IT User Support Technician II

County of Riverside; California; On-site; USD 60,000 - 90,000; Full time

Job summary

Riverside County is seeking an IT User Support Technician II for in-office support in Riverside. Responsibilities include diagnosing and resolving hardware, software, and network issues, configuring workstations, and supporting a hybrid workforce while maintaining strong customer service.

Ideal candidates have Help Desk/Service Desk experience, familiarity with Windows and Office 365, and a CompTIA A+ certification or equivalent knowledge; knowledge of Atlassian tools is a plus.

Qualifications

• Graduation from high school or equivalent; IT coursework preferred.
• Experience in IT Help Desk or Service Desk within a large enterprise environment.
• Familiarity with Microsoft Windows and Office 365; IT security basics are a plus.

Responsibilities

• Receive, document, prioritize, and route service requests and incidents through the IT service management system.
• Monitor queues and ensure timely resolution and escalation of unresolved issues.
• Provide in-person, phone, remote, and virtual support to end users; deliver excellent customer service.

Skills

Help Desk

Service Desk

Windows

Office 365

CompTIA A+

Confluence

Jira Service Management

Printer Maintenance

Education

High School Diploma

G.E.D./Equivalent

Tools

Windows OS

Office 365

Job description

About The Position

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.

Riverside County Office of the Treasurer - Tax Collector has an opportunity for an in-office IT User Support Technician II, located in Riverside.

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.

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.