Job Description

Job Title: System Administrator
Location: Nashville, TN (Onsite)

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.

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.

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