• Job Description

  Req#: 25-21381
  Additional Job Information:
  Title: Help Desk Analyst
  Start Date: 07/14/2025
  Position Type: contract
  Location: Atlanta GA 30332 Remote
  Agency Interview Type: Web Cam Interview Only
  Work Arrangement: Remote
  Question 7 Remote Work Permitted: Due to COVID-19, the client has agreed to allow the selected candidate to work remotely for the time being. However, the selected candidate must be available to report onsite as directed by the client. Do you accept this requirement?
  
  Short Description:
  The Client, Office of Information Technology is seeking candidates for the position of ID Analyst located in Atlanta, Georgia.
  
  Complete Description:
  The ID Analyst will work remote, for the onboard and offboard of employees and contractors working for Client.
  
  *This position is ADMINISTRATIVE/CLERICAL SUPPORT ROLE in nature; it is NOT an IT -Technical support position.
  
  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: Skill Required / Desired Amount of Experience Expertise Rating Move ssociate degree in a related field Required Years Experience with excel spreadsheets, including formulas and reporting Required Years Experience with O365 Pro Plus core applications Required Years Experience with Helpdesk ticketing systems (ServiceNow, Remedy, etc.). Required Years Excellent oral, written, and interpersonal communication Required Years Experience with HelpDesk support. Required Years

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