Help Desk Analyst 2 - Atlanta, GA

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
• Cook up requests 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

• Achieve an associate degree in a related field OR gain 2+ years of help desk support experience
• Show 2+ years of proven experience with Helpdesk ticketing systems (ServiceNow, Remedy, etc.)
• Show 2+ years of proven experience working effectively with a diverse team in a highly visible, fast-paced and changing environment with occasional aggressive timelines
• Show 2+ years of proficiency with excel spreadsheets, including formulas and reporting
• Show detail orientation with the ability to work independently
• Show excellent oral, written, and interpersonal communication skills
• Show experience in performing well under pressure
• Show capability to work competently with personnel at multiple levels of the organization
• Show experience with ServiceNow or Okta (a plus)
• Show work authorization that allows candidate to work in the United States