Executive IT Support Specialist / Level 2

Data Net Solutions Group is seeking an experienced Level 2 IT Support Specialist to provide dedicated onsite IT support for the City of Adelanto.

This position combines three critical responsibilities:

• Exceptional white-glove support for the City Manager, department leadership, VIPs, and City staff.
• Strong Level 2 technical support for the City’s day-to-day IT needs.
• Documentation, process improvement, and SOP development to make City IT support more consistent, efficient, and repeatable.

This is not a Level 3 engineering position. Data Net’s senior engineering team provides escalation support for advanced server, network, cybersecurity, cloud, and infrastructure issues.

The successful candidate will be someone who takes ownership of problems, communicates exceptionally well, documents what they learn, and continually looks for ways to turn repetitive work into a documented and repeatable process.

Primary ResponsibilitiesExecutive & VIP Support

• Provide white-glove IT support to the City Manager, department leadership, and other VIP users.
• Respond quickly and professionally to executive support requests.
• Take ownership of problems through resolution rather than simply handing users off to another technician.
• Proactively communicate status and follow up after issues are resolved.
• Support executive computers, mobile devices, email, Microsoft 365, printers, applications, and other technology.
• Assist with technology requirements for important meetings and presentations.
• Anticipate technology needs for high-profile City meetings and events.
• Maintain professionalism, discretion, and confidentiality when working with City leadership.

Level 2 Technical Support

Provide hands-on troubleshooting and support for:

• Windows desktops and laptops.
• Microsoft 365, Outlook, Teams, and Office applications.
• Active Directory and Microsoft 365 user administration.
• User onboarding and offboarding.
• Password, MFA, and account-access issues.
• Printers, scanners, and peripherals.
• Mobile devices.
• Conference-room and meeting technology.
• Line-of-business applications.
• Network connectivity and basic network troubleshooting.
• VPN and remote-access issues.
• Basic server and infrastructure troubleshooting.
• Hardware deployment and replacement.
• Software installation and troubleshooting.

The technician should understand networking fundamentals including TCP/IP, DHCP, DNS, VLANs, switches, firewalls, and wireless networking.

Advanced network, server, Hyper-V, Veeam, cybersecurity, SCADA/OT, and infrastructure issues will be escalated to the appropriate Data Net engineer.

Documentation, SOP Development & Process Improvement

This is a major responsibility of the position.

The City has numerous users, departments, applications, vendors, facilities, and technology systems. The technician will be expected to actively improve how these systems are supported by creating and maintaining clear documentation and repeatable procedures.

Responsibilities include:

• Create and maintain Standard Operating Procedures (SOPs) for recurring IT tasks.
• Identify frequently repeated support requests and develop documented procedures to resolve them efficiently.
• Document onboarding and offboarding procedures by department and position where appropriate.
• Create checklists for recurring activities so tasks are performed consistently.
• Document VIP and executive technology requirements so support is proactive rather than reactive.
• Maintain accurate user, device, application, vendor, and infrastructure documentation.
• Document line-of-business applications, support contacts, escalation procedures, and known issues.
• Create troubleshooting procedures for recurring technical problems.
• Document conference-room, meeting, and presentation technology.
• Document vendor support procedures and escalation contacts.
• Maintain accurate asset and equipment information.
• Identify undocumented systems, processes, credentials, dependencies, and support requirements and work with the appropriate Data Net resources to document them.
• Review existing procedures and identify opportunities to simplify or streamline them.
• Work with Data Net engineers to convert technical knowledge into procedures that Level 1 and Level 2 technicians can safely execute.
• Ensure significant technical work and configuration changes are reflected in the appropriate documentation.
• Maintain documentation so another qualified Data Net technician can provide support without depending on undocumented institutional knowledge.

The objective is not simply to document the environment as it exists.

The technician should continually ask:

“How can we make this easier, faster, more consistent, and repeatable the next time?”

Whenever a task occurs repeatedly, the expectation is that the technician will determine whether it should become a documented process, checklist, template, or SOP.

Customer Service Expectations

Technical ability is important, but this position requires someone who genuinely enjoys supporting people.

