IT Support Technician II

JOB SUMMARY:

The City of Louisville is looking to hire an IT Support Specialist II. The City of Louisville Information Technology collaborates across the organization to provide simple, sustainable, and supportable technology solutions in a fun and creative environment. Our solutions and partnerships directly impact City staff and the community. We embrace change, adapt to new challenges, improve business processes, and are committed to continuous learning and growth. The City of Louisville is an award-winning small city offering an exceptional staff experience, outstanding benefits, and an administration focused on remaining an employer of choice in our region. While we may not have the staffing or resources of larger neighboring organizations, we provide many of the same services at comparable or higher service levels. This requires critical thinking, problem-solving, cooperation, communication, initiative, and creativity. Under the general supervision of the IT Operations Manager, the IT Support Technician II provides advanced technical support to City employees and supports the administration, deployment, maintenance, and improvement of end-user technology and related systems. The position serves as a technical resource for Technician I staff and plays a significant role in IT projects, workstation lifecycle management, Microsoft 365 administration, endpoint management, vendor coordination, security improvements, and other IT modernization initiatives. The IT Technician II is expected to demonstrate a high degree of independent problem-solving, sound judgment, initiative, confidence, and ownership. The employee should independently investigate and resolve routine, moderately complex, and unfamiliar technical issues by applying logical troubleshooting methods, research, technical resources, diagnostic tools, experience, and practical judgment. The employee is expected to make appropriate decisions within the scope of the position without routinely requiring direction or confirmation, adjust troubleshooting approaches when initial solutions are unsuccessful, and recognize when risk, complexity, or organizational impact warrants collaboration or escalation. The employee should independently manage responsibilities through completion, recognize and prioritize work without waiting for individual assignments, identify recurring or systemic technical issues, investigate potential root causes, and recommend or implement practical solutions. The employee is also expected to identify opportunities to improve technology, documentation, processes, and service delivery throughout the City and contribute independent analysis and proposed solutions when collaborating with other IT staff. 2026 Hiring Range (dependent on qualifications): Hiring Range: $31.70 to $38.32 or $65,936.00 to $79,705.60 annually Salary Range: $31.70 to $44.94 or $65,936.00 to $93,475.20 annually The Ideal Candidate will have: Strong customer service, communication, and interpersonal skills. Strong knowledge of computer hardware, software, Microsoft Windows, Microsoft 365, identity management, endpoint management, and networking fundamentals. Demonstrated ability to independently troubleshoot complex and unfamiliar technical problems. Experience with Microsoft 365, Active Directory, Entra ID, Intune, Endpoint Central, or similar technologies. Ability to independently manage technical responsibilities and defined projects with minimal supervision. Strong analytical and problem-solving skills, including the ability to identify root causes of recurring issues. Ability to serve as a technical resource and share knowledge with less experienced IT staff. Ability to effectively coordinate with departments and technology vendors. A degree and/or at least three years of relevant technical experience. A commitment to continued technical and professional development. The Employee is Expected to: Independently troubleshoot and resolve routine, complex, and unfamiliar technical issues within the scope of the position. Apply structured troubleshooting, research, diagnostic tools, documentation, experience, and sound judgment to determine appropriate solutions. Perform root-cause analysis on recurring issues and recommend or implement practical long-term solutions. Exercise sound technical judgment and make appropriate decisions without routinely requiring direction or confirmation. Recognize when technical risk, complexity, security concerns, or organizational impact requires collaboration or escalation. Independently manage incidents, requests, administrative responsibilities, and assigned technical projects through completion. Recognize and prioritize work requiring attention without waiting for individual assignments. Serve as a technical resource to Technician I staff through troubleshooting assistance, guidance, and knowledge sharing. Develop and improve technical documentation, procedures, and knowledge resources. Identify opportunities to improve technology, processes, and IT service delivery and recommend solutions. Coordinate independently with vendors and departments to troubleshoot issues and implement assigned technology solutions. Lead defined technical projects and workstation lifecycle initiatives with minimal supervision. Maintain security best practices and consider the operational and cybersecurity impact of technical decisions. Demonstrate continued professional and technical growth toward the competencies required of an IT Support Technician III.

ESSENTIAL JOB DUTIES:

