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Desktop Engineer - IS Client Systems Specialist I/II (Open & Promotional)

County of San Mateo – San Mateo, CA

The Information Services Department of the County of San Mateo is seeking a well-qualified Desktop Systems Engineers for the Client Success Division. The position is based in Redwood City and will work at all County buildings and workplace sites throughout the County.
Under general supervision, the Desktop Systems Engineers provides technical support and training on use of personal computers, peripheral equipment, and systems hardware and software; resolves computer application problems and troubleshoots hardware malfunctions; assists in maintaining and administering operating systems; provides technical support, installation, and maintenance for software, desktop computer applications, Internet/Intranet, servers, and email systems; installs, configures, and repairs personal computer hardware and software systems; and performs related work as required.
NOTE: The eligible list generated from this recruitment may be used to fill future extra help, term, unclassified, and regular classified vacancies.
The ideal candidate for this position will have:

  • Experience building and supporting a virtual desktop environment
  • At least 5 years of desktop support experience including deploying physical PCs, laptops, tablets, supporting computing environments, and troubleshooting tickets
  • Experience with supporting technologies such as: VMWare View, Windows 7, Windows 10, Office 2013 or O365, IE11, Chrome, and Firefox
  • Experience creating Windows 7/10 images
  • Experience leading desktop deployments and working directly with users
  • Experience recommending solutions for users and process improvements for the organization
  • Experience conducting feasibility studies and cost-benefit analysis to determine the adaptability of established and proposed information system desktop/end-user needs with recommendations on hardware and software platforms
  • Experience developing and documenting standardized user processes, procedures, and how to documentation
  • Team-building skills
  • A customer service-centered approach
  • Ability to work in a diverse and matrix environment
  • Knowledge to plan, implement, and support end-user devices (workstations, kiosks, mobile devices, and virtual desktops/software)
  • Familiarity to perform desktop system maintenance/upgrades including all desktop OS patches and account provisioning/maintenance
  • Experience being responsible for asset inventories of hardware and software; consultative experience to confer with professional, technical, and managerial staff to define customer IT needs and provide the optimal solution
  • Knowledge of monitoring and maintaining the integrity of established IT security policies and practices
  • Ability to evaluate IT trends and keep abreast of current job knowledge to insure our IT infrastructure meets customer needs by participating in educational opportunities, reading professional publications, maintaining personal networks, and participating in professional organizations.
  • PowerShell and other scripting languages
  • Advanced SCCM knowledge

CLASS CHARACTERISTICS
IS Client Systems Specialist I: This is the entry-level class in the IS Client Systems Specialist series. This class performs the more routine tasks and duties assigned to positions within the series including providing remote and virtual end-point desktop computer configuration and management and performing help desk phone support for routine maintenance of systems software and hardware. Positions at this level are not expected to function with the same amount of knowledge or skill level as positions allocated to the II level and usually exercise less independent discretion and judgment in matters related to work procedures and methods. Work is usually supervised while in progress and fits an established structure or pattern. Exceptions or changes in procedures are explained in detail as they arise.
IS Client Systems Specialist II: This is the journey-level class in the IS Client Systems Specialist series responsible for providing client systems, end-point configuration and management, incident management, and maintaining and troubleshooting various systems hardware, software, and peripherals. Positions at this level receive only occasional instruction or assistance as new or unusual situations arise and are fully aware of the operating procedures and policies of the work unit. The work involves frequent contact with others and coordination of multiple concurrent activities. This classification is distinguished from the IS Client Systems Specialist III by the complexity and size of the systems supported and the amount of discretion exercised over problems and resolutions, as well as the latter serves as a technical leader and subject matter expert in specific area(s) and performing basic analytical work.
Positions in the IS Client Systems Specialist class series are flexibly staffed and positions at the II level are normally filled by advancement from the I level requiring two (2) additional years of experience and after gaining the knowledge, skill, and experience which meet the qualifications for and after demonstrating the ability to perform the work of the higher-level class. When filled from the outside, the employee is required to have three (3) years of prior related experience that allows the employee to meet the qualification standards for the II level.

Examples Of Duties

Management reserves the rights to add, modify, change, or rescind the work assignments of different positions and to make reasonable accommodations so that qualified employees can perform the functions of the job.

