INFORMATION TECHNOLOGY SPECIALIST II

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

Locations, including government offices and public libraries.

Primary Responsibilities

Technical Support & Customer Service

• Provide exceptional customer service while answering phones and assisting users both

remotely and in person.

• 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

efficiently.

• Act as the Tier 2 escalation point for complex hardware and software issues, including system

crashes and BSOD diagnostics.

• Manage and maintain user accounts and security groups within Active Directory and Azure AD/

Library & Infrastructure Support

• Support public-facing computers across four library locations, ensuring system integrity using

Deep Freeze to facilitate nightly reboots.

• Lead the physical setup and configuration of Wi-Fi networking at multiple locations to ensure

reliable connectivity.

• Execute advanced PC deployment tasks: creating/deploying system images, performing profile

migrations/backups, and mapping network drives.

• Support a diverse portfolio of department-specific applications (Public Works, Finance, Public