IS Client Systems Specialist - Senior (Service Desk Support) (Departmental Promotional Only)

Position Overview The Technology Services Department of the County of San Mateo is seeking a well‑qualified IS Client Systems Specialist – Senior for the Client Services Division. Responsibilities Under general supervision, the position leads, trains, oversees, sets priorities, and directs the work of staff on a day‑to‑day basis. It performs complex technical support and training for 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, virtual desktops, Internet/Intranet, and countywide systems; installs, configures, and repairs personal computer hardware and software systems; and performs related work as required. Additional duties include: 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. 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. 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 Technology 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. Evaluates problem severity and repairs; analyzes, troubleshoots, and fixes problem or refers to specialized or higher‑level personnel and/or vendor for resolution. Lead administrator of Mobile Device Management program who maintains it via InTune Administration. Recommends and maintains tools used by members of the team that indicate whether they are free to take calls or are on the phone. Recommends and implements security measures for the Mobile Device Management program. 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. Performs other duties as assigned. 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. Qualifications Education and Experience: Any combination of training and experience that would provide the required knowledge, skills, and abilities is qualifying. A typical path includes completion of coursework and/or training in information systems, computer science, or a 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. Licenses and Certifications 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. Knowledge of 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. Skill / Ability to 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 elevate 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. 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. #J-18808-Ljbffr County of San Mateo