Technical Support Analyst - Tier 2
About The Position
Join the County of Elgin as a Technical Support Analyst, Tier 2! This permanent, full-time, non-union position offers a compensation of $44.43 – $51.98 per hour ($80,862.60 - $94,603.60 per year) and involves 35 hours per week. There is 1 new vacancy. Reporting to the Manager of Information Technologies, the Technical Support Analyst- Tier 2 is responsible for the design, operation, security, and optimization of the County’s technology infrastructure. This position oversees network administration, server management, cybersecurity safeguards, and cloud-based services to ensure the reliability and integrity of County systems. Working collaboratively across departments, the incumbent provides advanced technical support, technical leadership, mentorship to Tier 1 support staff, and contributes to continuous digital improvement aligned with the County’s strategic priorities. The position also participates in an on-call rotation to support critical systems and after-hours incident response.
Requirements
- Diploma or degree in Information Technology, Computer Science, or a related field.
- Five (5) years of progressive experience in systems or network administration, with senior-level responsibilities preferred.
- Advanced knowledge of networking technologies (LAN/WAN, VPN, firewalls, routing, switching, wireless).
- Expertise with Microsoft 365, Azure, Active Directory, virtualization, and Windows Server environments.
- Strong understanding of cybersecurity principles, IDS/IPS, endpoint protection, and patch management.
- Experience with automation and scripting tools (e.g., PowerShell, PowerAutomate) to enhance operations.
- Familiarity with IT infrastructure monitoring tools, backup systems, and disaster recovery planning.
Responsibilities
- Partner with departments and senior staff to plan, implement, and maintain secure and effective technology solutions.
- Communicate complex technical issues clearly to non-technical users and management teams.
- Liaise with vendors, consultants, and service providers to coordinate network and systems projects.
- Provide guidance, mentorship, and escalation support to Tier 1 technical support staff.
- Collaborate with the service desk team to improve support processes, knowledge sharing, and service delivery standards.
- Maintain responsibility for the County’s network, server, and cloud infrastructure operations.
- Ensure high availability, security, and performance of enterprise systems, including cloud platforms, SaaS applications, and the broader suite of M365 productivity and collaboration applications.
- Implement and monitor cybersecurity controls, data protection standards, and network resilience measures.
- Maintain accurate system documentation, configuration records, and asset inventories.
- Adhere to County policies, IT governance practices, and confidentiality standards.
- Participate in an on-call rotation to provide after-hours support for critical infrastructure, systems, and operational incidents.
- Support the development and maintenance of technical knowledge base documentation and standard operating procedures for Tier 1 staff.
- Monitor escalated incidents and ensure timely resolution of complex technical issues.
- Recommend and implement improvements to enhance system stability, efficiency, and scalability.
- Leverage automation and scripting to streamline administrative and maintenance tasks as well as provide maintenance and support to existing automations.
- Recommend and pursue professional development opportunities to maintain certifications and technical expertise.
- Stay current on emerging technologies, infrastructure best practices, and cybersecurity advancements.
- Assist in developing technical capabilities within the support team through mentorship, knowledge transfer, and cross-training initiatives.
- Act as an escalation resource for Tier 1 technical support staff and assist with incident resolution guidance.
- Support major incident response and service restoration efforts to minimize operational disruption.
- Ensure efficient, reliable, and secure IT services that meet the operational needs of the organization.
- Support users through clear communication, training, and technology guidance when required.
- Develop and deliver training materials that equip county staff with the knowledge and skills needed to effectively use enterprise systems and technology resources.
- Maintain professionalism and a customer service mindset in all interactions.
- Diagnose complex network, system, and cybersecurity issues to identify and implement strategic solutions.
- Assess infrastructure capacity and performance to guide future planning and upgrades.
- Make informed recommendations for technology investments and project priorities.
- Apply analytical thinking and sound judgment to manage risks and optimize system performance.
- Evaluate escalated incidents and determine appropriate corrective actions, escalation paths, or long-term remediation strategies.
- Identify recurring service issues and recommend process, infrastructure, or support improvements to enhance service reliability and user experience.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
Associate degree
