IT User Support Tech III - Western

JOB
The County of Riverside seeks candidates to fill positions throughout Riverside County. A list of eligible candidates will be established to fill current and future vacancies. The Office of The District Attorney - County of Riverside seeks an IT User Support Technician - Level III, located in Riverside. The IT User Support Technician III, on the help desk or in the field, will troubleshoot technical problems, resolve highly complex issues and provide solutions. They will provide technical assistance and support of computers, laptops, printers, departmental applications, and local area networks through remote and onsite services. They will research, plan, install, configure, troubleshoot, maintain and upgrade desktop software and hardware, and operating systems. Additionally, they will troubleshoot and resolve hardware, software, and connectivity problems, including user access and component configuration. Incumbents in this class exercise a high degree of independent judgment, provide project oversight to subordinate staff, are considered subject matter experts and perform the most complex assignments that require extensive knowledge and proficiency.Competitive candidates will possess four or more years, within the last four years, of IT job-related Help Desk and Service Desk experience in a large enterprise environment; advanced working knowledge of Microsoft 365, Microsoft Exchange Online and Active Directory.While not required, the following CompTIA certifications are preferred: A+, Mobile+ and Security+.Meet The Team!The District Attorney of Riverside County, as the public prosecutor acting on behalf of the People, vigorously enforces the law, pursues the truth, protects those victimized by crime, exonerates the innocent, and safeguards the rights of all to ensure that justice is done on behalf of our community. The office’s staff of over 800 is comprised of prosecuting attorneys, sworn investigators, victim-witness advocates, paralegals, investigative technicians, forensic analysts, and a wide range of information technology and supporting staff all committed to excellence and integrity in public service. We are, and we seek to maintain, a diverse workforce to match a diverse county.

EXAMPLE OF DUTIES

• 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.

SUPPLEMENTAL INFORMATION
This recruitment is exclusive to County of Riverside employees.GENERAL INFORMATIONIf you have any questions regarding this posting, please contact Richard Griego at rgriego@rivco.org