Helpdesk Analyst

Overview

On Site
Depends on Experience
Contract - W2

Skills

ITOPS_Help Desk

Job Details

Our government client is looking for an experienced Helpdesk Analyst onsite 12+ months contract opportunity in Nashville, TN.

Position: Helpdesk Analyst

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
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.
Required/Desired Experience:
Skills Qualification Competency
Skills Excel Proficient (4-6 Years)
Skills Word Proficient (4-6 Years)
Skills Education  
Skills Adobe Acrobat  
Skills Communication skills both verbal and written  
Skills Consolidation planning and management  
Skills Integration planning and strategy  
Skills Learning ability  
Skills Project management  
Skills Team work  


About Vector:
Vector Consulting, Inc., (Headquartered in Atlanta) is an IT Talent Acquisition Solutions firm committed to delivering results. Since our founding in 1990, we have been partnering with our customers, understanding their business, and developing solutions with a commitment to quality, reliability and value. Our continuing growth has been and continues to be built around successful relationships that are based on our organization's operating philosophy and commitment to ** People, Partnerships, Purpose and Performance - THE VECTOR WAY
www.vectorconsulting.com
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