IT User Support Technician II

IT User Support Technician II (Finance)

The County of Riverside seeks candidates to fill positions throughout Riverside County. The Riverside County Sheriff's Department seeks an IT User Support Technician II, located in Riverside.

IMPORTANT NOTICE: Candidates for public safety positions will undergo a comprehensive background investigation to ensure their qualifications align with the responsibilities of a member of the Riverside County Sheriff IT team. The requirements for this process include: a complete employment history, a record of residency for the past ten years, five to seven references (which must consist of current or former employers, family members, friends, and co‑workers), all relevant police reports, documentation of vehicle accidents and/or citations, as well as a polygraph and medical examination.

The IT User Support Technician II provides technical assistance, training and support in the use of IT hardware, software and network systems to ensure that the over 4,000 personnel within the Sheriff's Department have the technology necessary to accomplish their assigned responsibilities.

We're looking for candidates eager to troubleshoot technical problems, support mission‑critical systems, and participate in the department's short and long‑term projects designed to enhance the Department's technological capabilities. Most of all, we need someone who can thrive in a fast‑paced, high‑pressure environment that operates 24/7/365.

The role requires understanding how to navigate and deliver results for customers with competing agendas, processes and/or priorities; lead and mentor teams; and possess strong communication and organizational skills.

Telecommuting is not part of the role; both on‑site and remote support from the Technical Services Bureau located in Riverside is essential to meet the demands of this position.

The Sheriff's Department seeks competitive candidates who have experience working in a large enterprise IT environment, within the last five years, in a Help Desk or service provider role.

• Provide technical support to Riverside County Sheriff's Office personnel, ensuring that all technological equipment and software function properly. Diagnose and resolve issues related to IT hardware, software, and network connectivity. Monitor support tickets and ensure timely resolutions.
• Manage user accounts, including creation, modification, and deletion, while ensuring compliance with security protocols. Administer access controls and assist users with account‑related issues.
• Offer comprehensive support for devices such as tablets, smartphones, laptops, desktops, printers, and network equipment, ensuring they are configured and functioning to meet the needs of department personnel.
• Provide remote support from the Technical Services Bureau in Riverside and on‑site support at various sheriff facilities throughout the county, addressing user needs quickly and efficiently. Implement hardware and software upgrades to maintain optimal performance of departmental IT systems.
• Schedule delivery of equipment in coordination with the arrival of new employees to ensure a seamless setup process. Communicate with all involved parties to keep them informed about the progress and any changes.
• Develop and utilize a workstation setup checklist that includes all essential IT equipment, such as desktops, laptops, monitors, keyboards, mice, scanners, and printers, to ensure a complete and efficient setup.
• Prepare and maintain detailed technical documentation, including user guides, troubleshooting procedures, and inventory logs. Ensure accurate reporting of hardware and software assets.
• Oversee the administration and troubleshooting of desktop communications, remote connections, and system security. Maintain the integrity of the department's IT infrastructure by managing user roles and permissions.
• Conduct training sessions and provide ongoing support to ensure department personnel are proficient in using their technological tools. Educate users on best practices for IT security and equipment use.
• Collaborate on department‑wide IT projects, contributing to the evaluation, testing, and…