  • Handles customer inquiries and complaints by remote session, telephone, or email and occasionally in-person; represents the Department to all customers in a professional and customer friendly manner.
  • Evaluates, responds to, and resolves tier one requests for computer assistance from users, including resetting user accounts and passwords and troubleshooting basic problems with hardware, software, and other computer related technologies.
  • Diagnoses problems, performs troubleshooting and remedial actions to correct problems, and/or recommends and determines solutions.
  • Instructs users in software applications usage, basic computer navigation, and security practices.
  • Obtains and records concise customer issue and request information; creates service tickets and determines priority and appropriate staff for resolution; ensures accurate and timely notification of staff.
  • Maintains information on scheduled systems maintenance, including upgrades and outages; informs customers as needed.
  • Evaluates problem severity and repairs or refers to specialized or higher-level personnel and/or vendor for resolution.
  • Assists in testing, diagnosing, troubleshooting, and repairing computer system hardware, software, operating, and equipment problems to ensure functional operation and compliance with service level agreements.
  • Assists staff in the installation of personal computers, mobile devices, virtual desktops, software, and peripheral components.
  • Assists in creating baseline software sets, adhering to department and County standards, for various computer makes and models; assist in building, testing, and deploying images, including configuring operating system and loading applications and software.
  • Provides status and completion updates to staff and/or users.
  • Tests, diagnoses, troubleshoots, and repairs personal and mobile computing systems and equipment problems to ensure functional operation and in compliance with service level agreements.
  • Installs, designs, configures, maintains, and upgrades operating systems and software packages across disparate platforms.
  • Performs installation, configuration and reconfiguration, maintenance, troubleshooting, and upgrading of servers, mid-range computers, and related equipment; performs basic system administration functions.
  • Installs and maintains network workstations and software; configures, installs, and tests network interface adapters and connects new clients to existing networks; isolates and repairs basic network communications problems at the personal computer, network hub, and host locations.
  • Configures and maintains patch management of computers.
  • Creates scripts to automate services.
  • Creates baseline software sets, adhering to department and County standards, for various computer makes and models; builds, tests, and deploys images, including configuring operating system and loading applications and software.
  • Creates email boxes for users and departments; troubleshoots email servers, connection, access, security, firewall, and storage issues; monitors email servers and performs scheduled maintenance; sets up, supports and troubleshoots problems with syncing email to smart devices.
  • Maintains and supports active directory services by adding, removing, and/or editing users; creates access rights to users and user groups; creates groups and mailing lists.
  • Performs user data migration and recovery due to hardware/software upgrade or disaster.
  • Assists staff with web based applications issues as needed.
  • Installs, maintains, and repairs printers, copiers, and scanners addressing both hardware and software issues.
  • Performs systems and server maintenance checks and back-ups; processes and distributes standard and reoccurring reports for users.
  • Recovers computer assets and evaluates/repurposes viable hardware; decommissions obsolete hardware.
  • Researches and provides recommendations or with approval, purchases tools, supplies, and repair parts from a variety of sources.
  • Provides support for audiovisual equipment; sets up and provides technical support for presentations, meetings, and conferences.
  • Performs incident management of service tickets, including ensuring tickets are assigned to appropriate staff, following-up with staff and customers on status of ticket, ensuring tickets are completed, and updating status in system upon completion.
  • Writes and maintains user and technical operating instructions and documentation; provides training to users and other technical staff and advises on best practices.
  • Performs help desk support technician duties.
  • Perform related duties as assigned.

Qualifications

Knowledge of:

  • Basic principles and practices used in the operation, troubleshooting, maintenance, and administration of network operating systems, personal computer system hardware, mobile computing systems, and related software systems.
  • Personal computer and network system application software packages and hardware peripherals.
  • Computer hardware, software, network technology, and operating system products.
  • Techniques and methods of computer hardware and software evaluation and implementation.
  • Troubleshooting and installation techniques.
  • Customer service and telephone techniques.
  • Modern office practices, methods, and computer equipment and applications related to the work.
  • English usage, spelling, vocabulary, grammar, and punctuation.
  • Techniques for providing a high level of customer service by effectively dealing with vendors and County staff.

Skill/Ability to:
  • Perform basic technical support functions in the operation and maintenance of personal and mobile computer software and hardware; troubleshoot problems and take appropriate action or escalate to appropriate staff as needed.
  • Deal tactfully with the customers and staff in providing information, answering questions, and providing customer service.
  • Respond to and effectively prioritize a high volume of phone calls and other requests for service.
  • Learn and understand the organization, operation, and functions of the department as necessary to assume assigned responsibilities.
  • Learn, interpret, and apply applicable Federal, State, and local laws, regulatory codes, ordinances, and procedures relevant to assigned area of responsibility.
  • Organize, maintain, and update records systems.
  • Operate modern office equipment including computer equipment and specialized software applications programs.
  • Use English effectively to communicate in person, over the telephone, and in writing.
  • Use tact and prudence within general policy, procedural, and legal guidelines.
  • Establish, maintain, and foster positive and effective working relationships with those contacted in the course of work.

