Information Services Technician II

Under the supervision of the IT Operations Team Lead, provides hardware and software support to end users and assist with the management of agency server and infrastructure. 

1. Provides Tier 2 technical support to on-site and remote users via phone, screen sharing or remote access tool,  email, and ticketing system. Maintains the operational availability of all technological resources, including, but not limited to: workstations, servers, printers, Data Communication equipment, audio visual equipment. Troubleshoots at a tier 2 level all end user issues related to software applications, hardware, network, VPN technologies and telecommunications systems. Follows standard Service Desk operating procedures; accurately logs all Service Desk tickets using the defined tracking software. Provides support and training to end users enrolled in Microsoft Office 365 including, Microsoft Office, Microsoft Teams, Teams calling, OneDrive, Internet/intranet applications, and other software; Troublshoots end user issues and provides recommendations on how to improve end user experience and efficiency. 

2. Image all new desktops and laptops. Has primary responsibility for the maintenance of Active Directory user accounts; establishes new user accounts, unlocks AD user accounts, manages AD, NTFS, and share permissions, ensures compliance with agency departing employee policy and other user account policies. 

3. Monitors server health and investigates issues with performance and access; performs repairs to desktop computers, servers, and other hardware; assists IT System Administrator with server infrastructure installs and upgrades; has primary responsibility for working with vendors for equipment repair and replacement.  performs software maintenance on servers and other infrastructure at the direction of the IT System Administrator and IT Operations Team Lead. Working after hours and on the weekend will be necessary to perform patching and security updates.

4. Manage agency's Microsoft Teams calling and messaging infrastructure including, but not limited to; creating new or modifying extensions, phone numbers, call queues, running call reports in Microsoft Teams portal or Power BI.

5. Creates and maintains documentation associated with job duties; assists with the creation of network diagrams, server documentation, passwords, etc.

6. Develops knowledge and skill in information technology through self-study, consultation with IT staff and formal coursework.

7. Perform other duties as required or assigned which are reasonably within the scope of the duties enumerated above.