Senior Systems Specialist, Desktop & Workplace Productivity (4 Days Onsite- Brentwood, TN)

CoreCivic•Brentwood, TN

1d•Hybrid

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 Senior Systems Specialist located at our corporate office in Brentwood, TN. Come join a team that is dedicated to making an impact for the people and communities we serve. This position is 4 days onsite in Brentwood, TN. No relocation package available with this position. The Senior Systems Specialist - Desktop and Workplace Productivity acts as the technical resource for in-office team members across multiple buildings. Delivers high-touch, hands-on support for end-user hardware, workplace productivity tools, and the Facility Support Center (FSC) digital environment. Supports laptops, tablets, mobile devices, Microsoft Office applications, single sign-on functionality, Copilot, and related technologies to help ensure reliable access, efficient issue resolution, and a high-quality technology support experience for leadership and team members. Provides high-touch, desk-side technical support for FSC employees, remote workers visiting the building, and executive leadership. Owns end-to-end endpoint lifecycle operations, including imaging, provisioning, deploying, and retiring Windows and macOS hardware via modern MDM solutions. Triages, diagnoses, and resolves complex hardware, peripheral, docking station, mobile device, and local network connectivity issues. Maintains physical inventory accuracy for laptops, loaner pools, monitors, and accessories. Coordinates warranty repairs and hardware disposals. Develops and maintains documentation and Knowledge Base articles for common end-user issues and floor support workflows. Performs and coordinates the setup and distribution of network, application, and folder security credentials. Handles calls and/or the escalation of issues to upper-level support and management in accordance with policy and procedures. Resolves issues using remote control software. Works on Microsoft server file and print issues. Documents solutions to incidents and relays information and knowledge to team members. Determines trends and alerts department management of emerging problems. Monitors work of other Systems Specialists and alerts management of developing issues or concerns. Adheres to Service Level Agreements as defined for each supported application. Manages problem and request tickets for assigned technology. Communicates and coordinates with Technology Support Center leadership as appropriate. Domestic U.S. travel may be required.

Requirements

Graduate from an accredited college or university with an Associate's degree in Computer Science is required.
3+ years of hands-on desktop support, desk-side engineering, or hardware diagnostic experience, as well as workplace office suites in a fast-paced enterprise environment, is required.
Deep technical expertise in Windows 10/11 and macOS operating systems, including OS-level troubleshooting and registry/terminal configurations, is required.
Strong familiarity with enterprise hardware lines, including Dell XPS/Latitude, Apple MacBook Pro, Lenovo ThinkPad, and peripheral ecosystems, is required.
Excellent interpersonal communication, empathy, and customer-service skills with a track record of supporting executive stakeholders are required.
Must be able to multi-task, be a team player, and demonstrate the ability to communicate effectively across a diverse workforce through strong verbal and written capabilities.
Proficiency with Microsoft applications, including Exchange/Outlook administration, user setup, and printing capabilities, is required.

Nice To Haves

Additional years of related work experience may be substituted for the required education on a year-for-year basis.
Experience supporting Microsoft/Azure AD, IT Service Management platforms, such as ServiceNow, and Microsoft Configuration Manager and/or Intune is preferred.
CompTIA A+, Microsoft Certified: Endpoint Administrator Associate, or JAMF/MS Intune certification is preferred.

Responsibilities

Acts as the technical resource for in-office team members across multiple buildings.
Delivers high-touch, hands-on support for end-user hardware, workplace productivity tools, and the Facility Support Center (FSC) digital environment.
Supports laptops, tablets, mobile devices, Microsoft Office applications, single sign-on functionality, Copilot, and related technologies.
Provides high-touch, desk-side technical support for FSC employees, remote workers visiting the building, and executive leadership.
Owns end-to-end endpoint lifecycle operations, including imaging, provisioning, deploying, and retiring Windows and macOS hardware via modern MDM solutions.
Triages, diagnoses, and resolves complex hardware, peripheral, docking station, mobile device, and local network connectivity issues.
Maintains physical inventory accuracy for laptops, loaner pools, monitors, and accessories.
Coordinates warranty repairs and hardware disposals.
Develops and maintains documentation and Knowledge Base articles for common end-user issues and floor support workflows.
Performs and coordinates the setup and distribution of network, application, and folder security credentials.
Handles calls and/or the escalation of issues to upper-level support and management in accordance with policy and procedures.
Resolves issues using remote control software.
Works on Microsoft server file and print issues.
Documents solutions to incidents and relays information and knowledge to team members.
Determines trends and alerts department management of emerging problems.
Monitors work of other Systems Specialists and alerts management of developing issues or concerns.
Adheres to Service Level Agreements as defined for each supported application.
Manages problem and request tickets for assigned technology.
Communicates and coordinates with Technology Support Center leadership as appropriate.