IT USER SUPPORT TECHINCIAN II

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, 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 within the last five years.

Based on department needs, this position may 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.

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.

• 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.

• 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.

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