ENDPOINT SUPPORT SPECIALIST - 80109

This position is designated as hybrid and requires a criminal background check.

About the Organization

The Tennessee Administrative Office of the Courts (AOC) serves as a trusted resource to assist in improving the administration of justice and promoting confidence in the judiciary. It is the administrative arm of the State's judicial branch, one of the three fundamental divisions of Tennessee state government. The judicial branch provides an essential check on the legislative and executive branches through judicial review. The AOC supports the Tennessee Supreme Court, intermediate appellate courts, trial courts, and courts of limited jurisdiction by managing programs, resources, and operations that enable the courts to function efficiently.

About the Role

The Administrative Office of the Courts (AOC) is seeking an Endpoint Support Specialist responsible for providing tier-1 telephone, remote, and workstation technical support for court staff, judges, and court clerks statewide. Under general supervision, this role ensures the operational readiness and maintenance of workstation computers, operating systems, peripherals, and software applications across a networked judicial environment.

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.

Requirements

• 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).
• Hands-on experience deploying, configuring, and troubleshooting desktop/laptop hardware, peripherals, and printers.
• Strong telephone communication habits, excellent customer service orientation, and the ability to maintain composure and focus when supporting users under high-stress conditions.
• Ability to travel occasionally within 1 to 2 hours of base location and ability to lift and transport equipment up to 75 lbs.

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.

Pay

Annual Salary: $45,000.00 - $57,000.00