IT Support Analyst II

About This Role

This is a second-tier technical support position responsible for advanced end-user support and coordination of IT operations within the Johnson County Courthouse, ensuring technical issues are resolved effectively and efficiently. This role also provides informal leadership to lower-tier support staff.

Responsibilities

• Provide second-tier technical support for escalated incidents involving desktop hardware, software, printers, mobile devices, and AV systems
• Administer and troubleshoot user accounts and access within delegated permissions (AD/Entra), including account changes, group membership, shared resource access, workstation domain join, and sign-in/MFA issues; coordinate escalations as needed
• Perform second-tier diagnostics for connectivity/performance issues (wired/wireless/VPN), including IP configuration, DNS/DHCP checks, name resolution, printer/network path testing, and collection of logs/evidence for escalation to infrastructure/network teams
• Troubleshoot and resolve advanced technical issues both in-person and remotely using a helpdesk ticketing system
• Mentor and assist IT Support Analyst I personnel with issue diagnosis and resolution
• Analyze and document problem trends and develop proactive solutions
• Install, configure, relocate, upgrade, and maintain end-user workstations and peripherals
• Manage software deployment, patching, and updates
• Evaluate technology products for compatibility, cost-effectiveness, expandability, and ease of support
• Participate in or lead small IT projects or deployments within an assigned area

Requirements

• Associates degree in Computer Science, Information Technology, or a related field
• At least 3 years of professional experience in hardware/software installation, troubleshooting, and user support in an enterprise or distributed computing environment
• Demonstrated experience providing end-user training, documenting support procedures, and contributing to technical knowledge bases
• Strong understanding of desktop computing hardware, operating systems, office productivity software, and mobile technologies
• Experience with helpdesk/service management tools (e.g., ticketing systems, ITIL-based processes)

Qualifications

• Associates degree in Computer Science, Information Technology, or a related field
• At least 3 years of professional experience in hardware/software installation, troubleshooting, and user support in an enterprise or distributed computing environment

Nice to Have

• Bachelor's degree or advanced certifications
• Experience with patch management and endpoint security
• Experience with Active Directory user/group administration and/or Entra ID (Azure AD) identity troubleshooting
• Familiarity with Group Policy concepts and workstation access troubleshooting
• Experience with endpoint management tools (e.g., Intune, MECM/SCCM) for software deployment and device compliance
• Familiarity with basic networking protocols (TCP/IP, DNS, DHCP)
• Scripting experience (PowerShell, Bash, or Python)
• Experience in public sector or judicial branch environment
• Experience troubleshooting Crestron AV-over-IP and Tesira Biamp audio systems

Skills

* Required skills

Benefits

Certifications