IT User Support Technician II

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.

Competitive candidates will possess three or more years, within the last four 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 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 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…