IT User Support Technician I/II at County of Riverside in Moreno Valley, California

Job Description:

ABOUT THE POSITION

The County of Riverside University Health System Medical Center (RUHS) has an opportunity for the position of IT User Support Technician I/II in the Information Services (IS) division located in Moreno Valley.

The selected candidate will be tasked with resolving technical problems, providing excellent customer service, and innovating more efficient use of IT resources in a healthcare setting. The incumbent candidate will be t roubleshooting and providing resolutions to desktop communication problems and remote system connections, as well as troubleshooting software, equipment errors, and coaching users in correcting reported problems. Competitive candidates will possess IT helpdesk or IT service desk experience in a large enterprise environment, IT work experience in a healthcare setting, experience using EPIC and ServiceNow software, and c ustomer service experience.

The RUHS Service Desk is a 24/7 operation. This position requires a rotating shift (day, swing and graveyard), including nights, weekends and holidays. During the training period, this position will require in-person, on-site work at the Moreno Valley office.

The IT User Support Technician I is the entry-level classification in the IT User Support Technician series and reports to a supervisory or manager level position. Incumbents receive initial training in the techniques and procedures essential to the duties of the class. The main objective of this classification series is to troubleshoot technical problems and provide solutions to users.

The IT User Support Technician I is distinguished from the IT User Support Technician II in that the latter is the journey-level class in which incumbents are expected to work independently and require little supervision. Advancement to the next level is obtained by competitive selection through an open recruitment.

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 level at which the position will be filled is at the Department's discretion and is based on candidate qualifications.

Meet the Team!

Riverside University Health System (RUHS) includes the 439-bed Medical Center in Moreno Valley, 10 Federally Qualified Health Centers and several primary and specialty clinics throughout Riverside County, and the departments of Behavioral and Public Health. RUHS has been the foundation of health care, community wellness and medical education in Riverside County for more than 100 years and employs about 6,000 team members.

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

IT User Support Technician I:

$16.99 - $26.33 Hourly

$2944.14 - $4564.37 Monthly

$35,329.63 - $54,772.43 Annually

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:None required.

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 is preferred.

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: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; 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, GroupWise, 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.

IT User Support Technician II:

$23.92 - $37.09 Hourly

$4,146.76 - $6,428.62 Monthly

$49,761.09 - $77,143.46 Annually

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.

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.

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.

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.

Other Requirements for all options:

License/Certificate: Possession of a valid California Driver's License is required.

Competitive Candidates:Competitive candidates will possess IT helpdesk or IT service desk experience in a large enterprise environment, IT work experience in a healthcare setting, experience using EPIC and ServiceNow software, and c ustomer service experience.

SUPPLEMENTAL INFORMATION
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.

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 employees of County of Riverside University Health System Medical Center may be considered before other applicants depending on the volume of applications received. Applications received prior to the closing date will be considered based on the information submitted. Changes or alterations cannot be accepted. No late applications will be permitted. Based on the number of applications received, this posting may close without notice. Qualified applicants may be considered for future vacancies throughout the County.

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:

A new hire who enters CalPERS membership for the first time on or after January 1, 2013, and who has no prior membership in any California Public Retirement System.

A new hire who enters CalPERS membership for the first time on or after January 1, 2013, and who was a member with another California Public Retirement System prior to that date, but who is not subject to reciprocity upon joining CalPERS.

A member who first established CalPERS membership prior to January 1, 2013, and who is rehired by a different CalPERS agency after a break in service of greater than six (6) months.

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.

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