Help Desk Analyst 2 (690785)

Job Title: Help Desk Analyst 2 (690785)

Location: Atlanta, Georgia 30303 Remote

Duration: Long-Term

Position Responsibilities:

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

•Submit requests for Office 365 email and local Active Directory (AD) accounts for new hires through the ServiceNow system

•Request 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 (ARM) 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 Office 365 Pro Plus core applications

• 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-aced

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 and/or Okta is a plus

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