Supervising IT User Support Technician

County of Riverside, CA • Riverside, CA

33d • Onsite

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 Assessor - County Clerk - Recorder is seeking to fill an Supervising IT User Support Technician, located in Riverside. The incumbent will supervise a team of IT User Support Technicians that provide hardware and software support to ACR employees. In this position the supervisor monitors, assigns and evaluates the work of staff; trains and mentors employees; addresses performance issues and participates in the employee selection process. Competitive candidates will exceed five years of progressive job-related IT Field Support or IT Help Desk experience, within the last six years, including over two years of lead or full scope supervisory experience. The department desires candidates with experience in Fresh Service, Systems Center Configuration Manager (SCCM), In-Tune, Active Directory/Azure AD, networking knowledge (DNS, DHCP, VPN, WiFi trouble shooting) and automation. This position requires driving to all County of Riverside locations to perform in-person, on-site work. Meet the Team The Assessor - County Clerk - Recorder has a staff of over 375 employees located in offices throughout Riverside County. The Assessor is responsible for locating, identifying and valuing all taxable property in Riverside County. The Recorder is responsible for providing the public with constructive notice of private acts and creating and maintaining custody of permanent records for all documents filed and recorded in Riverside County. The County Clerk services range from issuing marriage licenses and performing marriage ceremonies to accepting filings of Fictitious Business Name Statements. The Records Management Archives Program (RMAP) unit provides professional records management services and the Archives Program provides public access to the history of Riverside County.

Requirements

• Possession of a Bachelor's degree from an accredited college or university in computer science, computer information systems, data processing, information management, or related field. (Additional qualifying experience may be substituted for the required education on the basis of one year of experience for one year of education.)
• Five years of successful journey level IT job-related experience with two of those years including supervisory or lead duties over staff engaged in technically advanced IT-related work. One year of experience as a Riverside County IT User Support Technician III may substitute for the required experience.
• Possession of a valid California Driver's License
• A successful Security Clearance conducted by the Assessor's Office.
• The principles, methods, and techniques used in the course of work for the IT User Support Technician series; principles, methods, and techniques of effective supervision; principles, methods, and techniques applied to IT devices, applications and systems; principles of organization and administration; and the principles of documentation and recordkeeping, storage and retrieval.
• 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; effectively supervise subordinates, 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.
• Supervision, coordination, and evaluation of the work of assigned personnel; identifying learning needs and overseeing the orientation/training of personnel.
• 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.

Nice To Haves

• Experience in Fresh Service, Systems Center Configuration Manager (SCCM), In-Tune, Active Directory/Azure AD, networking knowledge (DNS, DHCP, VPN, WiFi trouble shooting) and automation.
• 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.

Responsibilities

• Supervise, assign, review, and evaluate the work of staff performing user support technician and related work; plan, organize, and provide opportunities to develop and maintain job-related competencies.
• 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 and coordinate resolution to desktop communication problems and remote system connections; troubleshoot software and 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, and 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Executive, Legislative, and Other General Government Support