IT User Support Technician III

The IT User Support Technician - Level III will provide customer support by diagnosing, troubleshooting and providing solutions to software, hardware and remote system connection issues.

Competitive candidates will possess four or more years, within the last five years, of IT job-related Help Desk and Service Desk experience in a large enterprise environment; advanced working knowledge of Microsoft 365, Microsoft Exchange and Active Directory.

The position requires the ability to work independently and travel to different Fire Department locations, over 100 remote sites throughout Riverside County, for over eighty-percent of the week. The selected candidate will also participate in the stand-by shift rotation (24 hours a day over a seven day period) approximately every four to five weeks.

• 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.

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
Four years of successful journey level IT job-related experience, one year of which included either lead person duties or technically advanced IT job-related work. (One year as an IT User Support Technician II will satisfy the one year of lead or technical advanced experience requirement.)

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, GroupWise, Outlook, and voicemail.

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.