Help Desk Support 709984

Job Title : Help Desk Support 709984

Atlanta GA Remote

Long-Term

The ID Analyst will work remotely, for the Office of Information Technology processing, the onboard and offboard of employees and contractors working for DHS.

*This position is ADMINISTRATIVE/CLERICAL SUPPORT ROLE in nature; it is NOT an IT -Technical support position.

*State of Georgia resident applicants only.

Position Responsibilities:

•     Receive and track onboard and offboard requests; check the requests for completeness and accuracy

•     Submit requests for new accounts using ServiceNow ticketing system.

•     Submit request for setup and delivery of equipment and wireless devices.

•     Coordinate with application teams for additional application access requests

•     Track progress of requests to completion and escalate to vendors and management as needed.

•     Review accounts for accuracy of provision or deprovision based on requests

•     Test new accounts upon creation for successful login to equipment, network, home drives, office 365 email, and remote VPN

•     Confirm onboard accounts are assigned group memberships, network drives, and ServiceNow profiles as requested

•     Verify group memberships, network drives, and ServiceNow profiles are disabled for offboards

•     Communicate status of processed onboard or offboard requests to hiring managers

•     Resolve requests within SLA while providing the highest level of customer service

•     Display a consistent understanding of compliance to assist in high priority escalations and requests

Qualifications & Skills Required:

•     Associate degree in a related field OR minimum 2+ years of help desk support

•     One-year proven experience with Helpdesk ticketing systems (ServiceNow, Remedy, etc.)

•     Minimum 2+ years proven experience working effectively with a diverse team in a highly visible, fast-paced and changing environment with occasional aggressive timelines

•     Minimum 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 in performing well under pressure

•     Capable of working competently with personnel at multiple levels of the organization

•     Experience with ServiceNow or Okta is a plus

•     Must have work authorization that allows candidate to work in the United States