Service Desk Personnel

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.

·         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:

1.    Complete requested changes for password resets, status changes, new users, workflow reassignments, and other day-to-day tasks within 3 business days.

2.    Follow up with the requester for any additional needed information within 1 business day.

3.    Ensure all communication with the requestor is noted within ServiceNow.

4.    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:

1.    Collaborate with the LARS Application Coordinator to ensure that complete and accurate requirements are gathered.

2.    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.

3.    Work with the Application Trainer or STS QA Resources to ensure that appropriate testing is completed.

4.    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.

Action Steps:

1.    Ensure that all changes are consistently logged within one business day of implementation.

2.    Store any supporting documentation in the assigned location within the SharePoint site.

3.    Collaborate with the LARS Application Coordinator to maintain an up-to-date log.

Responsible for sorting and logging (received) the daily print jobs.

Action Steps:

1.    Log batch jobs into the Print log book.

2.    Separate and check certificates/renewals delivered.

3.    Deliver print to board mailboxes or notify board for large pickups.

4.    Report issues

o    Print jobs have not been delivered. Reach out to 3rd party who delivers the print.

o    Print job is missing email STS middleware, CAC3 and supervisor.

o    Communicate with users when jobs are delayed.