Temporary IT User Support Technician II- RCIT

Riverside County offers diversity that few locations can match. To find out more, please visit http://www.countyofriverside.us.

Riverside County’s Temporary Assignment Program is committed to providing the highest level of customer service as we respond to the County of Riverside’s temporary staffing needs.

Our in-house temporary employment program conducts business similar to a temporary staffing agency. Some of the services the Temporary Assignment Program offers include: recruitment, physical examination including drug/alcohol screening, skills testing, a background check, interviews and a customized orientation. Recruiting qualified applicants and meeting our client’s staffing needs are our top priority. A wide variety of temporary assignments are available to qualified applicants who meet the County’s requirements.

Under general supervision, provide technical assistance, training, and support in the use of IT hardware and software, and perform other related duties as required.

There are four levels (I, II, III, and Supervising) within the IT User Support Technician class series, each distinguished by its assigned role, skill and experience level and the amount of training and supervision required for successful performance.

The IT User Support Technician II is a separately allocated journey level class. Positions allocated at this level require incumbents to be competent in most, if not all, class concept competencies. IT User Support Technician II incumbents are expected to work independently, requiring little supervision. Advancement to the IT User Support Technician II requires either competitive selection through the open recruitment process or successful completion of the probationary period at the IT User Support Technician I level.

The IT User Support Technician II is distinguished from IT User Support Technician I in that the latter is the trainee level. This class is further distinguished from the IT User Support Technician III in that the latter requires incumbents to either 1) lead an IT staff; or 2) possess and use master-level technical and analytical skills on a regular and on-going basis. Advancement from the IT User Support Technician II to the IT User Support Technician III requires competitive selection through the open recruitment process.

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.

Troubleshoot and coordinate resolution to desktop communication problems and remote system connections; troubleshoot software and equipment errors, and coach users in correcting reported problems.

Inform and train users in equipment and software operation; analyze and make recommendations on response time, training design, user support needs, and 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 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.

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.

Education: High school diploma or General Educational Development (GED) certificate. 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 closely related field is preferred.

Experience: Minimum of two years IT job-related experience, preferably with Riverside County, or successful completion of the probationary period as an IT User Support Technician I.

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; and 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.

IT-Related Skills:
Required: 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, GroupWise, Outlook, and voicemail.

Preferred: 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, GroupWise, 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.

Required Skills:
For specific questions regarding this position, contact the recruiter listed.

Benefits and detailed job description information is available for all Riverside County classifications on the job descriptions page at http://rc-hr.com/Careers/JobDescriptions.aspx.

Information regarding employment requirements, including pre-employment drug/alcohol test, background check, physical exam, initial probationary period is available at www.rc-hr.com. Procedures for reasonable accommodation, as required by the Americans with Disabilities Act (ADA) and Fair Employment and Housing Act (FEHA), may be found at http://dao.rc-hr.com.

“Applications must be submitted through the Riverside County Job Gateway System.

“Current County Employees must use their Employee Self-Service Account to apply.

“All other applicants must apply using https://jobs.co.riverside.ca.us

The County of Riverside is an Equal Opportunity Employer. It is the policy of the County of Riverside to provide employment opportunity for all qualified persons. All applicants will be considered without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, gender, gender identity, gender expression, marital status, ancestry, medical condition (cancer and genetic characteristics), genetic information, or denial of medical and family care leave, or any other non job-related factor.

For the first 1,000 hours of work in a fiscal year, the employee is enrolled in and contributes to the County Temporary/Part-Time Employees’ Retirement Plan, which is a 401(a) defined benefit pension plan. The County also contributes to the 401(a) on behalf of the employee.

During this time, neither the employee nor the County pays into Social Security, and the employee is not enrolled in CalPERS. After 1,000 hours of work in any fiscal year, the employee and County stop contributing to the 401(a) and begin to pay into Social Security. The employee is also enrolled in CalPERS and begins to make contributions.

Please note that temporary assignment hourly rates are approximately 5.5% less than the posted pay rate range listed in the general County of Riverside job descriptions

This position will remain open until filled, however postings may close at any time.

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.

Applications must be submitted through Job Gateway at http://www.rc-hr.com/Careers/JobGateway.aspx

Include relevant work experience details on resume and/or application.

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.

Upload a copy of any license(s), degrees, and/or related employment documents to your Job Gateway account.

Based on the number of applications received, this posting may close without notice.

If you have questions regarding this position, please contact Oraree Haqq at ohaqq@rivco.org.