NEOGOV · 4 hours ago
IT Support Technician II
Pensacola, FL
Full-time
Onsite
Mid Level
$51K/yr - $60K/yr
3+ years expNEOGOV is seeking an IT Support Technician II to provide technical software, hardware, and network problem resolution to all City wide computer users. The role involves diagnosing issues, guiding users through solutions, and maintaining documentation for support procedures.
GovTechHuman ResourcesInformation TechnologySoftware
Responsibilities
Provides support to users taking requests over the phone or online
Utilizes the Help Desk tracking software tool to log the status of all calls
Consults with users and conducts information assessments to determine user needs
Provides one-on-one end-user problem resolution over the phone for city issued Personal Computer (PC) software and hardware
Coordinates and ensures the standard implementation of policies, procedures, and systems operations with local computer support personnel
Writes and/or maintains up-to-date documentation for basic hardware and software installation and support procedures
Assesses the effectiveness of hardware, software, and communications performance
Ensures equipment is meeting user needs
Analyzes and resolves hardware, software, and communications problems using diagnostic software and/or technical troubleshooting processes
Monitors the hardware to ensure it is properly maintained
Conducts on-going system audits to evaluate the utility and efficiency of the system's hardware, software, and communications components and the effectiveness of user training programs in meeting management information needs
Installs and configures PCs throughout City departments
Provides Audio Visual supports
Trains users in various computer programs and software
Images and deploys computer equipment to city staff as required. Deploys additional equipment/software as needed
Provides technical support for meeting bodies as needed
Reviews pertaining policies and suggests improvements and/or changes
Performs other related duties as assigned
Qualification
Required
Associate's Degree in computer science or related field. Three (3) years of basic Help Desk support experience may be substituted for each year of college
Combination of education, training and/or work experience equal to or higher than the requirements listed above as determined by Human Resources
Possession of an appropriate driver's license for equipment operated and any license, training, or certification required by law or regulation to complete assigned tasks
Knowledge of computer processing operations, procedures, and equipment
Knowledge of problem-solving techniques
Knowledge of computers and software
Knowledge of the principles, practices, and techniques of computer programming and/or computer systems analysis
Thorough knowledge of pertinent principles, practices, methods, materials, tools, and equipment applied in computer operations
Skill in installing and configuring of PC's, printers, monitors, modems, scanners, and other peripheral equipment
Ability to process information logically and solve problems
Ability to develop training programs related to users' operations and procedures
Ability to monitor and resolve problems with computer system components
Ability to identify and define user task needs
Ability to communicate effectively
Ability to establish and maintain effective working relationships with associates and the general public
Ability to plan, organize, and coordinate work assignments
Company
NEOGOV
NEOGOV is the leading provider of workforce management software uniquely designed for the public sector, education, and public safety.
501-1000 employees
H1B Sponsorship
NEOGOV has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (13)
2024 (10)
2023 (10)
2022 (18)
2021 (14)
2020 (16)
Funding
Current Stage
Late StageTotal Funding
$700MKey Investors
Warburg Pincus
2025-07-28Secondary Market· $700M
2025-07-28Acquired
2021-06-02Private Equity
Leadership Team
Shane Evangelist
CEO
Brandon McDonald
Head Of Marketing
Recent News
Canada NewsWire
2025-11-14
2025-11-14
Government Technology US
2025-10-31
Company data provided by crunchbase