Help Desk Analyst 2

The ID Analyst will work remote, 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