For questions regarding this position, please contact the Recruiter listed in the Supplemental Information section.
About The Position
The Riverside County Information Technology Department has an opportunity for an IT User Support Technician II in Riverside.
The selected candidate will have proven expertise and knowledge in troubleshooting IT hardware and software problems and providing solutions. Responsibilities will include researching, planning, installing, configuring, maintaining and upgrading hardware, operating systems and department applications that are critical for County success.
The candidate 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 and/or Service Desk 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.
This is a hybrid position and requires experience in remote troubleshooting.
Competitive experience includes remote troubleshooting in a fast-paced environment, proficiency in operating systems like Windows 11, Azure/Intune and coaching users in resolving issues. Experience in writing and maintaining technical documentation, policies, procedures and desktop support materials.
Certifications such as CCNA (Cisco Certified Network Associate), CompTIA A+, CompTIA Security+ are preferred.
This recruitment is for a weekend shift, during the training phase, the schedule will be 5/40 Monday through Friday. When training concludes, the weekend schedule will begin.
Meet the Team!
The Riverside County Information Technology (RCIT) department provides information technology services to County departments and agencies and is entrusted with managing and safeguarding the County’s enterprise and mission-critical solutions and infrastructure. RCIT is committed to cultivating a collaborative and inclusive culture that fosters best of breed solutions with a focus on problem-solving to deliver quality products and services to our customers.
Examples Of Essential Duties
- 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.
Minimum Qualifications
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 help desk experience, preferably in a remote setting and with the County of Riverside or a government agency.
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, Outlook, and voicemail.
Other Requirements
A valid California Driver License is required to travel to different sites, if needed.
Background
Positions with the Riverside County Information Technology Department require a successful Security Clearance conducted by the Sheriffs' Department.
Schedule
This Recruitment Is For a Weekend Shift, During The Training Phase, The Schedule Will Be 5/40 Monday Through Friday. When Training Concludes, The Weekend Schedule Will Begin
Schedule #1 - 9/80 – 9-hour days: Sunday through Thursday, 7 am – 5 pm. Off every Friday and Saturday
or
Schedule #2 - 9/80 – 9-hour days: Tuesday through Saturday, 7 am – 5 pm. Off every Sunday and Monday
Physical Requirements
Push, lift and carry up to 50 lbs, crawling, kneeling and sitting up to five to eight hours per day.
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.
SUPPLEMENTAL INFORMATION
Application Status
How to confirm your application was received or check on the status of your application, log-in to www.GovernmentJobs.com , click on your name in the upper right corner and then click on “Applications & Status.”
Sign Up for Job Alerts
Go to www.RC-HR.com , click on “Careers,” click on “County Job Openings” and then click on “Subscribe to Job Alerts”.
For questions regarding this recruitment
Contact Richard Griego at 951-955-5162 or rgriego@rivco.org . Please allow 1-2 business days for a response to general inquiries.
________________________________________________________________________________________
APPLICATION INFORMATION
Veteran's Preference
The County has a Veterans Preference Policy applicable to new hires. To qualify, attach the required documents to your job application. Documents include a copy of your (or your spouse's) Member-4 Form DD-214 indicating dates of service. For spousal preference, and as applicable, the following documents: a copy of your marriage certificate, spouse's death certificate, a letter of spouse's disability and/or letter of service-related death (if available) from the U.S. Veteran's Administration. For privacy reasons, it is recommended that you remove your social security information from the document(s). A Human Resources Representative will review the materials and determine if you qualify for veterans' preference. For complete details and documentation requirements, please review the Veterans Preference Policy, C-3 here: https://rivcocob.org/board-policies
Reasonable Accommodations
The County of Riverside is committed to providing reasonable accommodation to applicants as required by the Americans with Disabilities Act (ADA) and Fair Employment and Housing Act (FEHA). Qualified individuals with disabilities who need a reasonable accommodation during the application or selection process should contact the recruiter for the position noted above. For additional information and/or to obtain the appropriate form for requesting a reasonable accommodation, please visit the Disability Access Office web page located at: https://rc-hr.com/disability
Proof of Education
If using education to qualify or when requested by the recruiter, upload a copy of any license(s), official/unofficial transcript(s), degrees, and/or related employment documents to your NeoGov account at the time of application and before the closing date. Official or unofficial transcripts will be accepted.
If your education was completed outside of the United States, you will need to provide a copy of your Foreign Education Equivalency evaluation from a member of the National Association of Credential Evaluation Services ( NACES ) or Association of International Credential Evaluators, Inc. ( AICE ).
Work Authorization Requirement
Applicants must be legally authorized to work in the United States at the time of application. The County of Riverside does not participate in visa sponsorship programs, including H1-B visas, and will not provide sponsorship for any employment-based visas.
Equal Opportunity Employer
The County of Riverside is an Equal Opportunity Employer. It is the policy of the County of Riverside to provide equal employment opportunities for all qualified persons. All applicants will be considered without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, gender, gender identity, gender expression, marital status, ancestry, medical condition (cancer and genetic characteristics), genetic information, or denial of medical and family care leave, or any other non-job-related factors.
Pre-Employment
All employment offers are contingent upon successful completion of pre-employment requirements including a criminal background investigation, which involves fingerprinting. (A felony or misdemeanor conviction may disqualify the applicant from County employment). A pre-employment physical examination and background check may be required.
Probationary Period
As an Approved Local Merit System, all County of Riverside employees, except those serving "At Will," are subject to the probationary period provisions as specified in the applicable Memorandum of Understanding, County Resolution, or Salary Ordinance. Temporary and Per Diem employees serve at the pleasure of the agency/department head.
General Information
Current County of Riverside and/or current employees of the hiring department may receive priority consideration. Qualified candidates may be considered for future County vacancies.
Job postings may close without notice based on application volume. Submit your complete application by the recruitment close date; no late applications are accepted. Ensure all relevant experience/education is reflected on your application/resume, as a failure to demonstrate position requirements may disqualify applicants. A description of job duties directly copied from the job classification or job posting will not be considered.
Please read and follow any special application instructions on this posting. Click the '
Apply' link located on this page to submit your application. For additional instructions on the application process, examinations, Veteran's preference, pre-employment accommodation or other employment questions, please refer to our web site, www.rc-hr.com .
If you are experiencing technical problems, you may contact the governmentjobs.com applicant support desk Monday through Friday, 6 am to 5 pm Pacific Time at support@governmentjobs.com or toll-free 1-855-524-5627.
