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.