The Information Technology Specialist II provides advanced technical support and troubleshooting for the County's end-user devices, applications, network infrastructure, and audio/visual systems. This position is responsible for diagnosing and resolving complex technical issues, supporting endpoint management and technology deployments, and ensuring reliable, secure, and efficient IT operations. The Specialist II maintains technical documentation, manages technology assets throughout their lifecycle, and assists with infrastructure projects, system upgrades, and cybersecurity initiatives. Working independently and collaboratively, this role serves as a key technical resource for county staff while delivering responsive customer service and recommending continuous improvements to technology services and processes.
Essential Duties:- Provide onsite, deskside, telephone, and remote technical support for desktops, laptops, mobile devices, printers, peripherals, audio/visual systems, and related technologies.
- Track, prioritize, and resolve service requests while maintaining accurate records of support activities, resolutions, and system changes.
- Diagnose, troubleshoot, and resolve hardware, software, network, connectivity, server communication, and user-access issues; escalate unresolved or critical issues as appropriate.
- Support and maintain network infrastructure, endpoint devices, and system connectivity to ensure reliable technology operations.
- Perform endpoint management activities, including device provisioning, imaging, patch management, system updates, configuration, and compliance monitoring.
- Administer software licensing, user accounts, and access permissions in accordance with established policies and procedures.
- Coordinate with third-party vendors and service providers to resolve hardware, software, and technology service issues.
- Create and maintain technical documentation, user guides, knowledge base articles, and standard operating procedures.
- Maintain accurate inventory records and oversee the lifecycle of technology assets, including deployment, replacement, decommissioning, and disposal.
- Ensure compliance with county IT policies, cybersecurity standards, and acceptable use requirements.
- Identify recurring technical issues, process gaps, and operational risks; recommend and implement improvements to enhance reliability, security, and efficiency.
Other Duties:- Assist with infrastructure projects, system upgrades, technology implementations, and countywide technology rollouts.
- Participate in the evaluation, testing, and deployment of new technologies and services.
- Perform other duties as assigned by the IT Director.
Education & Work Experience:- Minimum 3 years of deskside (end-user) support experience, required
- Minimum 1 year of network support experience, required
- Network+, Sec+ or similar certification, preferred
- High school diploma or GED
- Valid driver’s license
Knowledge, Skills, Abilities:- Knowledge of Microsoft Windows operating systems, Microsoft 365, Microsoft Entra ID, Active Directory, and service desk/ticketing systems.
- Skill in providing effective technical support and customer service to users with varying levels of technical proficiency.
- Skill in installing, configuring, supporting, and troubleshooting desktop computers, laptops, mobile devices, printers, peripherals, audio/visual equipment, and related technologies.
- Knowledge of hardware, software, endpoint, network, and connectivity troubleshooting techniques.
- Knowledge of network infrastructure and services, including TCP/IP, DNS, DHCP, switching, routing, wireless networking, and related technologies; experience with Cisco and Aruba environments preferred.
- Knowledge of endpoint management, workstation imaging, software deployment, patch management, user account administration, access control, and remote support tools.
- Knowledge of cybersecurity principles and technologies, including multi-factor authentication (MFA), endpoint protection, firewalls, and proxy services.
- Knowledge of print management systems, printer servers, and telephony/VoIP systems preferred.
- Skill in diagnosing, troubleshooting, and resolving complex hardware, software, network, and system issues.
- Ability to analyze technical issues, determine appropriate solutions, and exercise sound independent judgment.
- Ability to interpret and apply technical documentation, policies, procedures, and security standards.
- Knowledge of IT asset lifecycle management and IT service management principles; ITIL experience preferred.
- Skill in maintaining accurate technical documentation and support records.
- Skill in organizing and prioritizing work, managing multiple assignments, and meeting deadlines.
- Skill in communicating technical information clearly and effectively, both verbally and in writing.
- Ability to establish and maintain effective working relationships with employees, vendors, and service providers.
- Ability to maintain confidentiality and appropriately handle sensitive information.
Ability to learn and adapt to new technologies, systems, and business requirements.
Work Environment and Physical Demands: The work environment characteristics and physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Work location(s) of the job:
- Indoors – Constantly. Usually well lit, heated and/or air-conditioned indoor office setting with adequate ventilation.
- Outdoors – Occasionally
- Objectionable condition(s) found on the job:
- Computer Use – Constantly
- Driving/Travel – Occasional local travel, which may involve exposure to extreme weather conditions.
- Stressful situations may occur when dealing with the public.
- Undesirable health and safety condition(s) under which employee must perform:
- Machines, Tools and/or Equipment Used:
- Basic office equipment to include computer, copy machine, fax machine, printer, telephone system.
- Physical characteristics/requirements of the job:
- Sit/Stand/Walk - Regularly
- Kneeling – Occasionally
- Crouching – Occasionally
- Using Fingers/hands – Frequently required to use hands to finger, handle, or feel; reach with hands and arms.
- Talking - Frequently
- Hearing – Frequently; noise level is usually moderate.
- Seeing – Constantly
- Vision Abilities – close and distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
- Lifting/Moving – Occasionally; lifting/moving a maximum weight of 50 pounds.
