IS Client Systems Specialist - Senior (Department Promotional Only)

County of San Mateo•San Mateo, CA

22h•Onsite

About The Position

The Information Services Department of the County of San Mateo is seeking a well-qualified IS Client Systems Specialist - Senior for the Client Services Division. Under general supervision, the position leads, trains, oversees, sets priorities, and directs the work of staff on a day-to-day basis; performs the most complex and varied technical support and training on use of personal computers, peripheral equipment, and systems hardware and software; provides technical depth and expertise with the ability to work directly with the customer; regularly leads large-scale or several small-scale projects of critical importance and substantial consequence of success or failure to the County; 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, virtual desktops, Internet/Intranet, and countywide systems; installs, configures, and repairs personal computer hardware and software systems; and performs related work as required. The ideal candidate will have strong verbal and written skills and the ability to effectively interface with customers, technical teams, and senior management. The individual must be extremely deadline oriented to thrive in a in a fast-paced environment and must have the ability to prioritize competing priorities and projects. You must be able to effectively analyze, diagnose, and implement scalable county-wide solutions. In this role, you will be expected to proactively identify new technologies and practices to encourage workflow improvements that enhance the organization’s productivity. You will also be a technical escalation point, a mentor, a trainer, and an overall problem solver for the team. You may take on supervisory responsibilities in the absence of the IS Client Systems Supervisor.

Requirements

Completion of coursework and/or training in information systems, computer science, or related field and five (5) years of increasingly responsible experience in providing technical support in the installation, maintenance, and repair of systems specific to personal or mobile computing.
Basic principles of employee supervision and training.
Advanced principles and practices used in the operation, troubleshooting, maintenance, and administration of network operating systems, personal computer system hardware, and related software systems.
Personal computer and network system application software packages and hardware peripherals.
Computer hardware, software, network technology, and operating system products.
Advanced techniques and methods of computer hardware and software evaluation, implementation, and documentation.
Troubleshooting, configuration, and installation techniques.
Basic principles and practices for identifying systems-related issues and actions needed to improve or correct performance.
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.
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.
Plan, schedule, assign, and oversee activities of assigned staff.
Inspect the work of others and maintain established quality control standards.
Train others in proper and safe work procedures.
Identify and coordinate areas where business process redesign can favorably impact operations.
Identify and implement effective course of action to complete assigned work.
Perform advanced and complex technical support functions in the operation and maintenance of computer software and hardware; take appropriate action to resolve problems or escalate to appropriate staff as needed.
Identify, maintain, and repair hardware and software problems.
Perform basic analyses of informational requirements and needs, identify problems, provide technical advice and consultation, and ensure efficient computer system utilization.
Deal tactfully with the customers and staff in providing information, answering questions, and providing customer service.
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 and prioritize a variety of projects and multiple tasks in an effective and timely manner; organize own work, set priorities, and meet critical time deadlines.
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, initiative, prudence, and independent judgment within general policy, procedural, and legal guidelines.
Establish, maintain, and foster positive and effective working relationships with those contacted in the course of work.

Nice To Haves

Some positions may require possession of, or ability to obtain, a valid California Driver's License.
Some positions may require possession of, or ability to obtain, industry-recognized information technology certifications.

Responsibilities

Provides lead direction to a group of client systems specialist staff; reviews and controls quality of work; performs the more complex and technical support and training on use of personal computers, peripheral equipment, and systems hardware and software.
Plans, schedules, prioritizes, and assigns work in consultation with the IS Client Systems Supervisor; inspects assigned equipment, systems, and infrastructure for maintenance, repair, and upgrade needs and recommends appropriate actions; assists in developing work plans, procedures, and schedules.
Inspects and evaluates work in progress and upon completion to ensure activities are performed in accordance with department standards and specifications; provides input on annual employee performance evaluations.
Coordinates projects, personnel, and systems to facilitate access to the County's computer systems; provides adequate, smooth, and efficient systems services for staff; receives, prioritizes, and coordinates response to work orders; estimates and provides adequate materials, equipment, and staff needed.
Functions as a liaison between project managers, analysts, and administrators and support technicians to ensure standards and protocols are maintained; assists in coordinating activities with help desk and other information services staff.
Maintains and monitors inventory levels of computer supplies and equipment; orders, receives, and maintains adequate inventory levels; researches, evaluates, and confers with vendors concerning hardware, software, and peripherals; reviews coordinates, and authorizes minor purchases; recommends major tool and equipment purchases.
Serves as technical lead for assigned projects, including gathering user and systems requirements, working with vendors, contractors, project managers, and other project staff, installing, configuring, testing, and providing general technical support, and developing technical and user documentation.
Facilitates and conducts business process redesign or technical design sessions and/or focus groups for design and implementation of new processes or systems.
Installs, designs, configures, maintains, and upgrades operating systems and software packages across disparate platforms.
Tests, diagnoses, troubleshoots, and repairs computer systems and equipment problems to ensure functional operation and in compliance with service level agreements.
Evaluates problem severity and repairs; analyzes, troubleshoots, and fixes problems or refers to specialized or higher-level personnel and/or vendors for resolution.
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.
Oversees the creation and deployment of baseline software sets, adhering to department and County standards, for various computer makes and models.
Writes and maintains user and technical operating instructions and documentation; provides training to users and other technical staff and advises on best practices.
Oversees the inspection, troubleshooting, diagnosis, and resolution of complex personal and mobile computing hardware, software, and peripheral malfunctions remotely and in person; assesses system performance and identifies, analyzes, and resolves problems; modifies configurations as appropriate; coordinates response to emergency maintenance and repair situations.
Provides specialized and complex technical support and assistance to staff concerning personal and mobile computer systems; serves as the primary contact for and resolves related issues, conflicts, and concerns; responds to inquiries and provides information concerning system operations, projects, malfunctions, equipment, upgrades, practices, procedures, and related software applications.