Service Desk Personnel Job at Centstone, Nashville, TN

YVpXZjZKT3I1ajBrRTBHMnBlVWVpcUVENmc9PQ==
  • Centstone
  • Nashville, TN

Job Description

Requisition Name : Service Desk Personnel

Address : Nashville, Tennessee - 37243



Duration : Long term

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.

This role is NOT focused on tech-based helpdesk tickets. Our team is not responsible for hardware or connectivity issues or desktop support. This role is more closely aligned to a system admin 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.

Work Schedule & Expectations:
Schedule: Monday Friday, 8:00 AM 5:00 PM CST

Location: In-person, with the potential for remote work upon completion of training and demonstrated proficiency

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.

Regards,

Bhargav Mylavarapu | Delivery Lead,

LinkedIn | +1 (332) 456-5886

CENTSTONE SERVICES

Address: 3400 State Route 35, Suite 9B, Hazlet, New Jersey, 07730 USA

Job Tags

Remote job, Monday to Friday,

Similar Jobs

Sleek

Senior Technical Support Engineer Job at Sleek

 ...Assist internal business stakeholders with inquiries regarding Sleek platform functionality. Offer technical support through Zendesk, JIRA, and phone channels. Provide expert technical support to resolve complex issues escalated from lower support tiers. Identify... 

Woodside Priory School

Learning Specialist & Testing Coordinator (60% FTE) Job at Woodside Priory School

 ...The Priory School seeks a Part-Time (60% FTE) Learning Specialist and Testing Coordinator who will join our team and support our students...  ...high need areas, such as math and chemistry, as well as with reading and writing support for ELL students Follow up each student... 

The Pine School Inc

School Bus Monitor Job at The Pine School Inc

 ...The Pine School Hobe Sound, Florida Job Description: School Bus Monitor FLSA Status: Non-Exempt, Part-Time Department: Facilities Reports to: Director of Facilities & Transportation Summary Description The School Bus Monitor is responsible for... 

Lensa

Executive search Recruiter Job at Lensa

 ...We are seeking a strategic and dynamic leader to oversee executive recruiting and People & Culture recruiting initiatives across our organization...  ..., leading a high-performing team, and working closely with senior executives and HR partners to ensure we attract, engage, and... 

Archer Travel

Remote Work-From-Home Travel Agent Job at Archer Travel

 ...looking for motivated individuals to join our team as Remote Travel Agents! No experience is required - we provide full training on...  ...As an independent contractor, you'll have the flexibility to work from home, set your own hours, and earn based on your efforts. Responsibilities...