It User Support Technician - Level Ii

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.

The Riverside County Fire Department has an opportunity for an IT User Support Technician II who will be assigned to the Fire Protection - Forest division, located in Perris.

The selected candidate will provide customer support by diagnosing, troubleshooting and providing solutions to software, hardware and remote system connection issues . The incumbent will also provide user support by assisting with tablets, smartphones, laptops, printer models, scanners and desktop/towers; installing software and configuring workstations; training users with Microsoft Office, Outlook and voicemail.

Competitive candidates will possess IT job-related Help Desk and Service Desk experience in a large enterprise environment; advanced working knowledge of Microsoft 365, Microsoft Exchange and A ctive Directory.

The position requires the ability to work independently and t ravel to different Fire Department locations throughout Riverside County, over eighty-percent of the week. The selected candidate will also participate in the stand-by shift rotation (24 hours a day over a seven day period) approximately every four to five weeks.

The IT User Support Technician series 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 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.

Meet the Team!

The Riverside County Fire Department (RCFD) is one of the largest integrated, cooperative, regional fire protection organizations in California. It is staffed with a combination of County of Riverside and State of California Department of Forestry and Fire Protection (CAL FIRE) personnel. RCFD provides full service, municipal and wildland fire protection, pre-hospital emergency medical response by paramedics and EMT's, technical rescue services and response to hazardous materials discharges. RCFD serves a vast geographic area and diverse communities. The Department, a unique partnership between CAL FIRE and the County of Riverside, serves 22 partner agencies and has five core values: Leadership, Competence, Integrity, Safety, and Customer Service.

Examples Of Essential Duties

• Carry out security administration by maintaining tables and adding, purging, and migrating users.
• 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.
• Troubleshoot and provide resolution to desktop communication problems and remote system connections; troubleshoot software, equipment errors, and coach users in correcting reported problems.
• Log inventory hardware assets and report capital assets after installation.
• Prepare and maintain technical documentation and procedures; perform preventative maintenance and repair hardware.
• 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.
• Research, evaluate, test hardware and software products, and systems solutions; install, configure and test hardware and software, prepare reports and proposals for service.
• Coordinate equipment deliveries, software licensing compliance, inventory, and asset control.
• 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.
• 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.
• Inform and train users in equipment and software operation.

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, GroupWise, Outlook, and voicemail.

Other Requirements

Possession of a valid California Driver's License to drive a county vehicle to perform duties in remote locations.

Physical Environment

Essential duties will frequently require moving objects, for example, a printer, flat screen television, battery back-up unit over long distances and climbing into a fire engine/truck cab, with or without reasonable accommodation.

This position will also entail working outdoors in inclement weather conditions (rain, sleet, wind and Summer temperatures exceeding 115 degrees Fahrenheit).

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, 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.

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' Pre ference

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 ).

Prior to the closing date, upload a copy of your official/unofficial transcripts.

What's Next

This recruitment is open to all applicants.Applicants who are current County or Riverside County Fire Department 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. Based on the number of applications received, this posting may close or be extended without notice. Qualified applicants may be considered for future vacancies throughout the County.

GENERAL INFORMATION

If you have any questions regarding this posting, please contact Richard Griego at [email protected]

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 [email protected] or toll-free 1-855-524-5627.

MEDICAL/DENTAL/VISION INSURANCE: A choice of different medical, dental and visions plan are available to elect. The County provides a Flexible Benefit Credit contribution as governed by the applicable LIUNA Memorandum of Understanding to contribute towards the cost of these plans.

Note: Employees on assignment through the Temporary Assignment Program (TAP) receive different benefits. See the list here .

MISCELLANEOUS RETIREMENT: County of Riverside has three retirement Tiers through the California Public Employees' Retirement System (CalPERS).

• Tier I (Classic Member - Formula 3% @ 60): Applicable to current and former County of Riverside local miscellaneous employees hired prior to 08/24/2012 and did not withdraw CalPERS contributions. The employee contribution is eight (8%) percent.
• Tier II (Classic Member - Formula 2% @ 60): Applicable to local miscellaneous employees 1) hired after 08/23/2012 through 12/31/2012; 2) Previously employed with another CalPERS contracting public agency or a reciprocal retirement system, with a break in service of less than six months between the separation date with the previous employer and the appointment date with the County of Riverside. The employee contribution is seven (7%) percent.
• Tier III (PEPRA New Member - Formula 2% @ 62): Applicable to CalPERS local miscellaneous new members hired on or after the implementation of the Public Employees' Pension Reform Act of 2013 (PEPRA) which took effect January 1, 2013. As of July 1, 2020, the employee contribution is 7.25% and subject to change annually.

A new member is defined as any of the following:

• A new hire who enters CalPERS membership for the first time on or after January 1, 2013, and who was a member with another California Public Retirement System prior to that date, but who is not subject to reciprocity upon joining CalPERS.
• A member who first established CalPERS membership prior to January 1, 2013, and who is rehired by a different CalPERS agency after a break in service of greater than six (6) months.
• A new hire who enters CalPERS membership for the first time on or after January 1, 2013, and who has no prior membership in any California Public Retirement System.

CalPERS refers to all members that do not fit within the definition of a new member as "classic members".

Contribution rates are subject to change based on the County of Riverside annual actuarial valuation.

Note

This summary is for general information purposes only. Additional questions regarding retirement formulas can be sent to [email protected] or by calling the Benefits Information Line at (951) 955-4981,

Option 2.

If you have prior service credit with another CalPERS agency or within agencies, please contact CalPERS at (888) 225-7377 to determine which retirement tier would be applicable to you. CalPERS is governed by the Public Employees' Retirement Law. The Retirement Law is complex and subject to change. If there's any conflict between this summary and the law, the law will prevail over this summary.

DEFERRED COMPENSATION: Voluntary employee contribution with a choice between two 457 deferred compensation plan options.

VACATION ACCRUAL (Bi-Weekly Accrual)

0< 3 year = 80 Hours (10 Days)
4< 9 years = 120 Hours (15 Days)
10 or more years = 160 Hours (20 Days)
Maximum Vacation leave accumulation is 480 hours.
SICK LEAVE: Four (4) hours Sick Leave accrual per pay period with unlimited accrual.
HOLIDAYS: Normally 12 paid holidays per year
BEREAVEMENT LEAVE: Allowed 5 days (3 days are County paid; 2 additional days can be taken from accrued Sick Leave balance)
BASIC LIFE INSURANCE: Equal to one times annual base salary not to exceed $50,000 of term life coverage. Premiums are paid by the County. Additional Supplemental Life plan is available for employee purchase.
DISABILITY: Short-term Disability benefit pays up to a maximum of $461.54 weekly, payable up to a maximum of 52 weeks.
POST RETIREMENT MEDICAL CONTRIBUTION: A monthly contribution is made by the County towards retiree health insurance offered through the County as governed by the applicable Memorandum of Understanding.
OTHER: There may be other benefit provisions as specified in the applicable Memorandum of Understanding. Please contact the recruiter listed on the job posting directly for more information.