Additional Qualification at the IS Client Systems Specialist II Level:
Knowledge of:
  • Techniques and methods of computer hardware and software evaluation, implementation, and documentation.
  • Troubleshooting, configuration, and installation techniques.
  • The organization, operation, and functions of the department as necessary to assume assigned responsibilities and to determine appropriate point of escalation.
  • Applicable regulatory relevant to assigned area of responsibility.

Ability to:
  • Perform a variety of technical support functions in the operation and maintenance of personal and mobile computer software and hardware; take appropriate action to resolve problems or escalate to appropriate staff as needed.
  • Identify, troubleshoot, and resolve basic hardware and software problems and perform minor repairs.
  • Setup computer and network hardware and install and configure software.
  • Participate in and lead design sessions or process improvement sessions and provide sound recommendations and technical input.
  • Train staff on software applications and hardware usage.
  • Interpret, apply, explain, and ensure compliance with Federal, State, and local policies, procedures, laws, rules, and regulations.
  • Establish and maintain a variety of filing, record keeping, and tracking systems.
  • Organize own work, set priorities, and meet critical time deadlines.
  • Use tact, initiative, prudence, and independent judgment within general policy, procedural, and legal guidelines.

Education and Experience:
Any combination of training and experience that would provide the required knowledge, skills, and abilities is qualifying. A typical way to obtain the required qualifications would be:
Education: Completion of coursework and/or training in information systems, computer science, or related field.
Experience:
IS Client Systems Specialist I: One (1) year of providing technical customer service support specific to specialty area assigned which includes personal computing or mobile computing.
IS Client Systems Specialist II: Two (2) years of increasingly responsible experience, equivalent to an IS Client Systems Specialist I at the County of San Mateo, in providing technical support in the installation, maintenance, and repair of systems specific to personal or mobile computing.
Licenses and Certifications:
  • Some positions may require possession of, or ability to obtain, a valid California Driver s License.

Physical Demands
Must possess mobility to work in a standard office setting and use standard office equipment, including a computer; to operate a motor vehicle and to visit various County sites; vision to read printed materials and a computer screen; and hearing and speech to communicate in person and over the telephone. Standing in and walking between work areas is frequently required. Finger dexterity is needed to access, enter, and retrieve data using a computer keyboard or calculator and to operate standard office equipment. Positions in this classification frequently bend, stoop, kneel, and reach to perform assigned duties, as well as push and pull drawers open and closed to retrieve and file information. Employees must possess the ability to lift and carry materials and objects up to 50 pounds with the use of proper equipment and push and pull materials and objects up to 100 pounds with the use of proper equipment.
Environmental Elements
Employees work in an office environment with moderate levels, controlled temperature conditions, and no direct exposure to hazardous physical substances. Employees may interact with upset staff when providing customer support services.

Application/Examination

Open & Promotional. Anyone may apply. Current County of San Mateo and County of San Mateo Superior Court of California employees with at least six months (1040 hours) of continuous service in a classified regular, probationary, SEIU or AFSCME represented extra-help, or temporary position prior to the final filing date will receive five (5) points added to their final passing score on this examination. Responses to the supplemental questions must be submitted in addition to our regular employment application form.
The examination process will consist of an application screening (weight: pass/fail) based on the candidate s application and responses to the supplemental questions. Candidates who pass the application screening will be invited to a panel interview (weight: 100%).
Depending on the number of applications, an application appraisal of education and experience may be used in place of other examinations or a screening committee may select those applicants whose education and/or experience appear to best meet the needs of the position based solely on the information provided in the application materials. Because of this screening process, applicants meeting the minimum qualifications are not guaranteed advancement through any subsequent phase of the examination. All interviews will be given in San Mateo County, California, and applicants must participate at their own expense.
IMPORTANT: Applications for this position will only be accepted online. If you are currently on the County s website, you may click the Apply button. If you are not on the County s website, please go to https://jobs.smcgov.org to apply. A supplemental application form must be submitted in addition to the standard County employment application form. A resume will not be accepted as a substitute for the required application materials. Online applications must be received by the Human Resources Department before midnight on the final filing date.

TENTATIVE RECRUITMENT SCHEDULE
Final Filing Date: Monday, July 29, 2019
Application Screening: Week of July 29, 2019
Panel Interviews: Monday, August 19, 2019
At the County of San Mateo, we take pride in the way our employees bring together their diverse backgrounds, experiences, and perspectives to serve our community s needs. The County is an Equal Opportunity Employer.
HR Analyst: Lucy Fung (07162019) (IS Client Systems Specialist I/II - V268/V269)

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