What are the responsibilities and job description for the Technical Support Specialist II position at Mille Lacs County?
To provide in-depth technical support and is responsible for diagnosing and resolving technical issues that escalate beyond Level 1 support. This role involves handling complex troubleshooting, assisting with configurations, and supporting various hardware and software environments. The specialist will also be involved in deploying updates, patch management, maintaining IT infrastructure, staff training and creating documentation to improve overall support effectiveness.
This is a non-union position. Complete 2026 pay scale is $28.13-$36.79/hr. For a complete position description, click here.
This job description indicates the normal type and level of work expected of the incumbent. Incumbent may be asked to perform other duties as apparent or assigned.
- Provide advanced troubleshooting and issue resolution. Address technical issues escalated from technical support level one, including hardware, software and network issues. Diagnose and resolve complex problems, providing timely and effective solutions. Support end-users with issues related to system configurations, application functionality, and security concerns.
- Diagnose and resolve advanced issues in Microsoft 365 applications, including Outlook, SharePoint, Teams, One Drive, Word and Excel. Manage user accounts, permissions, and configurations in Microsoft 365 Admin Center, including license assignments, group management, and security settings. Support end-users with Microsoft 365-related issues, such as email connectivity, application functionality, OneDrive sync issues, and SharePoint access. Assist in managing Microsoft 365 security and compliance features, including Multi-Factor Authentication (MFA).
- Provide on-site and remote support for end users. Provide next level help desk support for technology equipment including laptops and workstations, and users to ensure 24/7 operability. Troubleshoot and repair mobile and desktop equipment, local and network printers, scanning systems, VOIP systems, troubleshoot connectivity issues and contact offsite technical support to resolve issues as needed. Collaborate with the technology team to escalate and resolve level three complex issues.
- Assist in maintaining IT infrastructure, including servers, computers, laptops and other technology. Perform regular system updates, patch-management, and backups to ensure stability and security. Setup computers, laptops and cell phones with appropriate software, networking and VPN configurations; install Microsoft 365 and other appropriate software. Maintains technology inventory database.
- Communicate with end-users professionally and effectively to understand and address their concerns. Offer guidance on best practices for IT resources, data security, and software development. Provide classroom and one-on-one training for county-supported software applications. Write necessary user-oriented directions to enhance end-user self-sufficiency and understanding of systems.
- Create and update technical documentation for common problems, solutions and processes. Develop user guides and troubleshooting steps for Microsoft 365 applications and services.
- Contribute to knowledge base resources for future troubleshooting by team members. Maintain accurate records of support activities, including ticketing system and logs. Provide status updates to users and ensure follow-through on support requests.
- Install, maintain, troubleshoot, and repair mobile data systems in the law enforcement patrol units, including mobile computers, GPS, printers, fingerprint readers (IBIS units), Virtual Private Network (VPN) access, mobile routers (CradlePoints and HPUE),security,configuringcriminaljusticedevices,andother law enforcement systems.
- Participate in root cause analysis for recurring issues and provide recommendations to augment support processes. Train and mentor Technical Support Specialist I on troubleshooting and resolution steps.
- Assist with the development and implementation of departmental and county-wide technology projects. Research new devices and/or ways to repurpose current hardware, as requested by the manager.
- Assist with configuration and maintenance of the County virtual server systems, including, but not limitedtovirtual serverupdates andvirtualnetworkconfigurations.
- Four years of post-secondary education in a computer-related field, or an equivalent combination of education and experience.
- Must successfully complete a criminal history background check.
- Class D Driver’s License.
Salary : $28 - $37