IT User Support Technician II

Overview

IT User Support Technician II (Finance) – 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 Riverside County Fire Department has an opportunity for an in-office IT User Support Technician - Level II who will be assigned to the Fire Protection - Forest division, located at the Perris Administration Building.

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

• 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.

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.

Three years of IT job-related experience, preferably with the County of Riverside.

• 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.

• Possession of a valid California Driver License.

• 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.

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.

Gather and analyze…