Provide advanced technical support for approximately 300 end users across 13 City locations. Independently troubleshoot and resolve complex hardware, software, Microsoft Windows, Microsoft 365, endpoint, application, account, and connectivity issues. Install, configure, maintain, deploy, and troubleshoot computers, mobile devices, peripherals, and other end-user technology. Perform Active Directory administration involving user accounts, groups, permissions, organizational units, and related identity-management functions. Administer users, devices, policies, applications, and services within Microsoft 365, Entra ID, Intune, Endpoint Central, and other assigned platforms. Lead workstation lifecycle and replacement activities, including departmental coordination, device recommendations, vendor coordination, deployment planning, and implementation. Plan and perform software deployments, endpoint configuration, upgrades, patching, and related endpoint-management activities. Troubleshoot network connectivity and participate with senior IT staff in network and infrastructure initiatives. Coordinate with technology vendors to troubleshoot issues, obtain technical support, and implement assigned solutions. Lead assigned portions of technology projects and coordinate technical activities with departments, vendors, and IT staff. Perform root-cause analysis on recurring issues and recommend or implement corrective actions. Develop and improve technical documentation, procedures, and knowledge resources. Provide technical guidance and troubleshooting assistance to Technician I staff. Assist with cybersecurity initiatives, access management, security configuration, and implementation of security best practices. Assist with technology evaluation, lifecycle planning, budgeting information, and hardware and software recommendations. Perform other duties as assigned to support City operations and continued professional development. This position is considered a critical/essential worker and is therefore responsible for responding to emergencies and/or disasters that may require additional overtime or adjustments to your normal schedule to fit the needs of the organization.

ESSENTIAL SUPERVISORY DUTIES:

None

OTHER DUTIES AND RESPONSIBILITIES:

Regular and predictable attendance required. Other duties as assigned.

EDUCATION, TRAINING, AND EXPERIENCE:

Bachelor’s or associate degree in information technology, Computer Science, or a related field and/or a minimum of three years of relevant Information Technology experience, including direct end-user support and progressively responsible technical duties. Any equivalent combination of education, certifications, training, and experience may be considered. Experience administering and supporting Microsoft 365, Active Directory, identity management, and endpoint-management technologies. Strong knowledge of computer hardware, software, Microsoft Windows, and networking concepts. Demonstrated ability to independently troubleshoot complex technical issues and identify root causes. Demonstrated ability to manage technical assignments and defined projects with limited supervision. Strong written and verbal communication and customer service skills.

KNOWLEDGE, SKILLS, AND ABILITIES:

Ability to effectively coordinate with departments, vendors, and other technical staff. Ability to establish and maintain productive working relationships with employees, departments, vendors, and IT staff. Demonstrated ability to maintain confidentiality and appropriately handle sensitive information. Demonstrated initiative, independent problem-solving, sound judgment, and ownership of technical responsibilities. Ability to communicate technical information clearly to technical and non-technical audiences. Ability to identify problems, investigate root causes, evaluate alternatives, and recommend or implement appropriate solutions. Ability to identify and recommend improvements to technology, documentation, processes, procedures, and service delivery. Ability to provide technical guidance and share knowledge with other IT staff. Commitment to continuous technical and professional development. Ability to organize and independently prioritize multiple technical responsibilities. Ability and willingness to occasionally work nights or weekends as operational needs require.

LICENSE, REGISTRATION, OR CERTIFICATE:

Certifications such as Microsoft Endpoint Administrator (MD-102), Microsoft 365 Administrator (MS-102), CompTIA Network+, CompTIA Server+, ITIL Foundation, PowerShell, Endpoint Central administration, project management, or leadership development are desirable but not required. These correspond with the development areas identified for Tech II in the matrix. A valid Colorado driver’s license and acceptable driving record are required.

OTHER NECESSARY REQUIREMENTS:

This position is expected to operate a City or personal vehicle on a recurring basis to perform essential job duties, including traveling between City facilities, job sites, meetings, inspections, or other work-related locations. This will be done on an annual basis as required by the City’s insurer. Ability and willingness to occasionally work nights or weekends as operational needs require.

PHYSICAL REQUIREMENTS OF THE JOB:

Must possess mobility to work in a standard office setting and use standard office equipment, including a computer, ability to operate a motor vehicle, and to visit various City and meeting sites; vision to read printed materials and a computer screen; and hearing and speech to communicate in person, before groups, and over the telephone. This is primarily a sedentary office classification although standing in work areas and walking between work areas may be required. Finger dexterity is needed to access, enter and retrieve data using a computer keyboard or calculator and to operate standard office equipment. Positions in this classification occasionally bend, stoop, kneel, reach, push and pull drawers open and closed to retrieve and file information. Employees must possess the ability to lift, carry, push and pull materials and objects weighing up to 25 pounds.

WORK ENVIRONMENT:

The work is typically performed indoors in an office environment. Exposure to routine office noise and equipment. The noise level in the work environment is usually low.

WORKERS’ COMPENSATION CLASSIFICATION: 8810

FLSA STATUS:

Non-Exempt

EQUAL OPPORTUNITY EMPLOYER:

The City of Louisville is an Equal Opportunity Employer and provides equal employment and advancement opportunities to all qualified applicants and employees. Employment decisions are made without regard to race, color, religion, creed, sex, sexual orientation, gender identity or expression, age, national origin, ancestry, disability, veteran status, marital status, genetic information, or any other status protected by applicable law. The City of Louisville is committed to providing reasonable accommodation to qualified individuals with disabilities in the application and hiring process and during employment. The Human Resources Director has been designated as the compliance coordinator for people with disabilities seeking employment and will provide reasonable accommodation for testing and employment to qualified applicants. #J-18808-Ljbffr City-of-Louisville,-C