IT User Support Technician ll

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, 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.

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.

• 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.

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. test.

IT job-related course work 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.

Experience:
Two years of IT help desk experience, preferably in a remote setting and with the County of Riverside or a government agency.

Knowledge of: The principles, methods, and techniques used in the course of work for the IT User Support Technician series; principles and techniques applied to IT devices, applications and systems; principles of organization and administration; the principles of documentation and recordkeeping, storage and retrieval.

Ability to: Gather and analyze data, reason logically, draw valid conclusions, and make appropriate recommendations; resolve technical problems and innovate more efficient use of IT resources; perform systems analysis work and problem solving; interpret and follow written and oral instructions; prepare concise reports and documents; establish and maintain effective working relationships with staff, customers, other employees, and the public; communicate effectively with people at all organizational levels.

Required IT-Related Skills:
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.

Preferred IT-Related Skills:
Installing, maintaining and repairing hardware through board level swap-out; installing software and tuning workstations for optimal performance; managing projects involving responsibility for establishing objectives, activities and timelines and completing the work in accordance with established guidelines; training or coaching others in the use of Windows, Outlook, voicemail, and standard office automation products; use of office automation tools including database query and reporting tools; use of help desk tools; use of PC/Network performance diagnostic and tuning tools.