It user support technician ii

For questions regarding this position, please contact the Recruiter listed in the Supplemental Information section.

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. Riverside County Office of the Treasurer - Tax Collector has an opportunity for an in-office IT User Support Technician II, located in Riverside. The IT User Support Technician II will provide customer support by determining user information needs; installing hardware and swapping out unit/components to meet repair needs; installing software and configuring workstations to established standards.

Competitive candidates will possess IT job-related Help Desk and Service Desk experience in a large enterprise environment; configuring and maintaining Microsoft Windows and Office 365, CompTIA A+ certification, Atlassian Confluence, Atlassian Jira Service Management and laser printer maintenance and repair.

Meet the Team!

The Riverside County Treasurer-Tax Collector is responsible for the billing and collection of property taxes, and, for the receiving, processing, investing and most importantly, safeguarding of public funds, as mandated by the laws of the state of California.

EXAMPLES OF ESSENTIAL DUTIES

Service Desk & Customer Support

• Receive, document, prioritize, and route service requests and incidents through the IT service management system.
• Monitor ticket queues and service levels, ensuring timely resolution and escalation of unresolved issues.
• Provide technical support to end users through in-person, telephone, remote, and virtual support channels.
• Deliver exceptional customer service while educating and assisting users with technology-related issues.

User Account & Access Administration

• Create, modify, disable, and maintain user accounts in accordance with security and access management policies.
• Manage group memberships, permissions, home directories, and authentication services.
• Reset passwords and assist users with account access, multifactor authentication, and security-related requests.
• Support user onboarding, transfers, and offboarding activities.

Endpoint & Device Support

• Install, configure, maintain, and troubleshoot desktops, laptops, tablets, smartphones, printers, scanners, and peripheral devices.
• Deploy operating systems, software applications, updates, and security patches.
• Configure workstations and mobile devices according to departmental standards and security requirements.
• Support remote and hybrid workforce technology needs.

Infrastructure & Connectivity Support

• Troubleshoot network connectivity, communication systems, and remote access issues.
• Coordinate with telecommunications providers and external vendors to resolve service interruptions and equipment failures.
• Support voice, data, and integrated communication services.
• Assist with implementation and maintenance of hardware and network infrastructure upgrades.

Technical Troubleshooting & Incident Resolution

• Diagnose and resolve hardware, software, operating system, and network-related issues.
• Investigate recurring technical problems and identify root causes to improve system reliability.
• Escalate complex issues to appropriate technical teams and vendors as necessary.
• Maintain accurate records of incidents, resolutions, and system changes.

Asset & Inventory Management

• Maintain inventory records for technology assets, including hardware, software, and peripherals.
• Track equipment lifecycle activities, including deployment, relocation, replacement, and disposal.
• Ensure compliance with asset management and inventory control procedures.
• Support software licensing audits and compliance initiatives.

Documentation & Training

• Develop and maintain technical documentation, support procedures, knowledge base articles, and user guides.
• Provide training and guidance to users on technology tools, applications, and security best practices.
• Document system configurations, troubleshooting procedures, and operational processes.

Security & Compliance

• Support cybersecurity initiatives by enforcing access controls and security policies.
• Assist with monitoring and remediation of endpoint security issues.
• Participate in user awareness efforts related to information security and acceptable use practices.
• Ensure compliance with department, county, and regulatory technology standards.

Technology Evaluation & Implementation

• Research, evaluate, test, and recommend hardware, software, and technology solutions.
• Participate in technology deployments, upgrades, migrations, and system improvement projects.
• Assist in developing technical recommendations, reports, and implementation plans.

Additional Responsibilities

• Collaborate with IT management, technical teams, vendors, and business units to support departmental goals and technology initiatives.
• Participate in special projects and technology improvement efforts as assigned.
• Perform other duties as assigned by the I.T. Supervising Systems Administrator, or unit leadership.

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 License.

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 Status

How to confirm your application was received or check on the status of your application, log-in to www.GovernmentJobs.com, click on your name in the upper right corner and click on “Applications & Status”.

Sign Up for Job Alerts

Go to www.RC-HR.com, click on “Careers,” click on “County Job Openings” and click on the “Subscribe to Job Alerts” icon.

For questions regarding this recruitment: Contact Richard Griego at (951) 955-5162 or rgriego@rivco.org. Please allow 1-2 business days for a response to general inquiries.

APPLICATION INFORMATION

Veteran's Preference

The County has a Veterans Preference Policy applicable to new hires. To qualify, attach the required documents to your job application. Documents include a copy of your (or your spouse's) Member-4 Form DD-214 indicating dates of service. For spousal preference, and as applicable, the following documents: a copy of your marriage certificate, spouse's death certificate, a letter of spouse's disability and/or letter of service-related death (if available) from the U.S. Veteran's Administration. 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. For complete details and documentation requirements, please review the Veterans Preference Policy, C-3 here: https://rivcocob.org/board-policies

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: https://rc-hr.com/disability

Schedule, Overtime, Standby/On-Call, and Travel Obligations

The County of Riverside offers a variety of alternative work schedules, dependent upon department operations and needs. Certain assignments may involve overtime, standby/on-call shifts, and/or travel; however, scheduling, shift assignments, overtime work, standby/on-call duty, and travel obligations are subject to management approval, operational needs, and/or may be modified or discontinued at any time. Applicants should contact the assigned recruiter for additional information regarding the schedule, overtime and standby/on-call expectations, and travel obligations.

Proof of Education

If using education to qualify or when requested by the recruiter, upload a copy of any license(s), official/unofficial transcript(s), degrees, and/or related employment documents to your NeoGov account at the time of application and before the closing date. Official or unofficial transcripts will be accepted. 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).

Work Authorization Requirement

Applicants must be legally authorized to work in the United States at the time of application. The County of Riverside does not participate in visa sponsorship programs, including H1-B visas, and will not provide sponsorship for any employment-based visas.

Equal Opportunity Employer

The County of Riverside is an Equal Opportunity Employer. It is the policy of the County of Riverside to provide equal employment opportunities 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 factors.

Pre-Employment

All employment offers are contingent upon successful completion of pre-employment requirements including a criminal background investigation, which involves fingerprinting. (A felony or misdemeanor conviction may disqualify the applicant from County employment). A pre-employment physical examination and background check may be required.

Probationary Period

As an Approved Local Merit System, all County of Riverside employees, except those serving "At Will," are subject to the probationary period provisions as specified in the applicable Memorandum of Understanding, County Resolution, or Salary Ordinance. Temporary and Per Diem employees serve at the pleasure of the agency/department head.

General Information

Current County of Riverside and/or current employees of the hiring department may receive priority consideration. Qualified candidates may be considered for future County vacancies. Job postings may close without notice based on application volume. Submit your complete application by the recruitment close date; no late applications are accepted. Ensure all relevant experience/education is reflected on your application/resume, as a failure to demonstrate position requirements may disqualify applicants. A description of job duties directly copied from the job classification or job posting will not be considered. Please read and follow any special application instructions on this posting. Click the 'Apply' link located on this page to submit your application. For additional instructions on the application process, examinations, Veteran's preference, pre-employment accommodation or other employment questions, please refer to our web site, www.rc-hr.com. 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.