IT User Support Technician I

County of Riverside; Moreno Valley (CA); On-site; USD 42,000 - 64,000; Full time

Job summary

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

Ideal candidates have experience with remote troubleshooting in a fast-paced IT Help Desk or Service Desk environment, familiarity with ServiceNow and Microsoft 365/Windows 11, and a willingness to pursue CCNA or CompTIA

Qualifications

• Graduation from high school or a certificate of proficiency issued by the California State Board of Education.
• IT job-related coursework from an accredited college, university, or trade school preferred.
• Experience in IT Help Desk environments is desirable.

Responsibilities

• Receive, log, and route user calls for assistance or repair; monitor trouble call/resolution information; follow-up on 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.

Skills

Remote troubleshooting

Coaching users

Healthcare setting

CCNA

CompTIA A+

CompTIA Security+

Education

High school diploma

Certificate of proficiency (CA Board of Education)

IT-related 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.

• 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.

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.