Application Support Specialist – LARS & Zendesk - hybrid Nasville, TN

Job Description

This position does not include responsibilities typically associated with general IT support. Specifically, this position will not be expected to :

Provide desktop support or troubleshoot individual workstation issues

Deploy or install hardware or software

Address network connectivity problems or infrastructure-related concerns

Manage physical devices, printers, or peripheral equipment

Perform system-wide upgrades or server maintenance

The focus of this role is strictly on application-level support for the Licensure and Regulation System (LARS) and Zendesk, including configuration, ticket resolution, and workflow optimization.

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–5 : 00 PM CST

Location :   In-person, with the potential for remote work upon completion of training and demonstrated proficiency

665 Mainstream Dr, Nashville TN

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

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 :

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 :

Document all modifications made to the Licensure and Regulation System (LARS) in the Application Change Log.

Action Steps :

Requirements

Type

Category

Qualification

Description

Competency

Required

Skills

Others

Communication skills both verbal and written

Expert (10+ Years)

No

Skills

Others

Data Analytics Specialist

Proficient (4-6 Years)

No

Skills

Others

Learning ability

Advanced (7-9 Years)

No

Skills

Others

Presentation skills

Proficient (4-6 Years)

No

Skills

Others

Project management

Novice (1-3 Years)

No

Skills

Others

Team work

Advanced (7-9 Years)

No

Skills

Tools

MicrosoftOffice

Advanced (7-9 Years)

No

Requirements

Qualifications Type Category Qualification Description Competency Required Skills Others Help desk support Help desk Novice (1-3 Years) No Skills Others Communication skills both verbal and written Novice (1-3 Years) No