Senior Systems Specialist

Core Civic•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 is responsible for accepting end user incidents and requests via email or phone and attempting to resolve the request in a timely and efficient manner. CoreCivic has several custom business line applications that are critical to business operations, and the Senior Systems Specialist must learn each thoroughly. Addresses and documents issues, develops a solution plan, collaboratively involves the team if necessary, and ultimately resolves the issue. Mentors junior specialists and provides supervisory guidance as necessary. Performs and coordinates the setup and distribution of network, application, and folder security credentials. Provides technical support and troubleshooting for the Facility Support Center and CoreCivic facilities. 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; working on Microsoft server file and print issues. Documents solutions to incidents and relays information and knowledge to team members. Provides on-call support on weekly rotation (generally once every six weeks). Must be able to determine trends and alert 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.
Six years of experience in computer 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 Exchange/Outlook maintenance, user setup, and printing capabilities is 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.
A valid driver’s license is required.
Must be at least 18 years of age.

Nice To Haves

Experience supporting the following technologies preferred: Citrix, Microsoft AD, IT Service Management platform (e.g. Service-now), Novell ID Management, and Microsoft System Center Configuration Manger (SCCM).
CNA or MCS certification preferred.

Responsibilities

Accepting end user incidents and requests via email or phone and attempting to resolve the request in a timely and efficient manner.
Learning custom business line applications thoroughly.
Addressing and documenting issues, developing a solution plan, collaboratively involving the team if necessary, and ultimately resolving the issue.
Mentoring junior specialists and providing supervisory guidance as necessary.
Performing and coordinating the setup and distribution of network, application, and folder security credentials.
Providing technical support and troubleshooting for the Facility Support Center and CoreCivic facilities.
Handling calls and/or the escalation of issues to upper level support and management in accordance with policy and procedures.
Resolving issues using remote control software; working on Microsoft server file and print issues.
Documenting solutions to incidents and relaying information and knowledge to team members.
Providing on-call support on weekly rotation (generally once every six weeks).
Determining trends and alerting department management of emerging problems.
Monitoring work of other Systems Specialists and alerting management of developing issues or concerns.
Adhering to Service Level Agreements as defined for each supported application.
Managing problem and request tickets for assigned technology.
Communicating and coordinating with Technology Support Center leadership as appropriate.