Desktop Engineer (IS Client Systems Specialist II) Open and Promotional

Note:
The job announcement was amended on August 3, 2026 to change where the position is based, at 455 County Center, Redwood City.

The Technology Services Department of the County of San Mateo is seeking a well-qualified Desktop Systems Engineers for the Client Success Division. The position is based in 455 County Center in the City of Redwood City and will work at all County buildings and workplace sites throughout the County.

Under general supervision, the Desktop Systems Engineers provides technical support and training on use of personal computers, peripheral equipment, and systems hardware and software; resolves computer application problems and troubleshoots hardware malfunctions; assists in maintaining and administering operating systems; provides technical support, installation, and maintenance for software, desktop computer applications, Internet/Intranet, servers, and email systems; installs, configures, and repairs personal computer hardware and software systems;

and performs related work as required.

The ideal candidate will be able to work independently. They will possess initial triage and troubleshooting skills and strong judgment to determine when to escalation for additional support. This position requires strong communication and customer service skills as it directly interacts with our customers operating in a critical environment (including patient safety). Strong analytical and writing skills are required for this individual to provide proper documentation and details into the ticket.

Knowing how to present a friendly voice over the phone with excellent customer service skills on how to keep customers calm while on the phone, is desired.

This is the journey-level class in the IS Client Systems Specialist series responsible for providing client systems, end-point configuration and management, incident management, and maintaining and troubleshooting various systems hardware, software, and peripherals. Positions at this level receive only occasional instruction or assistance as new or unusual situations arise and are fully aware of the operating procedures and policies of the work unit.

The work involves frequent contact with others and coordination of multiple concurrent activities. This classification is distinguished from the IS Client Systems Specialist III by the complexity and size of the systems supported and the amount of discretion exercised over problems and resolutions, as well as the latter serves as a technical leader and subject matter expert in specific area(s) and performs basic analytical work.

Positions in the IS Client Systems Specialist class series are flexibly staffed and positions at the II level are normally filled by advancement from the I level requiring two (2) additional years of experience and after gaining the knowledge, skill, and experience which meet the qualifications for and after demonstrating the ability to perform the work of the higher-level class. When filled from the outside, the employee is required to have three (3) years of prior related experience that allows the employee to meet the qualification standards for the II level.

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.

• Handles customer inquiries and complaints by remote session, telephone, or email and occasionally in-person; represents the Department to all customers in a professional and customer friendly manner.

Management reserves the rights 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.

• 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.

• 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 elevate to appropriate staff as needed.
• Deal tactfully with the customers and staff in providing information,…