Lead Systems Specialist (4 Days Onsite- Brentwood, TN - No Relocation)

CoreCivic•Brentwood, TN

2d•Onsite

About The Position

At CoreCivic, our employees are driven by a deep sense of service, high standards of professionalism and a responsibility to better the public good. CoreCivic is currently seeking a Lead Systems Specialist. Come join a team that is dedicated to making an impact for the people and communities we serve. This position requires 4 days onsite in Brentwood, TN. No relocation packages available. SUMMARY: The Lead Systems Specialist reviews, tracks and processes service incidents and requests in a timely and efficient manner. Performs advanced troubleshooting and support at CoreCivic facilities. Acquires knowledge for custom business line applications that are critical to CoreCivic's business operations. Addresses and documents issues, develops solution plans, trains and mentors other team members and provides guidance as necessary.

Requirements

Graduate from an accredited college or university with an Associate's degree in Computer Science is required.
6+ years of experience in computer, software and networking troubleshooting with four years in Service Desk Support is required.
Additional years of related work experience may be substituted for the required education on a year-for-year basis.
Proficiency with Microsoft applications, including M365, computer user setup, and printing capabilities is required.
Must be able to multi-task, be a team player and demonstrate strong verbal and written communication skills for effective communication across a diverse workforce.

Nice To Haves

A+ certification is preferred.
Experience supporting the following technologies preferred: Citrix, Microsoft AD, IT Service Management platform (e.g., Service-now), ID Management and Microsoft System Center Configuration Manger (SCCM).
Experience with Windows server and Microsoft MTA is preferred.

Responsibilities

Performs and coordinates advanced troubleshooting of computers, networking, storage, and software issues on a variety of platforms.
Provides advanced technical support and troubleshooting for the Facility Support Center and CoreCivic facilities.
Receives notifications and performs initial investigations involving suspicious activity of user accounts.
Reports suspicious activity to the Cybersecurity team for additional investigation as needed.
Provides Tier 2 support of incidents and problem management in accordance with Information Technology Infrastructure Library (ITIL) best practices.
Reviews open incident tickets and gathers information to ensure adequate troubleshooting.
Works with other Enterprise teams to track and resolve incidents in a timely manner.
Documents solutions to incidents and problems and creates knowledge articles in ServiceNow.
Reviews and updates knowledge articles as necessary.
Works with Program Management team to support new initiatives.
Provides timely communications and assists with schedules for software upgrades at CoreCivic facilities.
Trains and mentors new staff and contractors and provides guidance as necessary.
Provides on-call support on weekly rotation.
Determines trends and alerts department management of emerging problems.
Adheres to Service Level Agreements as defined for each supported application.
Communicates and coordinates with Technology Enterprise leadership as appropriate.