We are looking for a dedicated Service Desk Personnel to join our team in Cookeville, Tennessee. This long-term contract position is ideal for someone with strong system administration expertise, particularly in supporting application-based platforms. In this role, you will play a key part in maintaining critical systems, resolving help desk tickets, and ensuring seamless workflows for the Tennessee Department of Health.<br><br>Responsibilities:<br>• Manage and resolve system-related help desk tickets using platforms such as Zendesk and ServiceNow, ensuring timely responses and resolutions.<br>• Administer and configure user permissions, automated workflows, and system settings for the Licensure and Regulation System.<br>• Process change requests, including password resets, status updates, and new user setups, while adhering to established timelines and protocols.<br>• Collaborate with cross-functional teams, including application coordinators and QA personnel, to address system issues and implement solutions.<br>• Maintain detailed documentation of system changes, user requests, and resolution updates using tools like SharePoint.<br>• Provide weekly status updates to stakeholders, ensuring transparency and progress tracking for ongoing tasks and configurations.<br>• Assist users with system-related inquiries and deliver exceptional customer service to support their needs.<br>• Ensure compliance with licensing and regulatory requirements in all system-related activities.<br>• Track and report time spent on tasks and tickets, maintaining accurate logs within ServiceNow.<br>• Identify opportunities for process improvement and contribute to the optimization of system workflows.

• Proven experience in system administration, with a focus on application-based platforms rather than hardware support.<br>• Proficiency in help desk systems such as Zendesk, ServiceNow, or similar tools.<br>• Strong understanding of licensing and regulatory systems, particularly in healthcare or government environments.<br>• Excellent problem-solving skills and ability to troubleshoot system-related issues effectively.<br>• Exceptional communication and interpersonal skills to collaborate with users and cross-functional teams.<br>• Ability to document system changes and maintain organized records in tools like SharePoint.<br>• Familiarity with configuration management and automated workflow processes.<br>• Demonstrated ability to manage multiple tasks and meet deadlines in a fast-paced environment.

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