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IT User Support Technician III - RUHS (MC)

Company: County of Riverside
Location: Moreno Valley
Posted on: January 5, 2022

Job Description:

ABOUT THE POSITION Riverside University Health System-Medical Center (RUHS-MC) is currently recruiting for an IT User Support Technician III who will be located in Moreno Valley. The Medical Center Desktop Support team provides first level IT support for RUHS including the hospital, care clinics, Behavioral Health and Public Health. This position supports computers, laptops, printers, local area networks through remote services and all IT related equipment. The incumbent will be responsible for hardware deployment as well as training end users. The IT User Support Technician III will troubleshoot complex technical issues, provide solutions, and resolve problems. They will exercise a high degree of independent judgment, provide lead and project oversight to staff, and perform the most complex problems that require extensive knowledge and proficiency. Competitive candidates must have IT helpdesk or IT service desk experience in a large enterprise environment and experience evaluating and writing procedures. IT work experience in a healthcare setting, experience using ServiceNow are highly desired. The Medical Center Desktop Support team is a 24/7 operation. This position will be assigned to second shift (12pm-9:30pm) and will requires a rotating on call 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 with a schedule hours from 7:30am-4pm). MEET THE TEAM! Riverside University Health System consistently receives national recognition for its progressive and innovative care, as well as being known as one of the top employers in the region. Mission..."Improve the health and well-being of our patients and communities through our dedication to exceptional and compassionate care, education, and research." 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 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: 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, 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.SUPPLEMENTAL INFORMATION 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: . Veterans' Preference The County has a Veterans 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. See the policy here (Download PDF reader) (Download PDF reader) . What's Next? This recruitment is open to all applicants. Applicants who are current County of Riverside employees and/or current employees of the Riverside University Health System (RUHS) may be considered before other applicants depending on the volume of applications received. Qualified applicants may be considered for future vacancies throughout the County. 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. For specific questions regarding this position, contact the Ebelyn Skinner at BASED ON THE NUMBER OF APPLICATIONS RECEIVED, THIS POSTING MAY CLOSE WITHOUT NOTICE. If you are experiencing technical problems, you may contact the applicant support desk Monday through Friday, 6 am to 5 pm Pacific Time at or toll-free 1-855-524-5627. 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 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

Keywords: County of Riverside, Moreno Valley , IT User Support Technician III - RUHS (MC), Professions , Moreno Valley, California

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