Information Technology Systems Tech II

This recruitment will establish an open eligible list and will be used to fill current and future IT Systems Technician II positions with this specialty throughout the County of Orange. This eligible list may also be used to fill positions in similar and/or lower classifications. THE AGENCY The County of Orange, Health Care Agency (HCA) is a dynamic organization dedicated to creating and supporting an environment that promotes the achievement of optimal individual, family and community health. Under the direction of the Agency Director, a new and dynamic executive team with an organizational structure comprised of five (5) service areas - Administrative Services, Behavioral Health Services, Correctional Health Services, Specialized Medical Services and Public Health Services - is committed to meeting the health needs of the diverse Orange County community.

THE DEPARTMENT HCA Information Technology (IT) Services provides the vision, leadership, direction, and strategic and tactical planning for all agency information technology initiatives. The primary mission of the department is to enable and support all functional service and administrative areas within the agency to meet their respective goals and objectives. This is accomplished via collaboration and partnership with the program areas, by factoring in customer needs in all decisions with a customer-centric focus and ensuring that the individual technology-based objectives of the program areas are aligned with the overall technology roadmap and goals of the Agency.

THE OPPORTUNITY The County of Orange Health Care Agency Information Technology Department is seeking a qualified candidate to fill a vacancy for a highly skilled IT System Technician II position, preferably with experience in a health care organization. The position serves as a hybrid technician within the Field Support and Service Desk Department, which is responsible for implementing and maintaining HCA's hardware and supports several critical applications for its 2,400+ Agency users. This position performs a range of duties under general supervision.

This position will be responsible for the following duties but are not limited to:

• Maintain and perform routine repairs on information technology computers, laptops, tablet devices, peripherals, and related devices
• Troubleshoot various routine desktop hardware and software issues and respond appropriately to customer service requests
• Install agency approved software and applications on hardware
• Image creation and understanding deployment strategies
• Conduct onsite assessments of technical problems, investigate, troubleshoot, and resolve various desktop hardware and software needs
• Communicate technical information to a wide variety of users
• Assist in planning and evaluating new systems and equipment
• Plan, organize and prioritize workload to ensure service levels and deadlines are met
• Establish and maintain effective working relationships
• Install, troubleshoot, and configure iOS devices
• Provide front-line support on the IT Service Desk by answering and triaging incoming technical support calls
• Utilize an IT Service Management (ITSM) ticketing system to document, track, and resolve service requests
• Travel to various facilities throughout the agency including Correctional Health Services, Administrative Services, Behavioral Health Services, Specialized Medical Services and Public Health Services
• Carry out additional duties as assigned, + Gather and evaluate information to reason logically, draw valid conclusions, take appropriate actions and make appropriate recommendations
• Demonstrate sound judgment while developing custom processes and meeting legal and internal requirements in an effective and efficient manner
• Research and implement viable solutions
• Identify and successfully resolve issues and problems efficiently

Effectiveness | Efficiency & Adaptability

• Understand basic project management principles and techniques such as organizing and managing a project, developing schedules, identifying critical paths, breaking down of individual tasks, risk management, and successful completion
• Adapt quickly to changes in policies, procedures, and assignments
• Monitor and evaluate outcomes to assess quality, productivity, utilization, and customer feedback Take accountability for assigned duties and assignments

Relationship Building

• Establish and maintain effective working relationships while continuously strengthening professional connections, contacts and networks
• Provide timely, clear, and relevant information tailored to meet the needs of others
• Provide technical training to end users
• Maintain productive working relationship with multiple system stakeholders including customers and management
• Collaborate effectively as a team to achieve shared objectives and goals
• Build trust through consistent reliability

Communication | Oral & Written Communication Skills

• Respond quickly, courteously, and proficiently to incidents and customer service requests
• Use of oral and written communication methods and techniques effectively to develop and present technical documentation and training materials
• Apply customer service principles and best practices within an IT environment
• Communicate technical information clearly, effectively, and persuasively to a diverse range of users
• Effectively communicate complex rules and regulations to those unfamiliar with county policies and procedures
• Ask clarifying questions and assist users by providing specific, detailed guidance on technical issues and problems, Email is the primary form of notification during the recruitment process. Please ensure your correct email address is included in our application and use only one email account. NOTE: User accounts are established for one person only and should not be shared with another person. Multiple applications with multiple users may jeopardize your status in the recruitment process for any positions for which you apply.

Candidates will be notified regarding their status as the recruitment proceeds via email through the GovernmentJobs.com site. Please check your email folders, including spam/junk folders, and/or accept emails ending with "governmentjobs.com" and "ocgov.com." If your email address should change, please update your profile at www.governmentjobs.com.

The ideal candidate will possess two (2) or more years of professional experience providing routine repairs on information technology and troubleshooting a variety of hardware and software issues.

Professional IT experience within a health care organization is highly preferred but not required.

In addition, the ideal candidate will possess the abilities, and/or knowledge in the following core competencies:

Professional & Technical Experience | Using Technology

• Principles, methods and techniques used for installing business applications
• Methods and techniques of evaluating business requirements to provide technological solutions
• Understand, interpret, and apply Health Insurance Portability and Accountability Act (HIPAA) guidelines within a health care organization, + Applicants must have possession of a valid California Class C Driver License at time of appointment
• Must be able to pass and maintain background investigation to the satisfaction of the Orange County Sheriff-Coroner., Possession of a valid California Driver's license, Class C or higher, is required by date of appointment. Will you be able to meet this requirement?, + Three (3) or more years of professional experience providing routine repairs on information technology and troubleshooting a variety of hardware and software issues.
• At least two (2) years of professional experience providing routine repairs on information technology and troubleshooting a variety of hardware and software issues.
• None of the above.

04

Please describe your experience maintaining and performing repairs on information technology computers, laptops, tablet devices, peripherals, other related devices and software. In your response, please include the following. * Months and years of experience * Where you obtained this experience * Your IT role, duties, and level of responsibility * Specifics devices/software you worked on If you do not have experience, please type N/A.

05

Do you have experience with interpreting and applying HIPAA guidelines relating to IT Systems?

• Yes
• No

06

Indicate which of the software, programs, and tools listed below you have experience or specialized training in.

• Microsoft Office365 including Access
• Wireless networks, including wireless laptops, tablets, and mobile devices
• Adobe Acrobat Standard & Professional
• Electronic Health Record (EHR) systems
• iOS devices
• Other

07

Please describe your professional experience with the IT software, programs, or tools that you selected in the previous question. In your response, please include the following. * Months and years of experience * Your IT role, duties, and level of responsibility If you do not have experience, please type N/A.

Salary may be negotiable within the range listed above, based on position requirements and successful candidate's qualifications, subject to appropriate authorization., Non-Management Benefits In addition to the County's standard suite of benefits, such as a variety of health plan options, annual leave and paid holidays--we also offer an excellent array of benefits such as a Health Care Reimbursement Account, 457 Defined Contribution Plan and Annual Education and Professional Reimbursement. Employees are provided a Retirement Plan through the Orange County Employees Retirement System (OCERS).

Please go to the following link to find out more about Defined Benefit Pensions and OCERS Plan Types/Benefits.