Desktop Engineer (IS Client Systems Specialist II) Open and Promotional

Job Description:

Desktop Engineer (IS Client Systems Specialist II) Open and Promotional

Description

Description

The Technology 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 2000 Alameda de las Pulgas, San Mateo 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.

The Ideal Candidate

The ideal candidate will be able to work independently. They will possess initial triage and troubleshooting skills and strong judgment to determine when to escalate for additional support. This position requires strong communication and customer service skills as it directly interacts with our customers operating in a critical environment (including patient safety). Strong analytical and writing skills are required for this individual to provide proper documentation and details into the ticket. Knowing how to present a friendly voice over the phone with excellent customer service skills on how to keep customers calm while on the phone, is desired.

CLASS CHARACTERISTICS 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 performs 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 right 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.

• Diagnoses problems, performs troubleshooting and remedial actions to correct problems, and/or recommends and determines solutions.
• Evaluates problem severity and repairs or refers to specialized or higher-level personnel and/or vendor for resolution.
• Proficient with supporting technologies such as: Active Directory, SCCM, Windows 11, Office 365, Edge, PowerShell.
• 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 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.
• 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.
• Familiarity to perform desktop system maintenance/upgrades including all desktop OS patches and account provisioning/maintenance.
• 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 ensure our IT infrastructure meets customer needs by participating in educational opportunities, reading professional publications, maintaining personal networks, and participating in professional organizations.

Qualifications
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.

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.
Application/Examination

Open and 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, Confidential and Management extra-help/limited term, and SEIU or AFSCME represented extra help/limited term positions prior to the final filing date w ill receive five 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. A resume will not be accepted as a substitute for the required employment application and supplemental questionnaire.

Based solely on the information provided in the application materials, an application screening committee will select those applicants whose education, training and experience most closely matches the needs of the department. Those selected will be invited to a panel interview (weight: 100%) which may include the evaluation of a written or performance exercise given immediately preceding the interview. Selected applicants will be notified of the date, time and place of the tests.

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. Online applications must be received by the Human Resources Department before midnight on the final filing date.

TENTATIVE RECRUITMENT SCHEDULE
Final Filing Date: Thursday, August 13, 2026, at 11:59 p.m. PST
Application Screening: Monday, August 17, 2026
Panel Interviews: Tuesday, August 25, 2026, and/or Wednesday, August 26, 2026

About the County
San Mateo County is centrally located between San Francisco, San Jose, and the East Bay. With over 750,000 residents, San Mateo is one of the largest and most diverse counties in California and serves a multitude of culturally, ethnically, and linguistically diverse communities.

The County of San Mateo, as an employer, is committed to advancing equity to ensure that all employees are welcomed in a safe and inclusive environment. The County seeks to hire, support, and retain employees who reflect our diverse community. We encourage applicants with diverse backgrounds and lived experiences to apply. Eighty percent of employees surveyed stated that they would recommend the County as a great place to work.

The County of San Mateo is an equal opportunity employer committed to fostering diversity, equity, and inclusion at all levels.



HR Analyst: Arlene Cahill (IS Client Systems Specialist II (V268/V269)