IT User Support Technician ll

ABOUT THE POSITION

The Riverside County Information Technology department has an opportunity for an IT User Support Technician (IT UST) 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, Service Now, Microsoft Exchange, Windows 365 and Outlook.

The RCIT Department seeks candidates who have excellent customer service skills developed in a Help Desk, service provider 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 position's schedule will be 5/40 during the training period and upon completion 9/80.

This is a hybrid position and requires experience in remote troubleshooting. Weekend availability is required on a rotating basis.

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 creating, writing, and maintaining technical documentation, policies, procedures, and desktop support materials. Certifications such as CCNA (Cisco Certified Network Associate), A+, Security + are preferred.

The IT User Support Technician II is the journey level classification in the IT User Support Technician series and reports to a supervisory or manager level position. Incumbents perform the full range of duties requiring a greater technical knowledge with little supervision or guidance. The main objective of this classification series is to troubleshoot technical problems and provide solutions to users.

The IT User Support Technician II is distinguished from IT User Support Technician III in that the latter requires incumbents to possess and use expertise-level technical and analytical skills on a regular basis. Advancement to the next level is obtained by competitive selection through an open recruitment.

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.

EXAMPLES OF ESSENTIAL DUTIES

* 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.

MINIMUM QUALIFICATIONS

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.…