ENDPOINT SUPPORT SPECIALIST - 80109

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., Technical Support & Issue Resolution:

• 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.

Incident Routing & Escalation:

• 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.

System Deployment & Maintenance:

• Perform software installations, hardware setup, and configurations; perform minor-to-average repairs on out-of-warranty equipment.

User Access & Operational Support:

• Process staff change requests to maintain accurate user accounts and prevent unauthorized access; manage IT inventory (e.g., toner distribution).

Service & Knowledge Development:

• 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.

• 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., * 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.

Pursuant to the State of Tennessee’s Workplace Discrimination and Harassment policy, the State is firmly committed to the principle of fair and equal employment opportunities for its citizens and strives to protect the rights and opportunities of all people to seek, obtain, and hold employment without being subjected to illegal discrimination and harassment in the workplace. It is the State’s policy to provide an environment free of discrimination and harassment of an individual because of that person’s race, color, national origin, age (40 and over), sex, pregnancy, religion, creed, disability, veteran’s status or any other category protected by state and/or federal civil rights laws.

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.