IT User Support Tech II

$57,325 - $84,677/Yr

County Of Riverside - Riverside, CA

Full-time - Mid Level

Hybrid - Riverside, CA

1,001-5,000 employees

Repair and Maintenance

About the position

The County of Riverside is seeking candidates for the position of IT User Support Technician - Level II, which is crucial for providing technical assistance, training, and support to the over 4,000 personnel within the Riverside County Sheriff's Department. This role is essential in ensuring that all IT hardware, software, and network systems function effectively, enabling the department to fulfill its responsibilities efficiently. The IT User Support Technician will be responsible for troubleshooting technical problems, supporting mission-critical systems, and participating in both short and long-term projects aimed at enhancing the department's technological capabilities. Candidates must be prepared to thrive in a fast-paced, high-pressure environment that operates 24/7/365. The position requires both on-site and remote support from the Technical Services Bureau located in Riverside, as telecommuting is not an option. The IT User Support Technician II is distinguished from the IT User Support Technician III by the latter's involvement in expert-level technical and analytical skills, along with team leadership responsibilities. Advancement to the next level is achieved through competitive selection. The role involves providing comprehensive technical support to personnel, diagnosing and resolving issues related to IT hardware, software, and network connectivity. The technician will manage user accounts, administer access controls, and assist users with account-related issues. Additionally, the technician will oversee the administration and troubleshooting of desktop communications, remote connections, and system security, ensuring the integrity of the department's IT infrastructure. Training sessions will be conducted to ensure personnel are proficient in using their technological tools, and the technician will collaborate on department-wide IT projects, contributing to the evaluation, testing, and implementation of new technology solutions.

Responsibilities

• Provide technical support to Riverside County Sheriff's Office personnel, ensuring that all technological equipment and software function properly.
• Diagnose and resolve issues related to IT hardware, software, and network connectivity.
• Monitor support tickets and ensure timely resolutions.
• Manage user accounts, including creation, modification, and deletion, while ensuring compliance with security protocols.
• Administer access controls and assist users with account-related issues.
• Offer comprehensive support for devices such as tablets, smartphones, laptops, desktops, printers, and network equipment.
• Provide remote support from the Technical Services Bureau in Riverside and on-site support at various sheriff facilities throughout the county.
• Implement hardware and software upgrades to maintain optimal performance of departmental IT systems.
• Schedule delivery of equipment in coordination with the arrival of new employees to ensure a seamless setup process.
• Develop and utilize a workstation setup checklist that includes all essential IT equipment.
• Prepare and maintain detailed technical documentation, including user guides, troubleshooting procedures, and inventory logs.
• Oversee the administration and troubleshooting of desktop communications, remote connections, and system security.
• Conduct training sessions and provide ongoing support to ensure department personnel are proficient in using their technological tools.
• Collaborate on department-wide IT projects, contributing to the evaluation, testing, and implementation of new technology solutions.
• Coordinate with external vendors to resolve issues with data circuits, phone systems, and other critical infrastructure as needed.
• Perform regular preventative maintenance on IT systems to minimize downtime and ensure that all equipment remains operational and reliable.

Requirements

• Mid-level analysis skills in IT support and troubleshooting.
• Experience in providing technical assistance and training in IT hardware and software.
• Strong leadership skills to guide and support department personnel in technology use.

Nice-to-haves

• Experience with law enforcement technology systems.
• Familiarity with IT security best practices.
• Knowledge of network infrastructure and connectivity solutions.

Benefits

• Competitive hourly wage ranging from $27.56 to $40.71.
• Opportunities for career advancement through competitive selection.