Job Description

Job Title: Service Desk Personnel
Location: Nashville, TN

Description:

This role is NOT focused on tech-based helpdesk tickets. Our team is not responsible for hardware or connectivity issues or general desktop support. This role is more closely aligned to a system administrator role and all prior experience should be based on system administration of an application or program. Candidates with only hardware-based help-desk experience will not be considered.

Position Summary:

Under general supervision, the LARS Support Specialist is responsible for maintaining the Tennessee Department of Health's Licensure and Regulation System (LARS) and external help desk system (Zendesk). This role requires a proactive approach to resolving system issues, processing change requests efficiently, and implementing solutions as directed.

Communication & Collaboration Skills:

• Customer Service & User Support: Strong interpersonal skills to assist users with system-related inquiries and ensure timely resolution of requests
• Cross-Functional Collaboration: Experience working with multiple teams, including application coordinators, trainers, and QA personnel
• Professional Documentation & Reporting: Ability to clearly document system changes, maintain logs, and communicate status updates effectively

Technical Knowledge & Skills:

• Help Desk Support: Understanding of IT support workflows, troubleshooting methodologies, and customer service best practices
• Licensing & Regulatory Systems: Familiarity with licensure processes and regulatory requirements, particularly within healthcare or government agencies
• Application Support: Experience working with platforms such as Zendesk, LARS, and ServiceNow for ticketing and workflow management
• Configuration & System Administration: Ability to modify and configure system settings, user permissions, and automated workflows
• Data Management & Documentation: Strong skills in maintaining logs, tracking system changes, and organizing supporting documentation in SharePoint
• Daily Tasks

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