IT Support Technician II

City of Louisville•Louisville, CO

1d•Onsite

About The Position

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.

Requirements

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.
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.
Ability to effectively coordinate with departments, vendors, and other technical staff.
Strong written and verbal communication and customer service skills.
Ability to organize and independently prioritize multiple technical responsibilities.
Ability and willingness to occasionally work nights or weekends as operational needs require.
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.
A valid Colorado driver’s license and acceptable driving record are required.
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.
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.

Nice To Haves

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.

Responsibilities

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.
Respond to emergencies and/or disasters that may require additional overtime or adjustments to your normal schedule to fit the needs of the organization.