IT User Support Technician II

Full Job Description

IMPORTANT NOTICE: Candidates for public safety positions will undergo a comprehensive background investigation to ensure their qualifications align with the responsibilities of a member of the Riverside County Sheriff IT team.

The requirements for this process include: a complete employment history, a record of residency for the past ten years, five to seven references (which must consist of current or former employers, family members, friends, and co-workers), all relevant police reports, documentation of vehicle accidents and/or citations, as well as a polygraph and medical examination.

Requirements

Provide technical support to Riverside County Sheriff’s Office personnel, ensuring that all technological equipment and software function properly.

Diagnose and resolve issues related to IT hardware, software, and network connectivity.

Monitor support tickets and ensure timely resolutions.Manage user accounts, including creation, modification, and deletion, while ensuring compliance with security protocols.

Administer access controls and assist users with account-related issues.Offer comprehensive support for devices such as tablets, smartphones, laptops, desktops, printers, and network equipment, ensuring they are configured and functioning to meet the needs of department personnel.Provide remote support from the Technical Services Bureau in Riverside and on-site support at various sheriff facilities throughout the county, addressing user needs quickly and efficiently.

Implement hardware and software upgrades to maintain optimal performance of departmental IT systems.Schedule delivery of equipment in coordination with the arrival of new employees to ensure a seamless setup process.

Communicate with all involved parties to keep them informed about the progress and any changes.Develop and utilize a workstation setup checklist that includes all essential IT equipment, such as desktops, laptops, monitors, keyboards, mice, scanners, and printers, to ensure a complete and efficient setup.Prepare and maintain detailed technical documentation, including user guides, troubleshooting procedures, and inventory logs.

Ensure accurate reporting of hardware and software assets.Oversee the administration and troubleshooting of desktop communications, remote connections, and system security.

Maintain the integrity of the department's IT infrastructure by managing user roles and permissions.Conduct training sessions and provide ongoing support to ensure department personnel are proficient in using their technological tools.

Educate users on best practices for IT security and equipment use.Collaborate on department-wide IT projects, contributing to the evaluation, testing, and implementation of new technology solutions.

Provide input on proposals for technology enhancements.Coordinate with external vendors to resolve issues with data circuits, phone systems, and other critical infrastructure as needed.Perform regular preventative maintenance on IT systems to minimize downtime and ensure that all equipment remains operational and reliable.Research, evaluate, and test hardware and software products and systems solutions; install, configure, and test hardware and software; prepare reports and proposals for service.

Qualifications IMPORTANT NOTICE: Candidates for public safety positions will undergo a comprehensive background investigation to ensure their qualifications align with the responsibilities of a member of the Riverside County Sheriff IT team.

The requirements for this process include: a complete employment history, a record of residency for the past ten years, five to seven references (which must consist of current or former employers, family members, friends, and co-workers), all relevant police reports, documentation of vehicle accidents and/or citations, as well as a polygraph and medical examination.EducationGraduation 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.ExperienceTwo years of IT job-related experience, preferably with the County of Riverside.Required IT-Related SkillsDetermining 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 SkillsInstalling, 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.Knowledge OfThe 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 ToGather 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.

Additional Information Application StatusHow to confirm your application was received or check on the status of your application, log-in towww.GovernmentJobs.com, click on your name in the upper right corner and click on “Applications & Status”.Sign Up for Job AlertsGo towww.RC-HR.com, click on “Careers,” click on “County Job Openings” and click on the “Subscribe to Job Alerts” icon.

For questions regarding this recruitment:Contact Richard Griego at (951) 955-5162 orrgriego@rivco.org. Please allow 1-2 business days for a response to general inquiries.