The successful candidate must:

• Be approachable, patient, and professional.
• Communicate technical issues in language nontechnical users can understand.
• Remain calm when users are frustrated or an issue is urgent.
• Understand that an issue affecting City leadership may require immediate attention.
• Provide frequent updates without requiring the user to ask for them.
• Take responsibility for coordinating escalations rather than telling the user to contact someone else.
• Follow up to confirm that the user’s issue is actually resolved.
• Build trusted working relationships with City employees and leadership.

A strong candidate should naturally think, “I’ll take care of it,” and then make sure it gets done.

Team Structure

This position works alongside another dedicated onsite Data Net technician supporting the City.

The technicians will work collaboratively, with this position placing particular emphasis on:

• Executive and VIP support.
• End-user experience.
• Level 1 and Level 2 troubleshooting.
• Documentation and SOP development.
• Process improvement.
• Communication and follow-through.
• Coordination between City personnel and Data Net’s engineering team.

Data Net’s senior engineers and security personnel are available for advanced technical issues and project work.

Schedule & On-Call Responsibilities

The normal onsite schedule is Monday through Thursday at the City of Adelanto.

The position participates in shared after-hours and weekend support coverage. Most after-hours issues will be handled remotely whenever possible.

Occasionally, an issue may require the technician to respond onsite outside normal working hours. Candidates must be willing and able to provide onsite support when required as part of the established on-call rotation.

Data Net is continuing to improve remote-management capabilities with the objective of resolving as many after-hours issues remotely as possible.

• Demonstrated Level 2 desktop and end-user support experience.
• Strong Windows troubleshooting skills.
• Working knowledge of Microsoft 365.
• Working knowledge of Active Directory.
• Understanding of TCP/IP, DNS, DHCP, VLANs, switching, wireless, and basic network troubleshooting.
• Experience supporting printers, mobile devices, conference rooms, and common business applications.
• Exceptional customer-service skills.
• Strong written and verbal communication skills.
• Demonstrated ability to create clear technical documentation, procedures, checklists, and SOPs.
• Ability to take an undocumented or inconsistent process and turn it into a repeatable procedure that another technician can follow.
• Strong organizational skills and attention to detail.
• Professional appearance and demeanor appropriate for working directly with municipal executives and City leadership.
• Ability to prioritize multiple issues and recognize when an executive or business-critical problem requires immediate attention.
• Ability to work independently while following established processes.
• Ability to recognize when an issue should be escalated rather than attempting work outside the technician’s responsibility.
• Reliable transportation and ability to respond onsite when required.
• Consistent and dependable attendance. This is a dedicated onsite position, and the successful candidate must be someone the City and Data Net can rely upon to show up as scheduled and provide coverage consistently.

Preferred Qualifications

Experience with any of the following is beneficial but not required:

• Municipal or government IT.
• Executive/VIP IT support.
• Technical writing or IT process documentation.
• Microsoft Intune.
• Microsoft Entra ID.
• Hyper-V.
• Veeam.
• Cisco networking.
• Remote monitoring and management platforms.
• Cybersecurity tools and endpoint protection.
• Supporting multi-site organizations.

Experience supporting SCADA or operational technology is not required. Advanced SCADA/OT work is handled through Data Net’s engineering resources and specialized partners.

$30.00-$35.00 per hour, depending on experience and qualifications.

What Success Looks Like

The right person for this position does not need to be the most advanced engineer in the room.

They need to be technically capable, dependable, organized, responsive, and exceptionally good at taking care of users.

Success means:

• City leadership receives exceptional IT support.
• Users know who is responsible for their issue and receive consistent communication.
• Recurring problems become documented solutions.
• Repetitive tasks become SOPs and checklists.
• Documentation continually improves.
• Other Data Net technicians can step in and support the City using the documentation that has been created.
• Routine work becomes increasingly standardized and capable of being performed remotely.
• Senior engineers spend less time on issues that should be handled through established Level 1 and Level 2 procedures.

When the City Manager or another City employee has an IT problem, they should have confidence that their Data Net technician will own the issue, communicate with them, coordinate whatever resources are necessary, and get it resolved.

Pay: $27.50 - $35.00 per hour

Expected hours: 40.0 - 55.0 per week, * 401(k)

• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Retirement plan