IT User Support Technician III

County of Riverside; California (MO); Hybrid; USD 70,000 - 90,000; Full time

Job summary

The County of Riverside Fire Department is seeking an IT User Support Technician – Level III to support the Forest division, including travel to over 100 remote sites countywide. The role involves diagnosing and resolving software, hardware, and remote access issues with Microsoft 365, Exchange, and AD in a large enterprise environment.

Ideal candidates have 4+ years of IT help desk experience, the ability to work independently, and willingness to participate in a 24/7 standby rotation roughly

Qualifications

• Graduation from high school or GED; IT coursework preferred.
• Four years of journey-level IT help desk experience in a large enterprise.
• Experience with Windows, Exchange, Active Directory and remote support.

Responsibilities

• Receive, log, and route user calls for assistance or repair; monitor resolution timelines.
• Provide network and workstation support across multiple sites and servers.
• Coordinate tickets and escalate issues as needed; assist with software licensing and inventory control.
• Train users in Windows, Exchange, Outlook, and voicemail; support remote connectivity.

Skills

Microsoft 365

Microsoft Exchange

Active Directory

Remote support

Education

High school diploma or GED

IT coursework

Tools

Windows OS

GroupWise

Remote support tools

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.

The Riverside County Fire Department has an opportunity for an in‑office IT User Support Technician – Level III who will be assigned to the Fire Protection – Forest division, located at the Perris Administration Building.

The IT User Support Technician – Level III will provide customer support by diagnosing, troubleshooting and providing solutions to software, hardware and remote system connection issues.

Competitive candidates will exceed four or more years, within the last five years, of IT job‑related Help Desk and Service Desk experience in a large enterprise environment; advanced working knowledge of Microsoft 365, Microsoft Exchange and Active Directory.

The position requires the ability to work independently and travel to different Fire Department locations, over 100 remote sites throughout Riverside County, for over eighty‑percent of the week. The selected candidate will also participate in the stand‑by shift rotation (24 hours a day over a seven day period) approximately every four to five weeks.

Meet the Team!

The Riverside County Fire Department (RCFD) is one of the largest integrated, cooperative, regional fire protection organizations in California. It is staffed with a combination of County of Riverside and State of California Department of Forestry and Fire Protection (CAL FIRE) personnel. RCFD provides full service, municipal and wildland fire protection, pre‑hospital emergency medical response by paramedics and EMTs, technical rescue services and response to hazardous materials discharges. RCFD serves a vast geographic area and diverse communities. The Department, a unique partnership between CAL FIRE and the County of Riverside, serves 22 partner agencies and has five core values: Leadership, Competence, Integrity, Safety, and Customer Service.

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.
• May provide oversight, mentor, and delegate work to subordinate staff; may participate in the employee selection process and recommend corrective action.
• Repair, patch and provide network support to systems; support several sites and servers.
• Monitor and distribute work tickets to technicians; coordinate user support proper use of software and hardware; coordinate resolutions to desktop communication problems and remote systems connections; coach users in correcting reported problems; coordinate equipment deliveries, software licensing compliance and inventory control.
• Provide project oversight; evaluate and determine viability and compatibility of hardware and software with systems; make decisions for issues and act as escalation support when needed.
• Create and delete user accounts; maintain security by adding and removing users from security groups.
• Support users assisting with tablets, smartphones, laptops, printer models, network connectivity, scanners, and desktops; configure workstations; train users in access of Windows, Microsoft Exchange, Outlook, and voicemail; provide customer service via phone and remote support; implement hardware upgrades for new or existing office locations.
• Create, check status, and dial in services for cisco accounts; report failed data circuits and phone equipment to appropriate external vendor.
• Diagnose, troubleshoot, repair software, hardware, and network malfunctions; add user home directories/group membership and modified user accounts; coordinate with other IT divisions to resolve problems relating to network and email issues.
• Inform and train users in equipment and software operation; analyze and make recommendations on response time, training design, user support needs, or customer satisfaction.
• Prepare and maintain technical documentation and procedures; perform preventative maintenance and repair hardware.
• Research, evaluate, test hardware and software products, and systems solutions; install, configure, and test hardware and software; prepare reports or proposals for service.
• Carry out security administration by maintaining tables and adding, purging, and migrating users.
• Coordinate equipment deliveries, software licensing compliance, inventory, and asset control.
• Consult with users on re‑engineering business processes and the use of technology, products, and services; develop and conduct training in operation and use of hardware and software.

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 coursework 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

Four years of successful journey level IT job‑related experience, one year of which included either lead person duties or technically advanced IT job‑related work. (One year as an IT User Support Technician II will satisfy the one year of lead or technically advanced experience requirement.)

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, GroupWise, Outlook, and voicemail.

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 record‑keeping, 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.

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, GroupWise, 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.

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

Work Location and Telework

In‑person attendance is the standard work expectation for County of Riverside assignments. Certain assignments may be eligible for a hybrid telework schedule; however, telework arrangements are subject to management approval, operational needs, and/or may be modified or discontinued at any time. Employees who telework are expected to be able to report to their assigned worksite on short notice or as operational needs require. Unless otherwise specified for a particular position, employees are expected to reside in California following appointment. Limited exceptions may apply. Applicants should contact the assigned recruiter for additional information regarding work location expectations, telework eligibility, and residency requirements.

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.