What are the responsibilities and job description for the Service Desk Personnel position at nLeague Services?
Job Id: 65698
Service Desk Personnel
Location: On-site, 665 Mainstream Dr. Nashville, Tennessee, 37243.
Client: TN DOH
Duration: 06 Months
Job Description:
- 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.
Work Schedule & Expectations:
Schedule: Monday–Friday, 8:00 AM–4:30 PM CST
Location: IN PERSON
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
- Ensure the completion of all (assigned) routine LARS and Zendesk Support tickets and address requested changes promptly by achieving a 100% response rate within one business day and closing all tickets within three business days.
Action Steps:
- Complete requested changes for password resets, status changes, new users, workflow reassignments, and other day-to-day tasks within 3 business days.
- Follow up with the requester for any additional needed information within 1 business day.
- Ensure all communication with the requestor is noted within ServiceNow.
- Ensure all time spent on non-HRB tickets is noted within ServiceNow.
Ensure the completion of all assigned configuration requests for LARS and Zendesk by achieving a 100% response rate to the requestor within one business day and providing weekly status updates to the requestor and LARS Application Manager until the change is completed.
Action Steps:
- Collaborate with the LARS Application Coordinator to ensure that complete and accurate requirements are gathered.
- After requirements are gathered, provide an anticipated timeline for changes within one business day and keep the LARS Application Coordinator updated on the progress of the changes.
- Work with the Application Trainer or STS QA Resources to ensure that appropriate testing is completed.
- Work with the LARS Application Coordinator to ensure the requester''s sign-off is obtained.
- Document all modifications made to the Licensure and Regulation System (LARS) in the Application Change Log.
Salary : $30 - $35