IT User Support Technician III - Helpdesk Support at County of Riverside in Moreno Valley, California

Job Description:

ABOUT THE POSITION

The Riverside University Health System (RUHS) Medical Center has an opportunity for an IT User Support Technician III within the Information Services (IS) division located in Moreno Valley.

The selected candidate will be receiving, logging, and routing user calls for assistance or repair using ITSM Applications (ServiceNow). Other duties include: monitoring trouble call/resolution information; providing specialized application support including EPIC, Office 365, Citrix; troubleshooting and resolving issues with desktop hardware, software, printing, and peripherals. This position requires the ability to work independently, with little or no supervision, and the ability to lead tasks/projects, desktop management, and application distribution. The incumbent will demonstrate and provide effective customer service, coordinate equipment deliveries/installations, perform inventory/asset control, and prepare and maintain technical and procedure documentation.

The incumbent candidate will: research, evaluate, and test hardware/software products; install, upgrade, configure, and test new and existing hardware and software; coordinate and perform preventative maintenance on computer equipment. The department seeks a team player with excellent verbal and written communication skills, excellent documentation skills with an attention to detail, and strong problem solving and analytical skills.

Competitive candidates will possess IT experience in healthcare, familiarity with HIPAA, experience supporting EPIC Electronic Health Records/Epic application Security, advanced experience with all Windows based applications and Microsoft Exchange, Service Desk Call Center experience, Desktop Imaging experience, VoIP / CNP, Azure and Azure active directory experience. Other competitive experience includes: Identity Management and Security, PowerShell and Automation, and Service Now.

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/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

Required 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.

Required 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 technical advanced experience requirement.)

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, 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, 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.

Physical Requirements:Ability to lift, carry, manipulate or maneuver up to 50 lbs; ability to stand or sit for long periods of time; squatting, bending, walking is required.

License Requirement: A valid California Driver's License is required.

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. A list of eligible candidates will be established to fill current and future vacancies throughout Riverside 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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