Remote Onboarding & Access Analyst (Help Desk 2)

STI; Georgia; Hybrid; USD 45,000 - 60,000; Full time

Job summary

The Department of Human Services in Atlanta, Georgia seeks a Help Desk Analyst 2 for a 1-year contract. This administrative/clerical role is remote and focuses on onboarding and offboarding employees and contractors for the DHS Office of Information Technology.

The position uses ServiceNow and requires ensuring access provisioning aligns with SLAs, while delivering high levels of customer service. State residency is required.

Qualifications

• Associate degree in a related field or 2+ years of help desk support.
• 1 year of proven experience with help desk ticketing systems (ServiceNow, Remedy, etc.).
• 2+ years in a fast-paced environment with diverse teams and aggressive timelines.
• 2+ years proficiency with Excel spreadsheets including formulas and reporting.
• Detail oriented with the ability to work independently.
• Excellent oral, written, and interpersonal communication.
• Experience under pressure and ability to work with multiple organizational levels.
• Experience with ServiceNow or Okta is a plus.

Responsibilities

• Receive and track onboard and offboard requests; check for completeness and accuracy.
• Submit requests for new accounts using ServiceNow ticketing system.
• Submit requests for setup and delivery of equipment and wireless devices.
• Coordinate with application teams for access requests.
• Track progress of requests to completion and escalate as needed.
• Review accounts for accuracy of provisioning or deprovisioning.
• Test new accounts upon creation for login to equipment, network, home drives, and VPN.
• Confirm onboard accounts have groups, network drives, and ServiceNow profiles.
• Verify offboard accounts are disabled and documented.
• Communicate status to hiring managers and resolve requests within SLA.
• Support high-priority escalations with compliant processes.

Skills

Detail oriented / independent work

Excellent communication

Under pressure performance

Interpersonal communication

Education

Associate degree in related field

Tools

ServiceNow

Remedy

Excel

Okta

Job description

The Department of Human Services in Atlanta, Georgia seeks a Help Desk Analyst 2 for a 1-year contract. This administrative/clerical role is remote and focuses on onboarding and offboarding employees and contractors for the DHS Office of Information Technology.

The position uses ServiceNow and requires ensuring access provisioning aligns with SLAs, while delivering high levels of customer service. State residency is required.