Description

• 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.

Work Schedule & Expectations:

• Schedule: Monday Friday, 8:00 AM 4:30 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:
  • 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.
• 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 LARS Application Coordinator to maintain an up-to-date log.