IT User Support Technician ll

ABOUT THE POSITION

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 multiple opportunities for IT User Support Technicians - Level II who will be assigned to Desk Support Services, located in Riverside.

The selected candidates 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.

Candidates 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, 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.

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 IT User Support Technician II is distinguished from IT User Support Technician III in that the latter requires incumbents to possess and use expertise-level technical and analytical skills on a regular basis.

Advancement to the next level is obtained by competitive selection through an open recruitment.

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.

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, Mi...