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

About the role

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).

Responsibilities

• Provide technical support and user training for computers, mobile devices, peripheral equipment, and related systems.
• Troubleshoot hardware and software issues, resolve application-related problems, assist with the installation and configuration of County applications, and support mobile device setup and functionality.
• Manage incidents and service requests via ITSM platforms such as ServiceNow.
• Diagnose complex, intermittent failures and perform hands-on familiarity with cloud administration, identity management, and basic virtualization or server support.
• Perform user account management, including Active Directory and Okta administration.
• Diagnose hardware failures, application errors, and driver issues.
• Perform TCP/IP, DNS, DHCP, VPN, Wi-Fi, LAN connectivity, remote access, and basic network troubleshooting.
• 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.

Requirements

• 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.
• Advanced technical infrastructure knowledge in root-cause problem solving with minimal escalation.
• 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/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; Diagnose hardware failures, application errors, and driver issues; Perform TCP/IP, DNS, DHCP, VPN, Wi-Fi, LAN connectivity, remote access, and basic network troubleshooting; 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.

Qualifications

• 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.