Information Technology Desktop Support Engineer I​/II

Information Technology Desktop Support Engineer I and II positions provide third‑tier, enterprise‑level support for desktop endpoint and infrastructure technologies used across Shasta County. The role is part of the UPEC‑General bargaining unit.

Desktop Support Engineer I: Installs, configures, maintains, and supports desktop endpoint systems, peripherals, operating systems, and software packages. Provides customer service, remote support, and training. Performs network troubleshooting, builds and deploys MSI images, manages user accounts, provides third‑tier support to IT technicians, performs research and recommends technologies, and assists in the planning and design of infrastructure solutions.

Desktop Support Engineer II: Designs, implements, manages, and supports a broad range of desktop endpoint systems and infrastructure. Leads projects, provides technical guidance and direction to the DSE I, manages advanced network and software deployment tasks, handles group policy management, oversees desktop security and encryption tools, and serves as functional lead for Desktop Services.

DSE I: Entry‑level support class with broad enterprise skills and third‑tier support responsibilities. Requires strong communication skills and a capacity to explain procedures in writing or verbally.

DSE II: Advanced, lead-level position managing complex assignments, serving as technical lead, and providing guide and training to the DSE I class.

• Associate’s degree in a related field and four or more years of desktop support experience.
• Current Microsoft Certified Solution Expert (MCSE) or Microsoft Certified Solutions Associate (MCSA) certification preferred.
• Experience with SCCM/MECM/Intune, anti‑virus solutions, tier‑three technical support, VDI management, and Active Directory.
• Knowledge of PC imaging, MSI packaging, VDI, and wireless technologies.
• Solid troubleshooting and network skills, including use of trace route, DNS, DHCP, and other standard tools.
• Ability to coordinate projects, provide leadership, and communicate clearly with customers and technical staff.

Proficiency in PC operating systems, printers, peripherals, Microsoft MSI technology, VLAN, remote support tools, office software, computer operations terminology, network design, image deployment, Power Shell, virtual desktop technologies, desktop security, ODBC data sources, Active Directory, change control, project management, antivirus, patch management, OSI model troubleshooting, DNS, DHCP, SSH, SMTP, LDAP, and wireless communications.

• Plan and coordinate workloads under general supervision.
• Operate centralized computer systems and peripheral equipment.
• Install, configure, and troubleshoot hardware and software.
• Promote county policies, provide help desk service, and prepare reports.
• Lead project teams, manage time, and maintain logs and inventories.
• Communicate effectively in writing and verbally.
• Serve as a mentor and contributor to continuous improvement.

• DSE I: Associate’s degree or equivalent education and four years of comparable experience with a county IT technician. CompTIA Network+, MCSE, MCSA, and MCP certifications desired.
• DSE II: Associate’s degree, two years of full‑time experience as a DSE I or equivalent, and four years of experience as a county IT technician. CompTIA Network+, MCSE, MCSA, and MCP certifications desired.

Possession of a valid California driver’s license.

Frequent standing, walking, sitting, stooping, kneeling, and the use of hands to operate tools and controls. Lifting up to 15 pounds routinely, up to 30 pounds frequently, and occasionally more than 75 pounds. Vision requirements include close and color vision. Work may occur in tight, dirty, or outdoor environments with moderate noise levels.

SHASTA COUNTY IS AN EQUAL OPPORTUNITY EMPLOYER.