INFORMATION TECHNOLOGY SPECIALIST II
Technology
Job Description
We are seeking a skilled and proactive Level 2 Technical Support Specialist to join our municipal IT team. This role serves as a critical escalation point for technical issues and plays a key role in maintaining the digital infrastructure that supports our community services across multiple
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Locations, including government offices and public libraries.
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Primary Responsibilities
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Technical Support & Customer Service
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- Provide exceptional customer service while answering phones and assisting users both
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remotely and in person.
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- Travel to multiple municipal and library locations to provide on-site technical assistance.
- Create and manage helpdesk tickets to ensure all issues are tracked, prioritized, and resolved
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efficiently.
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- Act as the Tier 2 escalation point for complex hardware and software issues, including system
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crashes and BSOD diagnostics.
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- Manage and maintain user accounts and security groups within Active Directory and Azure AD/
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Library & Infrastructure Support
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- Support public-facing computers across four library locations, ensuring system integrity using
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Deep Freeze to facilitate nightly reboots.
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- Lead the physical setup and configuration of Wi-Fi networking at multiple locations to ensure
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reliable connectivity.
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- Execute advanced PC deployment tasks: creating/deploying system images, performing profile
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migrations/backups, and mapping network drives.
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- Support a diverse portfolio of department-specific applications (Public Works, Finance, Public
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