Temporary IT User Support Technician II

ABOUT THE POSITION

The County of Riverside's Human Resources Temporary Assignment Program (TAP) is seeking candidates for multiple Temporary IT User Support Technician II to support the Information Technology (RCIT) Department

• Customer Field Services in Riverside.

The ideal candidates will have more than four years ofproven expertise and knowledge introubleshooting 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.

Work Schedules:

1.9/80 - 9 hours days: Sunday through Thursday, 7 am

• 5 pm. 8-hour day is every other Thursday from 8 am

• 5 pm. Off every Friday and Saturday

2.9/80 - 9 hours days: Tuesday through Saturday, 7 am

• 5 pm. 8-hour day is every other Tuesday from 8 am

• 5 pm. Off every Sunday and Monday

Candidates will continuallyprovide guidance in the use of operating systems and departmental applications on tablets, smartphones, laptops and desktopsrequiring strong organizational skills. Extensive knowledge and proficiency with Windows Active Directory, ServiceNow, Microsoft Exchange, Windows, 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 teamdynamicswhen 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 main objective of this classification series is to troubleshoot technical problems and provide solutions to users.

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.

Meet the Team!

Human Resources Department

TAP Benefits: https://rc-hr.com/files/users/user81/2024%20TAP%20Flyer.pdf

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 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, Outlook and voicemail.

Other Requirements

Possession of a valid California Driver's License; independent body mobility. including crawling on the floor to pull and/or connect cables; stand and move up to six to eight hours daily; perform lifting, carrying, pushing or pulling 50 pounds in weight; successful Security Clearance conducted by the Sheriffs' Department.

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 Deadline

Applications will be reviewed in the order in which they are received. Based on the number of applications received, this posting may close without notice. Applications received prior to the closing date will be considered based on the information submitted. Changes or alterations cannot be accepted. No late applications will be permitted.

Veterans' Preference

The County of Riverside has a Veteran's Preference Policy. Upload a copy of your (or your spouse's) Member-4 Form DD-214 (or NGB-22) indicating dates of service, and a copy of your spouse's letter of disability (if applicable) with your application. 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.

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: http://dao.rc-hr.com/.

Degree Verification

Prior to the closing date, upload a copy of any license(s), official/unofficial transcript(s), degrees, and/or related employment documents to your NeoGov account. 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).

What's Next

This recruitment is open to all applicants.Applicants who are current County or RCIT employees may be considered before other applicants depending on the volume of applications received.

Applicants who fail to provide information demonstrating they possess the position requirements may not be considered further in the application process. A description of job duties directly copied from the job classification or job posting will not be considered.

GENERAL INFORMATION

If you have any questions regarding this posting, please contact Veronica Rodriguez at VeRodriguez@rivco.org.

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.