Service Desk Personnel

Launch Your Career with Cook Systems

Since 1990, Cook Systems—a certified veteran-owned IT consulting firm—has been helping businesses and professionals grow through innovation, integrity, and investment in people. We partner with Fortune 500 enterprises and high-growth companies alike to deliver agile technology solutions, AI-driven talent strategies, and our signature FastTrack program that develops the next generation of tech talent.

At Cook, you’ll find a culture that values excellence, creativity, and accountability. We believe in opportunity backed by trust—and in building careers that last. Check out what our team members have to say on our Glassdoor page, and discover why Cook Systems is where meaningful careers take off!

Responsibilities:

• Maintain and support the LARS and Zendesk systems, ensuring all routine support tickets are completed with a 100% response rate within one business day and closed within three business days.
• Complete requested changes for password resets, status changes, new users, and workflow reassignments within three business days.
• Collaborate with the LARS Application Coordinator to gather complete and accurate requirements for configuration requests.
• Provide weekly status updates to requestors and the LARS Application Manager until configuration changes are completed.
• Document all modifications made to LARS in the Application Change Log within one business day of implementation.
• Store supporting documentation in the assigned SharePoint location and collaborate to maintain an up-to-date log.
• Ensure effective communication and collaboration with cross-functional teams, including application coordinators, trainers, and QA personnel.

Qualifications:

• Strong interpersonal skills with experience in customer service and user support for system-related inquiries.
• Experience working with multiple teams and maintaining professional documentation and reporting.
• Understanding of IT support workflows, troubleshooting methodologies, and customer service best practices.
• Familiarity with licensing and regulatory systems, especially within healthcare or government agencies.
• Experience with platforms such as Zendesk, LARS, and ServiceNow for ticketing and workflow management.
• Ability to modify and configure system settings, user permissions, and automated workflows.
• Strong skills in data management, maintaining logs, and organizing documentation in SharePoint.

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Why Work with Us

At Cook Systems, we don’t just offer jobs—we build futures. Our people are at the heart of everything we do, and we’re committed to supporting you with benefits that deliver real security, flexibility, and growth from day one.

• Your Health, Your Way: Choose from two comprehensive medical plans through Blue Cross Blue Shield, with dental and vision coverage included. With access to one of the nation’s largest provider networks, you’ll have quality care wherever life takes you.
• Peace of Mind: Protect what matters most with life, critical illness, and accident insurance through Unum—because your family’s security matters.
• Flexibility for Life: Plan ahead and save with a Flexible Spending Account and Daycare FSA through Navia, helping you manage healthcare and dependent-care expenses your way.
• Extra Protection When You Need It: Our Health Gap Insurance through Sun Life helps cover unexpected costs, so you’re never caught off guard.
• Your Future Starts Now: Build your future with our 401(k) plan through The Standard. You’re eligible after just six months—because long-term success deserves a strong foundation.

At Cook Systems, you’re not just an employee—you’re part of a team that values ideas, celebrates results, and grows together. Here, your impact is visible, your contributions are valued, and your career has room to thrive. Ready to be part of something bigger? Let’s build the future together at Cook Systems.

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