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 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.
Numbers & Facts
Location
Atlanta, Georgia (Remote)
Description
The ID Analyst 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 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