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Desktop Technician
2 weeks ago
- The Application Support Specialist will provide day-to-day support for LARS and Zendesk systems, ensuring timely resolution of user requests, accurate configuration changes, and proper documentation of system updates.
- The role requires strong technical knowledge, excellent communication skills, and the ability to collaborate with cross-functional teams.
- Provide help desk support for LARS and Zendesk systems, including password resets, status changes, new users, workflow reassignments, and other routine tasks.
- chieve a 100% response xx to assigned tickets within one business day and close all tickets within three business days.
- Communicate with requesters and document all interactions in ServiceNow.
- Complete assigned configuration requests for LARS and Zendesk, providing weekly status updates and ensuring all changes are approved by requesters.
- Collaborate with LARS Application Coordinator, trainers, and QA personnel to ensure accurate requirements gathering, proper testing, and final sign-off.
- Document all system modifications in the Application Change Log and maintain supporting documentation in SharePoint.
- Track time spent on non-HRB tickets and ensure proper logging in ServiceNow.
- Experience in help desk support, IT workflows, and troubleshooting methodologies.
- Familiarity with licensing and regulatory systems, preferably in healthcare or government.
- Experience with platforms such as Zendesk, LARS, and ServiceNow.
- bility to configure system settings, user permissions, and automated workflows.
- Strong skills in data management, documentation, and maintaining logs.
- Excellent communication and interpersonal skills for customer support and cross-functional collaboration.
- Strong attention to detail and commitment to meeting deadlines.
- bility to work independently and collaboratively across teams.
- Problem-solving skills to troubleshoot issues as they arise.
- Bachelor's degree in Information Technology, Computer Science, or related field preferred, or equivalent experience.
