Innovation Technology Support Specialist II

Flagler County•Government Services Building, FL

About The Position

Under direct and/or minimal supervision, the Innovation Technology Support Specialist II supports end-user computing and telecommunications needs. The role installs and supports corporate workstation hardware and software at County locations; assists with personal computers, printers, communications, and new software; and serves as a bridge between the service desk and Tier 3 engineering teams. The specialist also helps keep systems secure, compliant, and available for daily operations and assists with projects to evaluate and install new hardware and software. The position regularly interacts with County employees at all levels, vendors, auditors, and other subsidiaries. During emergencies, all employees are considered essential personnel and may be required to perform alternate duties. The listed essential functions are not a complete statement of all duties, and employees may be required to perform other job-related duties.

Requirements

Associate degree in computer science or a similar field, with considerable coursework in application administration and maintenance; equivalent related training, education, and experience may be substituted on a year-for-year basis.
Must possess one of the following certifications: CompTIA A+, Network+, or Microsoft 365 Fundamentals.
Must be familiar with PowerShell scripting, Intune, Azure, imaging tools, and mobile device management.
Must possess 2–4 years of IT help desk or desktop support experience maintaining, troubleshooting, and repairing desktop computers in a Microsoft Windows environment, with advanced skills supporting Microsoft applications.
Must possess Criminal Justice Information Systems Level 3 Certification or have the ability to obtain it.
Valid State of Florida Driver’s License.
Knowledge of some VoIP experience and voice/data cable toning and installations.
Advanced installation and support of Microsoft operating systems and application software or other standard operating systems used by the County.
Advanced installation and support of personal computer hardware.
Basic network troubleshooting skills and working knowledge of Windows, Active Directory, Microsoft 365, and TCP/IP networking fundamentals.
Strong troubleshooting, written communication, and customer service skills.
Analytical problem solving, attention to detail, integrity and discretion, adaptability, teamwork, time management under SLA pressure, and commitment to public service.
Oral and written communication, organizing and planning, problem-solving, and decision-making skills.
Basic training techniques for one-on-one assistance and the ability to work well with others in a team environment.
Ability to provide on-call support as needed.
Physical ability to perform heavy-demand work, including lifting and carrying up to 45 pounds and possibly greater; walking, standing, kneeling, bending, stooping, pulling, climbing ladders, and reaching; and the stated hearing and eyesight requirements.

Nice To Haves

Experience preferably in a government or other regulated environment.

Responsibilities

Resolve escalated tickets within defined SLAs and document troubleshooting steps and resolutions in the ticketing system.
Escalate unresolved or systemic issues to Tier 3, network, security, or application teams with clear technical documentation.
Identify recurring incidents and contribute to problem management and root cause analysis.
Troubleshoot and repair Windows desktops, laptops, mobile devices, printers, and peripherals.
Support Microsoft 365 / Intune, Active Directory, and VPN or remote access issues.
Deploy, image, and configure workstations; install and patch approved software.
Perform remote support using approved tools and provide on-site support as needed.
Diagnose basic network connectivity problems, including DNS, DHCP, TCP/IP, Wi-Fi, and VLAN access.
Create and maintain knowledge base articles, SOPs, and troubleshooting guides.
Maintain accurate hardware and software asset inventory records and chain-of-custody documentation.
Mentor and provide guidance to Tier 1 staff.
Communicate clearly and professionally with users of varying technical ability, including senior leadership.
Provide on-call support as needed.
Perform related work and other job-related duties as required; perform alternate duties during emergencies as required.