IT User Support Technician II

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., 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., 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. Effective July 1, 2023 employee contributions are 7.25% and will increase to 7.75% effective July 1, 2024.

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 has no prior membership in any California Public Retirement System.
• 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.

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., Please rate your current level of proficiency with Atlassian Confluence:

• No Experience
• Basic
• Intermediate
• Advanced

09

Please rate your proficiency with Atlassian Jira Service Management:

• No Experience
• Basic
• Intermediate
• Advanced

10

Please rate your current level of proficiency with laser printer maintenance and repair:

• No Experience
• Basic
• Intermediate
• Advanced

11

Please rate your current level of proficiency with Service Now:

• No Experience
• Beginning
• Intermediate
• Advanced

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., Select the answer that best describes your current drivers license status:

• I have a valid California drivers license.
• I am able to obtain a valid California drivers license.
• I currently have a valid out-of-state drivers license, and I am able to obtain a valid California drivers license.
• I do not have and/or I am not able to obtain a California drivers license.

02

Do you possess a high school diploma, G.E.D. equivalency or high school proficiency certificate?, How many years of professional IT job-related experience do you possess determining user information needs?

• No Experience
• Less than one year
• One year, but less than two years
• Two years, but less than three years
• Three years, but less than four years
• Four years, but less than five years
• Five years or more

04

How many years of professional IT job-related experience do you possess installing hardware and swapping out unit/components to meet repair needs?

• No Experience
• Less than one year
• One year, but less than two years
• Two years, but less than three years
• Three years, but less than four years
• Four years, but less than five years
• Five years or more

05

How many years of professional IT job-related experience do you possess installing software?

• No Experience
• Less than one year
• One year, but less than two years
• Two years, but less than three years
• Three years, but less than four years
• Four years, but less than five years
• Five years or more

06

How many years of professional IT job-related experience do you possess configuring workstations to established standards?

• No Experience
• One year, but less than two years
• Two years, but less than three years
• Three years, but less than four years
• Four years, but less than five years
• Five years or more, * No Certifications
• CompTIA A+ Certification
• CISCO Certification
• Cyber Compliance Certification [CCA]
• ITIL [Information Technology Infrastructure Library] Certification
• AWS [Amazon Web Services] Certification
• AI Professional Certification

13

I understand the physical requirements of this position may require pushing, lifting and carrying equipment weighing up to 50 pounds, as well as crawling, kneeling and sitting for approximately 5-8 hours per day and I am willing and able to perform these duties with or without reasonable accommodation.

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:

Employees contribute to State Disability Insurance (SDI), which provides wage replacement benefits for those unable to work due to non-work-related illness, injury, or pregnancy. SDI also includes Paid Family Leave benefits. The wage replacement rate, as defined by current law, is between 60-70% of wages earned during the SDI eligibility period. Benefits can be coordinated with other available leave balances to provide up to 100% of regular pay.

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.