Help Desk Support Job at R2 Technologies, Alpharetta, GA

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  • R2 Technologies
  • Alpharetta, GA

Job Description

Job Title : Help Desk Support Atlanta GA Remote Long-Term The ID Analyst will work remotely, 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
Skills: A+,Active Directory,Help desk IT

Job Tags

For contractors, Work at office, Remote work,

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