What are the responsibilities and job description for the IT User Support Technician II position at County of Riverside?
IMPORTANT NOTICE: Candidates for public safety positions will undergo a comprehensive background investigation to ensure their qualifications align with the responsibilities of a member of the Riverside County Sheriff IT team. The requirements for this process include: a complete employment history, a record of residency for the past ten years, five to seven references (which must consist of current or former employers, family members, friends, and co-workers), all relevant police reports, documentation of vehicle accidents and/or citations, as well as a polygraph and medical examination.
We're looking for candidates eager to troubleshoot technical problems, support mission-critical systems and participate in the department's short and long-term projects designed to enhance the Department's technological capabilities. And, most of all, able to thrive in a fast-paced high-pressure environment that operates 24/7/365.
The IT User Support Technician II will understand how to successfully navigate and deliver results for customers with competing agendas, processes and/or priorities; understand team dynamics when leading and mentoring and possess strong communication and organizational skills.
- 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, ensuring they are configured and functioning to meet the needs of department personnel.
- Provide remote support from the Technical Services Bureau in Riverside and on-site support at various sheriff facilities throughout the county, addressing user needs quickly and efficiently. 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. Communicate with all involved parties to keep them informed about the progress and any changes.
- Develop and utilize a workstation setup checklist that includes all essential IT equipment, such as desktops, laptops, monitors, keyboards, mice, scanners, and printers, to ensure a complete and efficient setup.
- Prepare and maintain detailed technical documentation, including user guides, troubleshooting procedures, and inventory logs. Ensure accurate reporting of hardware and software assets.
- Oversee the administration and troubleshooting of desktop communications, remote connections, and system security. Maintain the integrity of the department's IT infrastructure by managing user roles and permissions.
- Conduct training sessions and provide ongoing support to ensure department personnel are proficient in using their technological tools. Educate users on best practices for IT security and equipment use.
- Collaborate on department-wide IT projects, contributing to the evaluation, testing, and implementation of new technology solutions. Provide input on proposals for technology enhancements.
- 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.
- Research, evaluate, and test hardware and software products and systems solutions; install, configure, and test hardware and software; prepare reports and proposals for service.
IMPORTANT NOTICE: Candidates for public safety positions will undergo a comprehensive background investigation to ensure their qualifications align with the responsibilities of a member of the Riverside County Sheriff IT team. The requirements for this process include: a complete employment history, a record of residency for the past ten years, five to seven references (which must consist of current or former employers, family members, friends, and co-workers), all relevant police reports, documentation of vehicle accidents and/or citations, as well as a polygraph and medical examination.
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Salary : $57,323 - $84,686