ENDPOINT SUPPORT SPECIALIST - 80109 at State of… · Knoxville

Summary: The State of Tennessee's Administrative Office of the Courts supports the state's judicial branch by managing programs, resources, and operations that enable courts to function efficiently. The Endpoint Support Specialist provides Tier 1 telephone, remote, and workstation technical support for court staff, judges, and court clerks statewide. The role maintains workstation computers, operating systems, peripherals, and software applications while resolving technical issues and routing escalated incidents.

Responsibilities:
- Serve as the primary point of contact for incoming support requests via phone and ticket system; log, troubleshoot, and resolve hardware, software, and network issues with the goal of preventing unnecessary on-site calls
- Gather accurate diagnostic information to resolve issues at Tier 1, properly route tickets to Level 2 support, or dispatch on-site service calls when remote remediation is exhausted
- Perform software installations, hardware setup, and configurations; perform minor-to-average repairs on out-of-warranty equipment
- Process staff change requests to maintain accurate user accounts and prevent unauthorized access; manage IT inventory (e.g., toner distribution)
- Assist with minor on-site field requests (workstation delivery, setup, and replacements); maintain active knowledge of court technology and industry trends through training, webinars, and technical documentation

Required Qualifications:
- Help Desk & Systems Support: 6+ months of experience providing technical support to end-users in an enterprise MS Windows networked environment (e.g., Active Directory, Microsoft 365, network troubleshooting)
- Hardware: Hands-on experience deploying, configuring, and troubleshooting desktop/laptop hardware, peripherals, and printers
- Soft Skills: Strong telephone communication habits, excellent customer service orientation, and the ability to maintain composure and focus when supporting users under high-stress conditions
- Logistics: Ability to travel occasionally within 1 to 2 hours of base location and ability to lift and transport equipment up to 75 lbs

Preferred Qualifications:
- Certifications: Industry certifications demonstrating foundational knowledge (e.g., CompTIA A+, CompTIA Network+, or Microsoft Certified: Fundamentals)
- Education: Graduation from an accredited college, university, or technical school with an Associate's Degree in a computer-related field
- Experience Substitution: In lieu of a degree, 2+ years of relevant hands-on IT support experience or professional certifications combined with demonstrable technical skills will be considered

Required Skills: Microsoft Windows, Active Directory, Microsoft 365, Network Troubleshooting, Desktop and Laptop Hardware, Peripherals and Printers, Hardware and Software Installation, CompTIA A+, CompTIA Network+, Microsoft Certified Fundamentals, Composure Under Stress

Benefits: This position is designated as hybrid, Training, webinars, and technical documentation to maintain active knowledge of court technology and industry trends