Help Desk Analyst

The  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 Service Now 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 Service Now profiles as requested

• Verify group memberships, network drives, and Service Now 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 (Service Now, 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 Service Now or Okta is a plus

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

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