Service Desk Engineer (IS Client Systems Specialist I)

About the role

The Technology Services Department is seeking qualified candidates for the position of Service Desk Engineer. 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

• 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

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

Skills and abilities

• 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

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

Qualifications

Education: Completion of coursework and/or training in information systems, computer science, or related field.

Experience: 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.

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

This response is AI-generated, for reference only.