Job Description

Key Responsibilities:

Daily Ticket & Task Management

• Respond to all assigned tickets within 1 business day
• Complete password resets, status updates, new user setups, etc., within 3 business days
• Track time and ticket activity in ServiceNow
• Close all tickets within 3 business days

System Configuration Support

• Respond to configuration requests within 1 business day
• Provide weekly progress updates to stakeholders
• Collaborate with application coordinators, trainers, and QA teams
• Ensure full documentation, testing, and sign-off for changes

Documentation & Reporting

• Log all changes in the Application Change Log within 1 business day
• Store supporting documentation in SharePoint
• Maintain an up-to-date record in coordination with the Application Coordinator

Skills & Qualifications:

Required:

• System administration experience (not hardware support)
• Strong interpersonal and customer service skills
• Experience using Zendesk , LARS , ServiceNow
• Familiarity with licensure and regulatory systems
• Proficient in SharePoint for documentation
• Ability to manage and document workflow changes and user support cases effectively

Preferred:

• Experience with healthcare or government licensing systems
• Strong collaboration with cross-functional teams (QA, Training, Coordinators)

Additional Notes:

• Candidates with only hardware-based helpdesk experience will be rejected
• This is an application support/system admin role, not a general IT helpdesk job

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