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

1. Performs and coordinates advanced troubleshooting of computers, networking, storage, and software issues on a variety of platforms.
2. Provides advanced technical support and troubleshooting for the Facility Support Center and CoreCivic facilities.
3. Receives notifications and performs initial investigations involving suspicious activity of user accounts.
4. Reports suspicious activity to the Cybersecurity team for additional investigation as needed.
5. Provides Tier 2 support of incidents and problem management in accordance with Information Technology Infrastructure Library (ITIL) best practices.
6. 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.
7. Documents solutions to incidents and problems and creates knowledge articles in ServiceNow. Reviews and updates knowledge articles as necessary.
8. Works with Program Management team to support new initiatives.
9. Provides timely communications and assists with schedules for software upgrades at CoreCivic facilities.
10. Trains and mentors new staff and contractors and provides guidance as necessary. Provides on-call support on weekly rotation.
11. Determines trends and alerts department management of emerging problems.
12. Adheres to Service Level Agreements as defined for each supported application.
13. Communicates and coordinates with Technology Enterprise leadership as appropriate.
14. Domestic U.S. travel may be required.

• 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.
• A+ certification is preferred.
• Proficiency with Microsoft applications, including M365, computer user setup, and printing capabilities is required.
• 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.
• 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.

CoreCivic is a Drug Free Workplace & EOE – Vets/Disabled.