Information Technology Specialist II

City-of-Miami-Beach; Miami (FL); On-site; USD 55,000 - 85,000; Full time

Job summary

The City of Miami Beach is seeking an IT Specialist II to deliver front-line support and training for end users on City-owned desktops, laptops, and mobile devices. You will repair and configure hardware/software in line with IT policies and security standards.

The role includes device inventory management, ticketing, and ensuring timely resolution while maintaining IT SLAs. Some after-hours or on-call work may be required and compensated.

Qualifications

• Bachelor’s degree in Computer Science, MIS, Mathematics, or related field.
• 4–5 years of experience in a role with strong customer service and technical capabilities.
• Excellent hardware knowledge and troubleshooting skills.
• Strong network knowledge (TCP/IP, DNS, DHCP) and PC hardware familiarity.
• Ability to work with printers, scanners, and peripheral devices.

Responsibilities

• Provide front-line support and training for end users across City-owned devices.
• Manage inventory and warranty repairs for desktops, laptops, and mobile devices.
• Log and track trouble tickets; maintain IT SLAs and follow up until resolution.
• Deliver user training on network workstations and software.
• Collaborate with IT staff to implement security updates and policy adherence.
• Support after-hours, weekends, and on-call duties as needed.

Skills

End-user support

Training

Troubleshooting

Networking

Hardware

Help desk

Customer service

Communication

Team collaboration

Security awareness

Education

Bachelor’s degree in CS / MIS / Math or related field

Tools

Active Directory

ITSM tools

Windows OS

Mobile Device Management

Job description

The IT Specialist II provides front-line support and training for end-users encountering troubles with technology. This advanced technical work is responsible for the repair and support of City-owned computer systems including desktop/laptops, mobile devices, peripherals, and related technologies. This position is responsible for servicing and supporting technology solutions in accordance with the City’s Information Technology policies, procedures, and security while using approved tools and methodologies. The position is responsible for the day-to-day planning, coordination, implementation, maintenance, and operation computer systems and related technologies. All Information Technology staff may need to be available for a rotating “on call” status and schedule. Some after-hours, weekends, and holiday work may be required and will be compensated.

The duties listed for this position are intended only as illustrations ofthe various types of work that may be performed, additional or modified as assigned. The duties and responsibilities may vary as the needs of the department change.

• Conducts advanced technical work and analysis of end user devices in a centralized management information systems operation and assists in the configuration, receipt and installation of new computer hardware and software.
• Manages and maintains desktop, laptop, and mobile device inventory and manages support for warranty repairs.
• Records trouble tickets using the City’s help desk system and tracks other work in IT designated systems, provide follow-up support until problems are resolved, and maintain IT SLAs for service and support.
• Identifies problems and defines their solutions in a fast paced, dynamic environment.
• Provides consistent system-wide updates and security enhancements to users as defined by Information Technology strategy and procedures.
• Provides computer technical services for assigned departments and will only work on the IT equipment that is approved.
• Help Desk-related requests, providing support to end-users on a variety of technology issues. Identifies, researches, and resolves complex technical problems. Responds to help desk ticketing system, telephone calls, e-mail, and personnel requests for IT support.
• Computer and peripheral deployment and support of workstations and mobile devices; multifunction copiers and printers; multimedia projectors and TVs, and all other miscellaneous hardware supported by the IT Department.
• Conducts training, as appropriate, for users on the proper use of network workstations and personal computers including system and network software.
• Must work in harmony with others and have good skills, including the ability to establish and maintain effective working relationships with fellow staff, departmental administration, and management.
• Meets all job safety requirements and all applicable OSHA safety standards that pertain to essential functions.
• Demonstrates regular and predictable attendance.
• Performs other related duties as assigned.

• Graduation from an accredited college or university with a bachelor’s degree in Computer Science, Management Information Systems, Mathematics, or a closely related field.
• 4 – 5 years full time experience in a role that demonstrates strong customer service and technical capabilities.
• Additional related experience and/or current technical certifications may substitute for education on a year-for-year basis. Additional requirements are as follows:
  • Excellent technical knowledge of network and PC hardware, including but not limited to hard drives, network cards, video cards, motherboards, memory, wireless devices, and basic networking.
  • Hands-on hardware troubleshooting experience.
  • Working technical knowledge of current network protocols, operating systems, and standards, including TCP/IP, DNS, and DHCP.
  • Ability to operate tools, components, and peripheral accessories such as printers, scanners, and network diagnostic tools.
  • Able to read and understand technical manuals, procedural documentation, and OEM guides.
  • Ability to conduct research into PC issues and products using as required.
  • Effective interpersonal skills and relationship-building skills.
  • Strong written and oral communication skills.
  • Ability to present ideas in user-friendly language.
  • Understanding of the organization’s goals and objectives.
  • Self-motivated and directed.
  • Keen attention to detail.
  • Exceptional analytical and problem-solving abilities.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Experience working in a team-oriented, collaborative environment.
  • Strong customer-service orientation.

Physical Requirements:

• On-call availability is required on an as needed basis. It may be necessary for collaborative efforts to be performed in conjunction with a system or network administrator, application developers, data and analytics staff, the cyber security team, or project managers after hours or on weekends. In some cases, little or no advanced notice may be given based on criticality.
• At times may require sitting for extended periods of time.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, hand and power tools, and to handle other computer components.
• Lifting and transporting of heavy to moderately heavy objects, such as computers and peripherals.
• Significant driving, standing, walking, moving, climbing, carrying, bending, kneeling, pulling, some crawling, reaching, and handling.
• The position works primarily indoors.
• The work environment and noise level are typical of those encountered in a small office setting.

For all positions:

• Ability to establish and maintain effective working relationships with elected officials, coworkers, the press the general public and members of diverse cultural and linguistic backgrounds regardless of race, religion, age, sex, disability, political affiliation, gender identity or sexual orientation.
• Ability to serve the public and fellow employees with honesty and integrity in full accord with the letter and spirit of all city ethics and conflicts of interest policies. Strong understanding of ethical behavior is required.
• Ability to maintain regular and punctual attendance.
• Performs related work as required.
• Reports to work as directed during an emergency as an essential employee of the City of Miami Beach.

For all technical, professional, supervisory and managerial positions:

• Ability to develop innovative and creative solutions to issues consistent with the City’s strategic plan.

Applicants must detail any related work experience on the application or risk disqualification

It is the applicant's responsibility to update their NEOGOV profile with work experience, education, certifications and personal contact information when submitting each application, failure to do so will result in ineligibility.

City of Miami Beach employees must reflect their current position and detail their work experience on the application to avoid being disqualified

Veterans Preference:

Veterans Preference is awarded in accordance with Florida State Statute 295.07. If veteran's preference is being claimed, it must be indicated on the application form and proper documentation, including all forms DD-214 (either Member 2 or Member 4), as well as the final Department of Defense Disability Letter (dated within one year) must be submitted with the application.