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Helpdesk Analyst Jobs

Company

ARK Solutions
Address , Atlanta, Ga
Employment type
Salary
Expires 2023-06-09
Posted at 1 year ago
Job Description
Position Responsibilities:
  • Submit requests for Active Directory (AD) and Office365 accounts for new hires through the ServiceNow ordering system.
  • Resolve requests within SLA while providing the highest level of customer service.
  • Coordinate with department requestors for additional application access requests.
  • Receive and track onboard and offboard requests; check the requests for completeness and accuracy.
  • Display a consistent understanding of compliance to assist in high priority escalations and requests.
  • Test new accounts upon creation for successful login to equipment, network, office 365 email, and remote VPN.
  • Submit request for setup and delivery of equipment and wireless devices of new hires.
  • Confirm onboard accounts are assigned correct group memberships, mapped network drives, and ServiceNow profiles as requested.
  • Communicate status of processed onboard or offboard requests to hiring managers.
  • Track progress of requests to completion and escalate to vendors and management as needed.
  • Verify group memberships, network drives, and ServiceNow profiles are disabled for offboards.
  • Review accounts for accuracy of provision or deprovision based on requests.
Qualifications & Skills Required:
  • Experience in performing well under pressure.
  • Detail oriented with the ability to work independently and remote.
  • Minimum 2+ years proven experience working effectively with a diverse team in a highly visible, fast-paced and changing environment with occasional aggressive timelines.
  • One-year proven experience with Helpdesk ticketing systems (ServiceNow, Remedy, etc.).
  • Excellent oral, written, and interpersonal communication.
  • Experience with ServiceNow and/or Okta is a plus.
  • Minimum 2+ years of help desk support.
  • Minimum 2+ years proficiency with excel spreadsheets, including formulas and reporting.
  • Capable of working competently with personnel at multiple levels of the organization.
  • One-year proven experience with Office 365 Pro Plus core applications.