Help Desk Analyst 2 - Atlanta, GA

Summary

STI is seeking candidates for the position of Help Desk Analyst 2 located in Atlanta, Georgia. The role involves processing the onboard and offboard of employees and contractors for the Department of Human Services, focusing on administrative and clerical support rather than technical IT support.

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

Skills

• 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
• Must have work authorization that allows candidate to work in the United States
• Experience with ServiceNow or Okta is a plus

Qualifications

Must Haves

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

Nice to Haves

• Experience with ServiceNow or Okta is a plus