Information Technology Support Specialist II

Luzerne County; Wilkes-Barre (Luzerne County); Hybrid; USD 65,000 - 90,000; Full time

Job summary

Luzerne County is seeking an IT Support Specialist II, a Tier-2 hybrid role bridging helpdesk and senior IT Operations for the District Attorney's Office. The position supports onsite and remote environments across DA offices, delivering advanced technical support and managing backend infrastructure.

The ideal candidate has 3–5 years IT support experience, a Bachelor's degree in IT/CS, and strong skills in Windows, AD/Entra ID, Azure, VMware/Hyper-V, and PowerShell scripting.

Qualifications

• 3–5 years IT support experience.
• Bachelor's degree in IT, Computer Science, or equivalent.
• Experience in enterprise IT environments preferred.

Responsibilities

• Tier-2 support: diagnose/resolve complex hardware, software, and network issues from staff via phone, email, or in-person using root-cause analysis.
• Systems & Network Administration: install, configure, patch endpoints, laptops, servers; assist with monitoring, backups, DR.
• Identity & Access Management: Administer Active Directory and Entra ID; manage user lifecycles, permissions, resets.
• Security & Compliance: implement security updates, monitor vulnerabilities, enforce cybersecurity with central team.
• Documentation & Querying: manage requests in ticketing systems; maintain SOPs and knowledge base; run ad-hoc queries.
• Training & Collaboration: educate end-users on tech adoption and security; partner with vendors and County IT teams.
• Flexibility & Travel: travel to multiple DA offices; after-hours maintenance.
• Perform other duties and/or specialized projects as assigned.

Skills

Windows 11

Windows Server

Microsoft 365

Active Directory

Entra ID

Azure

PowerShell scripting

VMware

Hyper-V

Root-cause analysis

Education

Bachelor's degree in IT or Computer Science

Tools

VMware

Hyper-V

PowerShell

Job description

Description

The Information Technology (IT) Support Specialist II is a Tier-2 hybrid role bridging helpdesk and senior IT Operations for the Luzerne County District Attorney's Office. Operating both onsite and remotely, this position provides advanced technical support and administers backend IT infrastructure. The Specialist ensures operational efficiency across all DA office locations in strict compliance with the protocols and systems established by the Luzerne County Information Technology Department.

Essential Duties and Responsibilities

• Tier-2 Technical Support: Diagnose and resolve complex hardware, software, and network issues escalated from frontline staff via phone, email, or in-person using rootcause analysis.


• Systems & Network Administration: Install, configure, and patch endpoints, laptops, and servers. Assist with network monitoring and managing database backups, disaster recovery, and business continuity.


• Identity & Access Management: Administer Active Directory and Entra ID; manage user lifecycles, permissions, password resets, and account unlocks.


• Security & Compliance: Implement security updates, monitor vulnerabilities, and enforce cybersecurity best practices alongside the central IT security team.


• Documentation & Querying: Manage and track requests in ticketing systems (e.g., Freshservice, SysAid). Maintain Standard Operating Procedures (SOPs), knowledge base articles, and run ad-hoc system queries.


• Training & Collaboration: Educate end-users on technology adoption and security awareness. Partners with vendors, internal departments, and County IT teams


• Flexibility & Travel: Travel to multiple DA office locations as required. Participate in after-hours maintenance, and emergency responses.


• Perform any other related duties and/or specialized projects as assigned by the District Attorney.

Required Knowledge, Skills and Abilities

• Core Systems: Advanced proficiency in Windows 11, Windows Server, Microsoft 365, Active Directory, Entra ID, and Azure cloud services.


• Virtualization & Scripting: Hands-on experience with VMware, Hyper-V, and PowerShell scripting/automation.


• Professional Skills: Superior root-cause analysis, workload prioritization, and the ability to explain complex technical concepts to non-technical users.

Minimum Qualifications

• Experience: 3-5 years of IT support experience.


• Education: Bachelor's degree in IT, Computer Science, or equivalent practical experience.

Physical Requirements

• Ability to lift and move IT equipment weighing up to 50 pounds.


• Ability to crawl, kneel, and bend under or around desks for equipment installations and cabling.


• Ability to work at a computer workstation for extended periods.

No application will be accepted in instances where the applicant has any pending criminal charges filed against him/her, other than minor traffic violations, or domestic violence complaints and/or PF As in this or any other jurisdiction. An applicant is obligated to disclose any prior criminal charges and convictions, other than minor traffic violations.

LUZERNE COUNTY IS AN EQUAL OPPORTUNITY & AFFIRMATIVE ACTION EMPLOYER.