Service Desk Personnel

Position Summary:
Under general supervision, the LARS Support Specialist is responsible for maintaining the Department 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: 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.