Description This is an intermediate hybrid role that functions between the IT helpdesk and senior IT Operations staff, performs basic administration of backend IT systems and serves as a Tier 2 escalation point for IT Helpdesk issues providing high-level technical support for end-users. Essential Duties and Responsibilities Resolve advanced helpdesk issues and requests escalated from Level 1 support technicians Provide training and backup support to frontline helpdesk staff as needed during busy times Basic administration of various IT infrastructure systems such as networking, software and OS patching, Microsoft Entra and 365 products and services and a variety of deployment and security tools Perform ad-hoc information queries on a variety of IT systems Maintain standard operation procedure documentation and detailed records of IT problems and solutions Maintain security best practices in coordination with cybersecurity team Perform after hours maintenance and emergency support or recovery as necessary Perform related work as required and/or other duties as assigned Required Knowledge, Skills and Abilities Knowledge of Microsoft operating systems and Active Directory services Knowledge of Microsoft 365/Entra/Azure cloud environment, products and services Knowledge of disaster recovery and database backup procedures Advanced troubleshooting, diagnostic and root cause analysis skills Familiarity with Powershell scripting Desire to promote process improvement and quality Ability to learn and apply new technical subject matter Ability to present technical information to management as well as end users clearly and effectively Minimum Qualifications High school diploma or equivalent; bachelor's degree in related field or Microsoft certifications preferred; or a minimum of (4) years related professional experience. "LUZERNE COUNTY IS AN EQUAL OPPORTUNITY & AFFIRMATIVE ACTION EMPLOYER."