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

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.

Work Schedule: 

Monday: OFF
Tuesday: OFF
Wednesday: 9:00 AM – 6:00 PM
Thursday: 9:00 AM – 6:00 PM
Friday: 9:00 AM – 6:00 PM
Saturday: 8:00 AM – 5:00 PM 
Sunday 8:00 AM – 5:00 PM

The Ideal Candidate:

• 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

Skill/Ability to:

• 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 

SUPERVISION RECEIVED AND EXERCISED

The positions receive general supervision from assigned IS Client Systems Supervisor. This position exercises no supervision of staff.
 

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.

• 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

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.

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

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

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. 
A supplemental application form must be submitted in addition to our regular employment application form. Resume or CV will not be accepted as a substitute for the required employment application and supplemental questionnaire.
 
The examination process will consist of an application screening (pass/fail) based on the candidates' applications 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 applicants, an application appraisal of education and experience may be used in place of other examinations or further evaluation of work experience may be conducted to group applicants by level of qualification. All applicants who meet the minimum qualifications are not guaranteed advancement through any subsequent phase of the examination. All examinations 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. 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 20, 2026, at 11:59 p.m. PST
Application Screening: Monday, August 24, 2026
Panel Interviews:  Tuesday, September 22, 2026, Wednesday, September 23, 2026, and/or Thursday, September 24, 2026