IT USER SUPPORT TECHINCIAN II

JOB


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.
EXAMPLE OF 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. SUPPLEMENTAL INFORMATION Application Status

How to confirm your application was received or check on the status of your application, log-in to www.GovernmentJobs.com, click on your name in the upper right corner and then click on “Applications & Status.”

Sign Up for Job Alerts
Go to www.RC-HR.com, 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 951-955-5162 or rgriego@rivco.org. Please allow 1-2 business days for a response to general inquiries.