IT User Support Technician III

Introduction

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 III who will be assigned to the Fire Protection - Forest division, located at the Perris Administration Building.

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.

The Riverside County Fire Department (RCFD) is one of the largest integrated, cooperative, regional fire protection organizations in California. It is staffed with a combination of County of Riverside and State of California Department of Forestry and Fire Protection (CAL FIRE) personnel. RCFD provides full service, municipal and wildland fire protection, pre-hospital emergency medical response by paramedics and EMT's, technical rescue services and response to hazardous materials discharges.

RCFD serves a vast geographic area and diverse communities. The Department, a unique partnership between CAL FIRE and the County of Riverside, serves 22 partner agencies and has five core values:
Leadership, Competence, Integrity, Safety, and Customer Service.

• 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…