We are seeking a skilled and proactive Level 2 Technical Support Specialist to join our municipal IT team. This role serves as a critical escalation point for technical issues and plays a key role in maintaining the digital infrastructure that supports our community services across multiple
Locations, including government offices and public libraries.
Primary Responsibilities
Technical Support & Customer Service
- Provide exceptional customer service while answering phones and assisting users both
remotely and in person.
- Travel to multiple municipal and library locations to provide on-site technical assistance.
- Create and manage helpdesk tickets to ensure all issues are tracked, prioritized, and resolved
efficiently.
- Act as the Tier 2 escalation point for complex hardware and software issues, including system
crashes and BSOD diagnostics.
- Manage and maintain user accounts and security groups within Active Directory and Azure AD/
Library & Infrastructure Support
- Support public-facing computers across four library locations, ensuring system integrity using
Deep Freeze to facilitate nightly reboots.
- Lead the physical setup and configuration of Wi-Fi networking at multiple locations to ensure
reliable connectivity.
- Execute advanced PC deployment tasks: creating/deploying system images, performing profile
migrations/backups, and mapping network drives.
- Support a diverse portfolio of department-specific applications (Public Works, Finance, Public
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This position is listed as full time and able to be worked remotely.