IT User Support Technician I

County of Riverside; California; On-site; USD 42,000 - 65,000; Full time

Job summary

The County of Riverside seeks candidates for IT User Support Technician - Level I to join the Information Services Team in Moreno Valley. This role provides Level One support by identifying, prioritizing, and resolving software and hardware issues for internal customers.

Preferred candidates have experience in healthcare settings and familiarity with ServiceNow, EPIC, Microsoft 365/Windows 11, and Azure/Intune; certifications such as CCNA, CompTIA A+, and Security+ are a plus.

Qualifications

• One year of IT Help Desk experience, preferably in a remote setting and with the County of Riverside or a government agency.
• Knowledge of ServiceNow, EPIC, Microsoft 365/Windows 11, Azure/Intune and coaching users in resolving issues preferred.
• Certifications such as CCNA, CompTIA A+, CompTIA Security+ are preferred.

Responsibilities

• Receive, log, and route user calls for assistance or repair; monitor trouble call/resolution information.
• Troubleshoot computer issues; provide resolution to desktop communication problems and remote system connections; troubleshoot software, equipment errors, and coach users.
• Inform and train users in equipment and software operation; analyze and make recommendations on response time, training design, user support needs, or customer satisfaction.
• Research, evaluate, and test hardware, software products, and systems solutions; install, configure and test hardware and/or software, prepare reports and proposals for service.
• Coordinate equipment deliveries and software licensing compliance.

Skills

Remote troubleshooting

Healthcare experience

Coaching users

CCNA

CompTIA A+

CompTIA Security+

Education

High School Diploma

IT coursework preferred

Tools

ServiceNow

EPIC

Microsoft 365

Windows 11

Azure/Intune

Job description

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.

If you're seeking to start an IT career, that requires you to support a large variety of technologies that create unique challenges, on a daily basis, keep reading.

The Riverside University Health System - Medical Center has an opportunity exclusive for Riverside County employees, an IT User Support Technician - Level I position. The selected candidate will join the Information Services Team located in Moreno Valley.

A User Support Technician provides Level One support to internal customers by identifying, evaluating and prioritizing software and/or hardware issues reported by customers. Technicians will refer more complex technical problems through a defined escalation process. All software and hardware issues will be entered into a ticket tracking system; ensuring the technical issue and solution are clearly identified. When required, the technician will follow-up with customers to ensure that their inquiries are resolved within an agreed upon time frame.

Competitive candidates will have job-related experience with remote troubleshooting in a fast-paced IT Help Desk or Service Desk environment, preferably in a healthcare setting; proficiency in operating systems like ServiceNow, EPIC, Microsoft 365/Windows 11, Azure/Intune and coaching users in resolving issues.

Certifications such as CCNA (Cisco Certified Network Associate), CompTIA A+, CompTIA Security+ are preferred.

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.

Examples Of Essential Duties

• 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.
• Troubleshoot computer issues; provide resolution to desktop communication problems and remote system connections; troubleshoot software, equipment errors, and coach users in correcting reported problems.
• Inform and train users in equipment and software operation; analyze and make recommendations on response time, training design, user support needs, or customer satisfaction.
• Research, evaluate, and test hardware, software products, and systems solutions; install, configure and test hardware and or software, prepare reports and proposals for service.
• Coordinate equipment deliveries and software licensing compliance.

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

One year of IT Help Desk experience, preferably in a remote setting and with the County of Riverside or a government agency.

Other Requirements

Possession of a valid California Driver License. Successfully pass a SLOC: Sheriff's Level One Clearance as part of the background check process.

Preferred 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; 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, GroupWise, 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 is preferred.

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

Veteran's Preference

The County has a Veterans Preference Policy applicable to new hires. To qualify, attach the required documents to your job application. Documents include a copy of your (or your spouse's) Member-4 Form DD-214 indicating dates of service. For spousal preference, and as applicable, the following documents: a copy of your marriage certificate, spouse's death certificate, a letter of spouse's disability and/or letter of service-related death (if available) from the U.S. Veteran's Administration. 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. For complete details and documentation requirements, please review the Veterans Preference Policy, C-3 here: https://rivcocob.org/board-policies

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: https://rc-hr.com/disability

Schedule, Overtime, Standby/On-Call, and Travel Obligations

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.