Service Desk Technician

job summary:

This is a 100% onsite position in the Metrocenter area Nashville.

This role requires a proactive approach to resolving system issues, processing change requests efficiently, and implementing solutions as directed.

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.

location: Nashville, Tennessee

job type: Contract

salary: $22 - 25 per hour

work hours: 8am to 5pm

education: Bachelors



responsibilities:

• Ensure the completion of all (assigned) routine 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 the completion of all assigned configuration requests for Zendesk by achieving a 100% response rate to the requestor within one business day and providing weekly status updates to the requestor and Application Manager until the change is completed. Action Steps:
  • Collaborate with the 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 Application Coordinator updated on the progress of the changes.
  • Work with the Application Trainer or QA Resources to ensure that appropriate testing is completed.
  • Work with the Application Coordinator to ensure the requester's sign-off is obtained.
• Document all modifications made in the Application Change Log. Action Steps:
  • Ensure that all changes are consistently logged within one business day of implementation.
  • Store any supporting documentation in the assigned location within the SharePoint site.
  • Collaborate with the Application Coordinator to maintain an up-to-date log.
• Responsible to sort and log (received) the daily print jobs. Action Steps:
  • Log batch jobs into the Print log book.
  • Separate and check certificates/renewals delivered.
  • Deliver print to board mailboxes or notify board for large pickups.
  • Report issues
    • Print jobs have not been delivered. Reach out to 3rd party who delivers the print.
    • Print job is missing email middleware, CAC3 and supervisor.
    • Communicate with users when jobs are delayed.

qualifications:

- 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

- 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

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.