Senior Systems Specialist, Desktop & Workplace Productivity; Onsite- Brentwood, TN

At Core Civic, our employees are driven by a deep sense of service, high standards of professionalism and a responsibility to better the public good. Core Civic 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.

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.

• 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.
• Additional years of related work experience may be substituted for the required education on a year-for-year basis.
• 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 Mac Book Pro, Lenovo Think Pad, and peripheral ecosystems, is required.
• Excellent interpersonal communication, empathy, and customer-service skills with a track record of supporting executive stakeholders are required.
• Experience supporting Microsoft/Azure AD, IT Service Management platforms, such as Service Now, and Microsoft Configuration Manager and/or Intune is preferred.
• 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. CompTIA A+, Microsoft Certified:
  Endpoint Administrator Associate, or JAMF/MS Intune certification is preferred.
• Proficiency with Microsoft applications, including Exchange/Outlook administration, user setup, and printing capabilities, is required.

Core Civic is a Drug-Free Workplace and EOE – including Disability/Veteran