ESSENTIAL FUNCTIONS:
The incumbent should be able to perform all of the following functions at a pace and level of performance consistent with the job’s requirements:
Performs and coordinates advanced troubleshooting of computers, networking, storage, and software issues across multiple 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 further investigation, as needed.
Provides Tier 2 support of incidents and problem management in accordance with ITIL (Information Technology Infrastructure Library) best practices.
Reviews open incident tickets and gathers relevant information to ensure thorough troubleshooting. Collaborates with Enterprise teams to track and resolve incidents in a timely manner.
Documents solutions to incidents and problems; creates and maintains knowledge articles in ServiceNow.
Collaborates with the Program Management team to support new initiatives. Assists with communications and scheduling for software upgrades at CoreCivic facilities.
Trains and mentors new staff and contractors; provides ongoing guidance as needed.
Participates in on-call support on a weekly rotation.
Identifies trends and alerts department management to emerging problems.
Adheres to Service Level Agreements (SLAs) for all supported applications.
Communicates and coordinates with Technology Enterprise leadership as appropriate.
Domestic U.S. travel may be required.
QUALIFICATIONS:
Graduate from an accredited college or university with an Associate's degree in Computer Science is required. Six 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 Microsoft System Center Configuration Manager (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 and EOE – including Disability/Veteran.