IT Support Technician II

The City of Louisville is looking to hire an IT Support Specialist II.

The City of Louisville Information Technology collaborates across the organization to provide simple, sustainable, and supportable technology solutions in a fun and creative environment. Our solutions and partnerships directly impact City staff and the community. We embrace change, adapt to new challenges, improve business processes, and are committed to continuous learning and growth.

The City of Louisville is an award-winning small city offering an exceptional staff experience, outstanding benefits, and an administration focused on remaining an employer of choice in our region. While we may not have the staffing or resources of larger neighboring organizations, we provide many of the same services at comparable or higher service levels. This requires critical thinking, problem-solving, cooperation, communication, initiative, and creativity.

Under the general supervision of the IT Operations Manager, the IT Support Technician II provides advanced technical support to City employees and supports the administration, deployment, maintenance, and improvement of end-user technology and related systems. The position serves as a technical resource for Technician I staff and plays a significant role in IT projects, workstation lifecycle management, Microsoft 365 administration, endpoint management, vendor coordination, security improvements, and other IT modernization initiatives.

The IT Technician II is expected to demonstrate a high degree of independent problem-solving, sound judgment, initiative, confidence, and ownership. The employee should independently investigate and resolve routine, moderately complex, and unfamiliar technical issues by applying logical troubleshooting methods, research, technical resources, diagnostic tools, experience, and practical judgment. The employee is expected to make appropriate decisions within the scope of the position without routinely requiring direction or confirmation, adjust troubleshooting approaches when initial solutions are unsuccessful, and recognize when risk, complexity, or organizational impact warrants collaboration or escalation.

The employee should independently manage responsibilities through completion, recognize and prioritize work without waiting for individual assignments, identify recurring or systemic technical issues, investigate potential root causes, and recommend or implement practical solutions. The employee is also expected to identify opportunities to improve technology, documentation, processes, and service delivery throughout the City and contribute independent analysis and proposed solutions when collaborating with other IT staff.

Hiring Range: $31.70 to $38.32 or $65,936.00 to $79,705.60 annually

Salary Range: $31.70 to $44.94 or $65,936.00 to $93,475.20 annually

• Strong customer service, communication, and interpersonal skills.
• Strong knowledge of computer hardware, software, Microsoft Windows, Microsoft 365, identity management, endpoint management, and networking fundamentals.
• Demonstrated ability to independently troubleshoot complex and unfamiliar technical problems.
• Experience with Microsoft 365, Active Directory, Entra , Intune, Endpoint Central, or similar technologies.
• Ability to independently manage technical responsibilities and defined projects with minimal supervision.
• Strong analytical and problem-solving skills, including the ability to identify root causes of recurring issues.
• Ability to serve as a technical resource and share knowledge with less experienced IT staff.
• Ability to effectively coordinate with departments and technology vendors.
• A degree and/or at least three years of relevant technical experience.
• A commitment to continued technical and professional development.

• Independently troubleshoot and resolve routine, complex, and unfamiliar technical issues within the scope of the position.
• Apply structured troubleshooting, research, diagnostic tools, documentation, experience, and sound judgment to determine appropriate solutions.
• Perform root-cause analysis on recurring issues and recommend or implement practical long-term solutions.
• Exercise sound technical judgment and make appropriate decisions without routinely requiring direction or confirmation.
• Recognize when technical risk, complexity, security concerns, or organizational impact requires collaboration or…