IT User Support Technician III - ACR

The Riverside County Assessors Clerk Recorders Office has an opportunity for an IT User Support Technician – Level III with the ACR Support Services IT Helpdesk Riverside.

The selected candidate will be responsible for MECM, SCCM and Intune Management, performing software installations and printer configurations. They will also assist staff with troubleshooting various desktop issues both hardware and software related.

The Assessors Clerk Recorders Office seeks candidates with knowledge and experience of Powershell scripting, ITSM Software (Fresh Service), Solar Winds, Microsoft 365 Administration and Active Directory.

The ACR has a staff of over 375 employees located in offices throughout Riverside County. The Assessor is responsible for locating, identifying and valuing all taxable property in Riverside County. The Recorder is responsible for providing the public with constructive notice of private acts and creating and maintaining custody of permanent records for all documents filed and recorded in Riverside County.

The County Clerk services range from issuing marriage licenses and performing marriage ceremonies to accepting filings of Fictitious Business Name Statements. The Records Management Archives Program (RMAP) unit provides professional records management services and the Archives Program provides public access to the history of Riverside County.

• Receive, log, and route user calls for assistance or repair; monitor trouble call/resolution information; follow-up on and report aged calls to ensure timely response.
• May provide oversight, mentor, and delegate work to subordinate staff; may participate in the employee selection process and recommend corrective action.
• Repair, patch and provide network support to systems; support several sites and servers.
• Monitor and distribute work tickets to technicians; coordinate user support proper use of software and hardware; coordinate resolutions to desktop communication problems and remote systems connections; coach users in correcting reported problems; coordinate equipment deliveries, software licensing compliance and inventory control.
• Provide project oversight; evaluate and determine viability and compatibility of hardware and software with systems; make decisions for issues and act as escalation support when needed.
• Create and delete user accounts; maintain security by adding and removing users from security groups.
• Support users assisting with tablets, smartphones, laptops, printer models, network connectivity, scanners, and desktops; configure workstations; train users in access of Windows, Microsoft Exchange, Outlook, and voicemail; provide customer service via phone and remote support; implement hardware upgrades for new or existing office locations.
• Create, check status, and dial in services for Cisco accounts; report failed data circuits and phone equipment to appropriate external vendor.
• Diagnose, troubleshoot, repair software, hardware, and network malfunctions; add user home directories/group membership and modified user accounts; coordinate with other IT divisions to resolve problems relating to network and email issues.
• Inform and train users in equipment and software operation; analyze and make recommendations on response time, training design, user support needs, or customer satisfaction.
• 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 or 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.
• Consult with users on re-engineering business processes and the use of technology, products, and services; develop and conduct training in operation and use of hardware and software.

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 coursework 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.

Four years of successful journey level IT job-related experience, one year of which included either lead person duties or technically advanced IT job-related work. (One year as an IT User Support Technician II will satisfy the one year of lead or technical advanced experience requirement.)

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.

The principles, methods, and…