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 University Health System Public Health has an opportunity for an in-office IT User Support Technician II who will be assigned to the Field Desktop Support Division, located at the Health administration building, 4065 County Cir Dr, Riverside, CA 92503.

The IT User Support Technician II is a skilled, customer-focused professional responsible for providing advanced technical support and solutions to end users across the Health Administration Building and other sites. This role requires a deep understanding of computer systems, software applications, and network connectivity, as well as the ability to communicate effectively with staff at all organizational levels from office and field personnel to executive leadership. The incumbent will diagnose, troubleshoot, and resolve a wide range of technical issues involving hardware, software, operating systems, peripherals, and remote system access. The IT User Support Technician II serves as an escalation point for complex support incidents, ensuring minimal disruption to business operations and maintaining a high level of customer satisfaction and performs other related duties as required.

Competitive candidates will possess 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.

Schedule : 5 / 40, Monday through Friday, 8 : 00 a.m. to 5 : 00 p.m. Work hours may vary based on departmental needs.

The IT User Support Technician II is the journey level classification in the IT User Support Technician series and reports to a supervisory or manager level position. Incumbents perform the full range of duties requiring a greater technical knowledge with little supervision or guidance. The main objective of this classification series is to troubleshoot technical problems and provide solutions to users.

Meet the Team!

Riverside University Health System Public Health .

• 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. 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 : Two years of IT job-related experience, preferably with the County of Riverside.

Required IT-Related Skills : 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, GroupWise, Outlook, and voicemail.

License : Possession of a valid California Driver's License is required as the candidate will be traveling to other facilities.

Physical Requirements : The IT User Support Technician II must be able to lift, carry, and move computer equipment and components, including monitors, CPUs, and hard drives, weighing up to 25 pounds. The position also requires the ability to kneel, bend, crawl, reach, and stand for extended periods while installing, connecting, or troubleshooting computer systems and related equipment.

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, GroupWise, 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. This recruitment is open to all candidates.

For more information, please email Silvia Trammell at strammell@rivco.org .