Job Details

Job summary:

Title:

Service Desk - Onsite/Remote

Location:

Nashville, TN, USA

Length and terms:

Long term - W2 or C2C

Position created on 06/18/2025 02:52 pm

Job description:

Onsite Webcam interview; very long term project; initial PO for 1 year with multiyear extensions *** *** 37.5 hours per week ***

Description

Position Summary:

Under general supervision, the LARS Support Specialist is responsible for maintaining the Tennessee Department of Healths 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–5:00 PM CST

Location: Inperson, 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 today 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 requesters 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.

Required Skills

• Excel (4-6 Years)

• Word (4-6 Years)

• Education

• Adobe Acrobat

• Communication skills both verbal and written

• Consolidation planning and management

• Integration planning and strategy

• Learning ability

• Project management

• Team work

  Contact the recruiter working on this position:

The recruiter working on this position is Raghu

His/her contact number is +(1) () His/her contact email is ...@msysinc.com

Our recruiters will be more than happy to help you to get this contract.