Help Desk Analyst 2
Help Desk Analyst 2
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Salary Not Disclosed
1 Vacancy
Job Description
*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
Required Experience:
IC
Employment Type
Contract
