Service Desk Engineer (IS Client Systems Specialist I) Open and Promotional

County of San Mateo•San Mateo, CA

11d•Onsite

About The Position

The County of San Mateo's Technology Services Department is seeking qualified candidates for the position of Service Desk Engineer (IS Client Systems Specialist I). This position serves as a key technical support resource for County employees, contractors, and vendors, providing assistance across a broad range of departments and technology needs. Under general supervision, this position provides technical support and user training for computers, mobile devices, peripheral equipment, and related systems. Responsibilities include troubleshooting hardware and software issues, resolving application-related problems, assisting with the installation and configuration of County applications, supporting mobile device setup and functionality, and performing other related duties as assigned. There is currently one (1) vacancy.

Requirements

Completion of coursework and/or training in information systems, computer science, or related field.
One (1) year of providing technical customer service support specific to specialty area assigned which includes personal computing or mobile computing.
Excellent communication and customer service skills
Self-motivated with the ability to prioritize, meet deadlines, and manage changing priorities
Experience troubleshooting Windows operating systems and mobile platforms such as iOS and Android
Experience managing incidents and service requests via ITSM platforms such as ServiceNow
Advanced technical infrastructure knowledge in root-cause problem solving with minimal escalation
Ability to diagnose complex, intermittent failures
Hands-on familiarity with cloud administration (Microsoft 365, Azure/Entra), identity management (SSO/MFA), and basic virtualization or server support
Experience with user account management, including Active Directory and Okta administration
Proficiency with command-line tools like PowerShell
Advanced understanding of DNS/DHCP, TCP/IP routing, VPN (Zscaler/Global Protect), and VLANs
Understanding of basic principles of security, endpoint protection, and advanced remote-access diagnostic tools
Knowledge of: Windows OS troubleshooting; user profiles, updates, drivers, BitLocker, performance issues
Microsoft 365 Office; Outlook, Teams, OneDrive, SharePoint basics, Word/Excel/PowerPoint troubleshooting, mailbox/calendar issues
Active Directory / OKTA; user accounts, groups, password resets, lockouts, MFA, account lifecycle basics, permissions concepts
Networking basics; DNS, DHCP, VPN (Zscaler/Global Protect), Wi-Fi, Ethernet, network printing, basic connectivity troubleshooting
Remote support tools; remote desktop/control tools, endpoint management portals, secure support practices
Ticketing systems; creating, updating, categorizing, prioritizing, documenting, and closing incidents/service requests
Mobile device support; iOS/Android operating systems, MDM enrollment, lost/stolen device procedures
Excellence in communication and customer-facing skills
Ability to follow instructions and processes with minimal instruction
Ability to troubleshoot basic Windows workstations, laptops, peripherals, mobile devices, printers, and other office equipment
Ability to troubleshoot basic Outlook, Teams, OneDrive, SharePoint, Microsoft Office apps, MFA, mailbox access, calendaring, and collaboration issues
Perform user account activities within Active Directory, Azure/Entra, Okta, group memberships, password resets, account provisioning, permissions, and role-based access
Diagnosing hardware failures, application errors, and driver issues
Perform TCP/IP, DNS, DHCP, VPN, Wi-Fi, LAN connectivity, remote access, and basic network troubleshooting
Ability to use Microsoft Intune, SCCM, remote support tools to diagnose and resolve common issues
Recognize phishing, malware, suspicious activity, account compromise, data-handling risks, and escalate security incidents appropriately
Establish, maintain, and foster positive and effective working relationships with those contacted in the course of work
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
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

Nice To Haves

Some positions may require possession of, or ability to obtain, a valid California Driver's License.

Responsibilities

Provide consistent and excellent customer service, maintaining a positive and helpful attitude while guiding users through technical solutions and ensuring a positive user experience
Diagnose and resolve common IT problems, including desktop/laptop issues, mobile device configurations, printer malfunctions, software application errors, and basic network connectivity problems
Create, modify, and troubleshoot user accounts and permissions within Active Directory and Okta
Accurately log all support requests, actions taken, and resolutions in ServiceNow
Contribute to and maintain IT knowledge base articles and troubleshooting guides for common issues
Identify and escalate more complex or critical issues to specialized teams (e.g., Security, Network, Server), ensuring proper handover
Ensure all support activities and solutions comply with established TSD policies and procedures
iOS and Android mobile device configuration and troubleshooting
Mobile device asset management including asset record creation, carrier plan changes and disconnects, and disposal of retired devices
Process procurement requests via ServiceNow, interact with ISD Purchasing team on hardware order updates, and inventory check-in for all hardware deliveries
Mobile device hardware decommissioning: wipe data from all devices, terminate data plans, remove from MDM, update asset database and dispose of hardware
Perform related duties as assigned