IT USER SUPPORT TECHINCIAN II

The Riverside County Information Technology Department has an opportunity for an IT User Support Technician II in Riverside.

The selected candidate will have proven expertise and knowledge in troubleshooting IT hardware and software problems and providing solutions. Responsibilities will include researching, planning, installing, configuring, maintaining and upgrading hardware, operating systems and department applications that are critical for County success.

The candidate will continually provide guidance in the use of operating systems and departmental applications on tablets, smartphones, laptops and desktops requiring strong organizational skills. Extensive knowledge and proficiency with Windows Active Directory, ServiceNow, Microsoft Exchange and Office 365.

The RCIT Department seeks candidates who have excellent customer service skills developed in a Help Desk and/or Service Desk role; understand how to successfully navigate and deliver results for customers with competing agendas, processes and/or priorities; understand team dynamics when leading and mentoring and possess strong communication and organizational skills.

This is a hybrid position and requires experience in remote troubleshooting.

Competitive experience includes remote troubleshooting in a fast-paced environment, proficiency in operating systems like Windows 11, Azure/Intune and coaching users in resolving issues. Experience in writing and maintaining technical documentation, policies, procedures and desktop support materials.

Certifications such as CCNA (Cisco Certified Network Associate), CompTIA A+, CompTIA Security+ are preferred.

This recruitment is for a weekend shift, during the training phase, the schedule will be 5/40 Monday through Friday. When training concludes, the weekend schedule will begin.
Meet the Team!

The Riverside County Information Technology (RCIT) department provides information technology services to County departments and agencies and is entrusted with managing and safeguarding the County's enterprise and mission-critical solutions and infrastructure. RCIT is committed to cultivating a collaborative and inclusive culture that fosters best of breed solutions with a focus on problem-solving to deliver quality products and services to our customers.• Receive, log, and route user calls for assistance or repair; monitor trouble call and resolution information; follow-up on and report aged calls to ensure timely response.

• Create and delete user accounts; maintain security by adding and removing users from security groups; reset passwords; add user home directories/group membership and modified user accounts.

• Support users assisting with tablets, smartphones, laptops, printer models, network connectivity, scanners, and desktops; install software and configure workstations; train users in access of Windows, Microsoft Exchange, Outlook and voicemail.

• Create, check status and dial in services for cisco accounts; report failed data circuits and phone equipment to appropriate external vendor.

• Provide customer service via phone and remote support; implement hardware upgrades for new or existing office locations.

• Diagnose, troubleshoot, repair software, hardware and network malfunctions.

• Log inventory hardware assets and report capital assets after installation.

• Troubleshoot and provide resolution to desktop communication problems and remote system connections; troubleshoot software, equipment errors, and coach users in correcting reported problems.

• Inform and train users in equipment and software operation.

• Prepare and maintain technical documentation and procedures; perform preventative maintenance and repair hardware.

• Research, evaluate, test hardware and software products, and systems solutions; install, configure and test hardware and software, prepare reports and proposals for service.

• Carry out security administration by maintaining tables and adding, purging and migrating users.

• Coordinate equipment deliveries, software licensing compliance, inventory and asset control. Education
Graduation from high school, possession of a certificate of proficiency issued by the California State Board of Education, or attainment of a satisfactory score on a G.E.D. test.

IT job-related course work from an accredited college, university, or trade school in computer science, computer information systems, data processing, information management or a related field to the assignment is preferred.

Experience
Two years of IT help desk experience, preferably in a remote setting and with the County of Riverside or a government agency.

Required IT-Related Skills
Determining user information needs; installing hardware and swapping out unit/components to meet repair needs; installing software and configuring workstations to established standards; use of Windows, Outlook, and voicemail.

Other Requirements
A valid California Driver License is required to travel to different sites, if needed.

Background

Positions with the Riverside County Information Technology Department require a successful Security Clearance conducted by the Sheriffs' Department.
Schedule
This recruitment is for a weekend shift, during the training phase, the schedule will be 5/40 Monday through Friday. When training concludes, the weekend schedule will begin:
Schedule #1 - 9/80 - 9-hour days: Sunday through Thursday, 7 am - 5 pm. Off every Friday and Saturday
or

Schedule #2 - 9/80 - 9-hour days: Tuesday through Saturday, 7 am - 5 pm. Off every Sunday and Monday

Physical Requirements

Push, lift and carry up to 50 lbs, crawling, kneeling and sitting up to five to eight hours per day.

Preferred IT-Related Skills
Installing, maintaining and repairing hardware through board level swap-out; installing software and tuning workstations for optimal performance; managing projects involving responsibility for establishing objectives, activities and timelines and completing the work in accordance with established guidelines; training or coaching others in the use of Windows, Outlook, voicemail, and standard office automation products; use of office automation tools including database query and reporting tools; use of help desk tools; use of PC/Network performance diagnostic and tuning tools.

Knowledge Of

The principles, methods, and techniques used in the course of work for the IT User Support Technician series; principles and techniques applied to IT devices, applications and systems; principles of organization and administration; the principles of documentation and recordkeeping, storage and retrieval.

Ability To

Gather and analyze data, reason logically, draw valid conclusions, and make appropriate recommendations; resolve technical problems and innovate more efficient use of IT resources; perform systems analysis work and problem solving; interpret and follow written and oral instructions; prepare concise reports and documents; establish and maintain effective working relationships with staff, customers, other employees, and the public; communicate effectively with people at all organizational levels. Application Status
How to confirm your application was received or check on the status of your application, log-in to , click on your name in the upper right corner and then click on “Applications & Status.”
Sign Up for Job Alerts
Go to , click on “Careers,” click on “County Job Openings” and then click on “Subscribe to Job Alerts”.

For questions regarding this recruitment
Contact Richard Griego at View phone number on click.appcast.io or View email address on click.appcast.io . Please allow 1-2 business days for a response to general inquiries.