IT User Support Technician - Level III

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 University Health System - Medical Center is recruiting for an IT User Support Technician - Level III position. The selected candidate will join the Information Services Team located in Moreno Valley. The IT User Support Technician - Level III will have proven expertise and knowledge in troubleshooting IT hardware (tablets, smartphones, laptops, desktops, and printers) and software problems. Responsibilities will include researching solutions, planning, installing, configuring, maintaining, and upgrading hardware, operating systems (Windows Active Directory, ServiceNow, Microsoft Exchange, and Microsoft 365 Business), and department applications that are critical for County success. The RUHS IT Team seeks candidates who have excellent customer service skills developed in a service provider role; 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 project management experience.Highly competitive candidates will have lead or technically advanced experience in a large enterprise environment, requiring strong organizational skills.While not required, the following CompTIA certifications are preferred : A , Network , and Security .Meet The Team! Riverside University Health System consistently receives national recognition for its progressive and innovative care, as well as being known as one of the top employers in the region. Mission : "Improve the health and well-being of our patients and communities through our dedication to exceptional and compassionate care, education, and research."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 modify 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.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 coursework 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 : 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. (One year as an IT User Support Technician II will satisfy the one year of lead or technical advanced experience requirement.)Other Requirement : Possession of a valid California Driver License : Class C.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.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.This recruitment is open to all applicants.GENERAL INFORMATION : If you have any questions regarding this posting, please contact Richard Griego at rgriego@rivco.org .#J-18808-Ljbffr