IT User Support Technician III

$24,000 - $50,000/Yr

County Of Riverside - Riverside, CA

Full-time - Mid Level

Riverside, CA

Repair and Maintenance

About the position

The County of Riverside is seeking an IT User Support Technician - Level III to join the Information Services Team at the Riverside University Health System - Medical Center. This position is exclusive to Riverside County employees and involves troubleshooting IT hardware and software issues, providing solutions, and maintaining critical systems for the County's success. The ideal candidate will have strong organizational skills and extensive knowledge of various IT systems, including Windows Active Directory and Microsoft Exchange, while delivering excellent customer service in a fast-paced environment.

Responsibilities

• Receive, log, and route user calls for assistance or repair; monitor trouble call/resolution information; follow-up on and report aged calls to ensure timely response.
• May provide oversight, mentor, and delegate work to subordinate staff; may participate in the employee selection process and recommend corrective action.
• Repair, patch and provide network support to systems; support several sites and servers.
• Monitor and distribute work tickets to technicians; coordinate user support proper use of software and hardware; coordinate resolutions to desktop communication problems and remote systems connections; coach users in correcting reported problems; coordinate equipment deliveries, software licensing compliance and inventory control.
• Provide project oversight; evaluate and determine viability and compatibility of hardware and software with systems; make decisions for issues and act as escalation support when needed.
• Create and delete user accounts; maintain security by adding and removing users from security groups.
• Support users assisting with tablets, smartphones, laptops, printer models, network connectivity, scanners, and desktops; 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.
• Create, check status, and dial in services for cisco accounts; report failed data circuits and phone equipment to appropriate external vendor.
• Diagnose, troubleshoot, repair software, hardware, and network malfunctions; add user home directories/group membership and modified user accounts; coordinate with other IT divisions to resolve problems relating to network and email issues.
• Inform and train users in equipment and software operation; analyze and make recommendations on response time, training design, user support needs, or customer satisfaction.
• 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 or 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.
• Consult with users on re-engineering business processes and the use of technology, products, and services; develop and conduct training in operation and use of hardware and software.

Requirements

• Graduation from high school or 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 is preferred.
• Four years of successful journey level IT job-related experience, one year of which included either lead person duties or technically advanced IT job-related work.

Nice-to-haves

• CompTIA A+ certification
• CompTIA Network+ certification
• CompTIA Security+ certification

Benefits

• Medical, dental, and vision insurance options
• Flexible Benefit Credit contribution towards insurance plans
• Retirement plans through CalPERS with multiple tiers
• Voluntary employee contribution to 457 deferred compensation plans
• Vacation accrual based on years of service
• Sick leave with unlimited accrual
• Paid holidays
• Bereavement leave
• Basic life insurance coverage
• Short-term disability benefits
• Post-retirement medical contribution