IT User Support Technician ll (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 Information Technology Department (RCIT) has an opportunity for a IT User Support Technicians - Level II, located in Riverside.
The selected candidate will have proven expertise and knowledge in troubleshooting IT hardware and software problems and providing solutions. R esponsibilities will include researching, planning, installing, configuring, maintaining and upgrading hardware, operating systems and department applications that are critical for County success.
The incumbent will continually provide guidance in the use of operating systems and departmental applications on tablets, smartphones, laptops and desktops requiring strong organizational skills. Extensive knowledge and proficiency with Windows Active Directory, ServiceNow, Microsoft Exchange and Office 365.
The RCIT Department seeks candidates who have excellent customer service skills developed in a Help Desk or service provider role; understand how to successfully navigate and deliver results for customers with competing agendas, processes and/or priorities; understand team dynamics when leading and mentoring and possess strong communication and organizational skills.
Competitive candidates will have experience working in a large enterprise IT environment, working at the Help Desk level, within the last three years.
Based on department needs, this position will include weekend shifts.
About Riverside County Information Technology
RCIT is a full-service provider of IT services including communications, development, security, infrastructure, desktop support, helpdesk, and datacenter services. Comprehensive systems support is also offered for email and messaging, smart phones, tablets, expert technical support, and production and test environments.• 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.
• Help Desk Support: assisting users 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.
• 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.
• Prepare and maintain technical documentation and procedures; perform preventative maintenance and repair hardware.
• Coordinate equipment deliveries, software licensing compliance, inventory, and asset control.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
Three years of IT job-related experience, preferably with the County of Riverside.
Required IT-Related Skills
Help Desk support of users with 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.
Other Requirements
Possession of a valid California Driver License.
A successful Security Clearance conducted by the Sheriffs' Department.
Physical Requirements
This position requires moving towers, printers and monitors and getting low to the ground to pull, install or relocate wires.
Preferred IT-Related Skills
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.
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.GENERAL INFORMATION
This RCIT recruitment is open to all applicants.
If you have any questions regarding this posting, please contact Richard Griego at rgriego@rivco.org
