Desktop Support Analyst

Job Description The TN PULSE Help Desk staff's primary responsibility will be using the Zendesk customer support software embedded in the TN PULSE system to intake, categorize, and resolve TN PULSE issues reported by users. Help Desk staff will be required to review messages within Zendesk (i.e., tickets), either address the issue themselves in TN PULSE or assign the ticket to the appropriate TDOE or PCG staff, communicate with the user upon resolution, and close the ticket. Help desk staff will also be expected to communicate with users while the tickets are open and active to provide updates on the issue's status. TN PULSE Help Desk staff will be trained on the use of the Zendesk customer support software and relevant TN PULSE applications. Help Desk staff will be required to comply with all state and federal privacy laws, TDOE policies, and contract provisions when accessing the system. In addition, they must sign an agreement to adhere to Family Educational Rights and Privacy Act (FERPA) and only view records in the system as needed to fulfill the job responsibilities outlined above. J-18808-Ljbffr