IT User Support Technician II - County of Riverside
Moreno Valley, CA 92551
About the Job
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 University Health System is currently recruiting for a IT User Support Technician II for the Moreno Valley Medical Center.
The selected candidate will be tasked with d etermining user information needs and then resolving technical problems and innovating more efficient use of IT resources in a healthcare setting. The incumbent will also provide resolutions to desktop communication problems and remote system connections; as well as troubleshoot software, hardware and network errors and coaching users in correcting reported problems.
Competitive candidates will possess IT Service Desk experience in a large enterprise environment; at least two years of IT work experience in a healthcare setting and highly proficient with A+, EPIC and ServiceNow software .
The RUHS Service Desk is a 24/7 operation requiring flexibility to work rotating shifts (day, swing and graveyard) including weekends and holidays. T he training period for this position will be in-person Monday through Friday, during the day shift.
The IT User Support Technician II is the journey level classification in the IT User Support Technician series and reports to a supervisory or manager level position. Incumbents perform the full range of duties requiring a greater technical knowledge with little supervision or guidance. The main objective of this classification series is to troubleshoot technical problems and provide solutions to users.
The IT User Support Technician II is distinguished from IT User Support Technician III in that the latter requires incumbents to possess and use expertise-level technical and analytical skills on a regular basis. Advancement to the next level is obtained by competitive selection through an open recruitment.
Meet the Team!
Riverside University Health System (RUHS) is an integrated health system delivering exceptional care to residents of Riverside County, through a network of skilled healthcare professionals. RUHS includes the 439-bed Medical Center in Moreno Valley accredited by the Joint Commission, 10 Federally Qualified Health Centers (FQHCs), specialty clinics and the departments of Behavioral and Public Health. RUHS is a teaching organization that provides training for doctors, nurses and allied health professionals and is affiliated with Loma Linda.
EXAMPLES OF ESSENTIAL DUTIES
• Receive, log, and route user calls for assistance or repair; monitor trouble call and resolution information; follow-up on and report aged calls to ensure timely response.
• Create and delete user accounts; maintain security by adding and removing users from security groups; reset passwords; add user home directories/group membership and modified user accounts.
• Support users assisting with tablets, smartphones, laptops, printer models, network connectivity, scanners, and desktops; install software and configure workstations; train users in access of Windows, Microsoft Exchange, Outlook and voicemail.
• Create, check status, and dial in services for Cisco accounts; report failed data circuits and phone equipment to appropriate external vendor.
• Provide customer service via phone and remote support; implement hardware upgrades for new or existing office locations.
• Diagnose, troubleshoot, repair software, hardware, and network malfunctions.
• Log inventory hardware assets and report capital assets after installation.
• Troubleshoot and 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.
• 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 and 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.
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.
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, GroupWise, Outlook and voicemail.
Other Requirements
Possession of a valid California Driver's License
Ability to push, pull, carry or lift 15-20 pounds of material.
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.
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.
SUPPLEMENTAL INFORMATION
Application Deadline
Applications will be reviewed in the order in which they are received. Based on the number of applications received, this posting may close without notice.
Veterans' Preference
The County of Riverside has a Veteran's Preference Policy . Upload a copy of your (or your spouse's) Member-4 Form DD-214 (or NGB-22) indicating dates of service, and a copy of your spouse's letter of disability (if applicable) with your application. 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.
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: http://dao.rc-hr.com/ .
Degree Verification
Prior to the closing date, upload a copy of any license(s), official/unofficial transcript(s), degrees, and/or related employment documents to your NeoGov account. 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 ).
What's Next
This recruitment is open to all applicants.Applicants who are current County or Riverside University Health System Medical Center (RUHS) employees may be considered before other applicants depending on the volume of applications received. Applications received prior to the closing date will be considered
MEDICAL/DENTAL/VISION INSURANCE: A choice of different medical, dental and visions plan are available to elect. The County provides a Flexible Benefit Credit contribution as governed by the applicable LIUNA Memorandum of Understanding to contribute towards the cost of these plans.
Note: Employees on assignment through the Temporary Assignment Program (TAP) receive different benefits. See the list here .
MISCELLANEOUS RETIREMENT: County of Riverside has three retirement Tiers through the California Public Employees' Retirement System (CalPERS).
- Tier I (Classic Member - Formula 3% @ 60): Applicable to current and former County of Riverside local miscellaneous employees hired prior to 08/24/2012 and did not withdraw CalPERS contributions. The employee contribution is eight (8%) percent.
- Tier II (Classic Member - Formula 2% @ 60): Applicable to local miscellaneous employees 1) hired after 08/23/2012 through 12/31/2012; 2) Previously employed with another CalPERS contracting public agency or a reciprocal retirement system, with a break in service of less than six months between the separation date with the previous employer and the appointment date with the County of Riverside. The employee contribution is seven (7%) percent.
- Tier III (PEPRA New Member - Formula 2% @ 62): Applicable to CalPERS local miscellaneous new members hired on or after the implementation of the Public Employees' Pension Reform Act of 2013 (PEPRA) which took effect January 1, 2013. As of July 1, 2020, the employee contribution is 7.25% and subject to change annually.
A new member is defined as any of the following:
CalPERS refers to all members that do not fit within the definition of a new member as "classic members".
Contribution rates are subject to change based on the County of Riverside annual actuarial valuation.
Note:
This summary is for general information purposes only. Additional questions regarding retirement formulas can be sent to retirement@rivco.org or by calling the Benefits Information Line at (951) 955-4981,
Option 2.
If you have prior service credit with another CalPERS agency or within agencies, please contact CalPERS at (888) 225-7377 to determine which retirement tier would be applicable to you. CalPERS is governed by the Public Employees' Retirement Law. The Retirement Law is complex and subject to change. If there's any conflict between this summary and the law, the law will prevail over this summary.
DEFERRED COMPENSATION: Voluntary employee contribution with a choice between two 457 deferred compensation plan options.
VACATION ACCRUAL (Bi-Weekly Accrual):
0< 3 year = 80 Hours (10 Days)
4< 9 years = 120 Hours (15 Days)
10 or more years = 160 Hours (20 Days)
Maximum Vacation leave accumulation is 480 hours.
SICK LEAVE: Four (4) hours Sick Leave accrual per pay period with unlimited accrual.
HOLIDAYS: Normally 12 paid holidays per year
BEREAVEMENT LEAVE: Allowed 5 days (3 days are County paid; 2 additional days can be taken from accrued Sick Leave balance)
BASIC LIFE INSURANCE: Equal to one times annual base salary not to exceed $50,000 of term life coverage. Premiums are paid by the County. Additional Supplemental Life plan is available for employee purchase.
DISABILITY: Short-term Disability benefit pays up to a maximum of $461.54 weekly, payable up to a maximum of 52 weeks.
POST RETIREMENT MEDICAL CONTRIBUTION: A monthly contribution is made by the County towards retiree health insurance offered through the County as governed by the applicable Memorandum of Understanding.
OTHER: There may be other benefit provisions as specified in the applicable Memorandum of Understanding. Please contact the recruiter listed on the job posting directly for more information.