IT User Support Technician II

County of Riverside; Riverside (CA); On-site; USD 52,000 - 76,000; Full time

Job summary

County of Riverside seeks candidates for an in-office IT User Support Technician II in Riverside. The role provides end-user support, hardware/software installation, and workstation configuration to established standards.

Ideal candidates have Help Desk experience in a large enterprise environment, familiarity with Windows, Office 365, and security practices, plus CompTIA A+ certification. The team emphasizes strong customer service and collaboration with IT staff.

Qualifications

• Two years of IT help desk experience in a large enterprise environment preferred.
• Experience configuring Windows and Office 365; supporting end users.
• CompTIA A+ certification preferred; familiarity with Confluence and Jira Service Management.

Responsibilities

• Receive, document, prioritize, and route service requests and incidents.
• Monitor ticket queues and service levels to ensure timely resolution.
• Provide technical support to end users via in-person, phone, remote, and virtual channels.
• Deliver exceptional customer service while guiding users on technology issues.

Skills

Help desk experience

Windows OS

Printer maintenance

Remote support

Education

High school diploma or equivalent

Tools

Confluence

Jira Service Management

Microsoft Office 365

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.

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.

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.

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

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.