Expedite Talent Solutions · 4 hours ago
Desktop Support Technician
Nashville, TN
Contract
Hybrid
New Grad, Entry Level
$30/hr - $30/hrExpedite Talent Solutions is seeking a Desktop Support Technician to maintain the Tennessee Department of Health's Licensure and Regulation System (LARS) and external help desk system (Zendesk). The role involves resolving system issues, processing change requests, and ensuring effective communication and collaboration with users and teams.
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Hiring Manager
Atul Rawat
Responsibilities
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
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 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
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
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
Qualification
Required
Strong interpersonal skills to assist users with system-related inquiries and ensure timely resolution of requests
Experience working with multiple teams, including application coordinators, trainers, and QA personnel
Ability to clearly document system changes, maintain logs, and communicate status updates effectively
Understanding of IT support workflows, troubleshooting methodologies, and customer service best practices
Familiarity with licensure processes and regulatory requirements, particularly within healthcare or government agencies
Experience working with platforms such as Zendesk, LARS, and ServiceNow for ticketing and workflow management
Ability to modify and configure system settings, user permissions, and automated workflows
Strong skills in maintaining logs, tracking system changes, and organizing supporting documentation in SharePoint
Company
Expedite Talent Solutions
Expedite Talent Solutions is a minority- and woman-owned firm delivering agile staffing, project outsourcing, and professional services to clients across the Healthcare, Commercial, and Public Sectors.
Founded in 2009
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Sandeep Singh
Associate Director / Sr. Client Partner
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