Service Desk Personnel

Service Desk Personnel

We are looking for a skilled Service Desk Personnel to join our team on a long-term contract basis in Cookeville, Tennessee. This role primarily focuses on system administration and application support, rather than hardware troubleshooting or general desktop support. The successful candidate will oversee the maintenance and support of the Tennessee Department of Health's Licensure and Regulation System, as well as manage tickets through Zendesk. Responsibilities include:

• Addressing and resolving system-related help desk tickets with a focus on application and program administration.
• Processing user requests such as password resets, status updates, and workflow reassignments within established timelines.
• Maintaining and configuring system settings, user permissions, and automated workflows to meet operational needs.
• Collaborating with cross-functional teams to ensure seamless system functionality.
• Documenting system changes, maintaining detailed logs, and providing timely updates to stakeholders using tools like ServiceNow.
• Responding to all support tickets within one business day and aiming to close tickets within three business days.
• Providing weekly status updates on configuration requests to the Application Manager and other stakeholders.
• Utilizing Zendesk and similar platforms for efficient ticketing and workflow management.
• Ensuring all non-system-related support activities are accurately logged and tracked.
• Following up with users to gather additional information when needed and ensuring clear communication throughout the support process.

Requirements include:

• Proven experience in system administration and application support, with a focus on resolving technical issues.
• Familiarity with ticketing systems such as Zendesk, ServiceNow, or similar platforms.
• Strong knowledge of licensing and regulatory systems, especially within healthcare or government environments.
• Excellent interpersonal and communication skills to assist users and collaborate with team members.
• Ability to manage and document system configurations, user permissions, and workflow changes.
• Proficiency in maintaining detailed logs and tracking system updates using tools like SharePoint.
• Solid understanding of IT support workflows and troubleshooting best practices.
• Experience in providing clear documentation and thorough reporting to stakeholders.