The ID Analyst will work remotely, providing administrative and clerical support for the onboarding and offboarding of employees and contractors. This role involves managing requests, coordinating with various teams, and ensuring accurate account provisioning and deprovisioning within established service level agreements (SLAs). The position requires strong attention to detail, excellent communication skills, and proficiency with help desk ticketing systems and spreadsheets. This is not a technical IT support role.
Location: Washington, District of Columbia, Georgia, United States
Responsibilities:
- Receive and track onboarding and offboarding requests, verifying completeness and accuracy.
- Submit requests for new accounts using the ServiceNow ticketing system.
- Submit requests for equipment and wireless device setup and delivery.
- Coordinate with application teams for additional application access requests.
- Track request progress to completion, escalating issues to vendors and management as needed.
- Review accounts for accurate provisioning or deprovisioning based on requests.
- Test new accounts for successful login to equipment, network, home drives, Office 365 email, and remote VPN.
- Confirm onboarding accounts have assigned group memberships, network drives, and ServiceNow profiles.
- Verify group memberships, network drives, and ServiceNow profiles are disabled for offboarding.
- Communicate the status of processed requests to hiring managers.
- Resolve requests within SLAs, providing high-level customer service.
- Maintain compliance understanding to assist with high-priority escalations and requests.
Required Skills & Certifications:
- Associate degree in a related field OR minimum 2+ years of help desk support experience.
- One year of proven experience with help desk ticketing systems (ServiceNow, Remedy, etc.).
- Minimum 2+ years of proven experience working effectively with diverse teams in a fast-paced environment.
- Minimum 2+ years of proficiency with Excel spreadsheets, including formulas and reporting.
- Detail-oriented with the ability to work independently.
- Excellent oral, written, and interpersonal communication skills.
- Ability to perform well under pressure.
- Ability to work competently with personnel at multiple levels of the organization.
Preferred Skills & Certifications:
- Experience with ServiceNow or Okta.
Special Considerations:
- Absences greater than two weeks require prior approval from management and provision of contact information. Failure to return by the agreed-upon date may result in dismissal.
- Must be a Georgia resident.
- The position is contingent upon customer renewal and funding availability.
- The selected candidate will be expected to start within two weeks of selection.
- While currently remote due to COVID-19, the selected candidate must be available to work onsite as directed.
Scheduling:
- The job description indicates remote work, but on-site work may be required. Specific scheduling details are not provided.
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