This is a mostly onsite position in the Metrocenter area of Nashville, with the potential for remote work upon completion of training and demonstrated proficiency. This role requires a proactive approach to resolving system issues, processing change requests efficiently, and implementing solutions as directed.
This team is not responsible for hardware or connectivity issues or general desktop support. This role is more closely aligned to a system administrator role and all prior experience should be based on system administration of an application or program. Candidates with only hardware-based help-desk experience will not be considered.
Schedule: Monday-Friday, 8:00 AM - 4:30 PM CST (37.5 hours per week)
location: Nashville, Tennessee
job type: Contract
salary: $21.66 - 26.41 per hour
work hours: 8am to 5pm
education: High School
responsibilities:
- Ensure the completion of all routine 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.
- Ensure all communication with the requestor is noted within ServiceNow.
- Ensure the completion of all assigned configuration requests for Zendesk by achieving a 100% response rate to the requestor within one business day and providing weekly status updates to the requestor and Application Manager until the change is completed.
- Document all modifications made to the Licensure and Regulation System (LARS) in the Application Change Log. Store any supporting documentation in the assigned location within the SharePoint site.
qualifications:
- Master's OR Bachelor's with 3 years relevant experience OR HS Diploma with 8 years relevant experience
- Experience working with platforms such as Zendesk 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
- 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
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.
At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com.
Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).
This posting is open for thirty (30) days.
