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

County of San Mateo; San Mateo (CA); On-site; USD 90,000 - 120,000; Full time

Job summary

County of San Mateo is seeking a skilled Desktop Systems Engineer for the Client Success Division to support workstations, servers, and software across county facilities.

The candidate will perform triage, escalate when needed, document tickets, and communicate clearly with end users, including in critical environments.

Qualifications

• Experience providing technical customer service support for PCs, peripherals, and software.
• Ability to triage and escalate issues efficiently.
• Strong written communication and documentation skills.
• Familiarity with operating systems, networks, and devices.
• Knowledge of handling inquiries via remote session, phone, or email.

Responsibilities

• Provide technical support and training for PCs, peripherals, and software.
• Install, configure, and repair hardware and software systems.
• Maintain and administer operating systems and email systems.
• Troubleshoot hardware malfunctions and resolve application problems.
• Document issues and resolutions clearly.

Skills

Troubleshooting

Customer service

Communication skills

Documentation

End-user support

Education

Information systems / computer science coursework

Job description

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

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.

CLASS CHARACTERISTICS IS Client Systems Specialist II

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.

Knowledge of:

• 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.

Skill/Ability to:

• 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, answering questions, and providing customer service.
• Respond to and effectively prioritize a high volume of phone calls and other requests for service.
• Learn and understand the organization, operation, and functions of the department as necessary to assume assigned responsibilities.
• Learn, interpret, and apply applicable Federal, State, and local laws, regulatory codes, ordinances, and procedures relevant to assigned area of responsibility.
• Organize, maintain, and update records systems.
• Operate modern office equipment including computer equipment and specialized software applications programs.
• Use English effectively to communicate in person, over the telephone, and in writing.
• Use tact and prudence within general policy, procedural, and legal guidelines.
• Establish, maintain, and foster positive and effective working relationships with those contacted in the course of work.

Additional Qualification at the IS Client Systems Specialist II Level:

Knowledge of:

• Techniques and methods of computer hardware and software evaluation, implementation, and documentation.
• Troubleshooting, configuration, and installation techniques.
• The organization, operation, and functions of the department as necessary to assume assigned responsibilities and to determine appropriate point of escalation.
• Applicable regulatory relevant to assigned area of responsibility.

Ability to:

• Perform a variety of technical support functions in the operation and maintenance of personal and mobile computer software and hardware; take appropriate action to resolve problems or elevate to appropriate staff as needed.
• Identify, troubleshoot, and resolve basic hardware and software problems and perform minor repairs.
• Setup computer and network hardware and install and configure software.
• Participate in and lead design sessions or process improvement sessions and provide sound recommendations and technical input.
• Train staff on software applications and hardware usage.
• Interpret, apply, explain, and ensure compliance with Federal, State, and local policies, procedures, laws, rules, and regulations.
• Establish and maintain a variety of filing, record keeping, and tracking systems.
• Organize own work, set priorities, and meet critical time deadlines.
• Use tact, initiative, prudence, and independent judgment within general policy, procedural, and legal guidelines.

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.

IS Client Systems Specialist II: Two (2) years of increasingly responsible experience, equivalent to an IS Client Systems Specialist I at the County of San Mateo, in providing technical support in the installation, maintenance, and repair of systems specific to personal or mobile computing.

Current County of San Mateo and County of San Mateo Superior Court of California employees with at least six months (1040 hours) of continuous service in a classified regular, probationary, Confidential and Management extra-help/limited term, and SEIU or AFSCME represented extra help/limited term positions prior to the final filing date will receive five points added to their final passing score on this examination.

TENTATIVE RECRUITMENT SCHEDULE

Final Filing Date: Thursday, August 13, 2026, at 11:59 p.m. PST

Application Screening: Monday, August 17, 2026

Panel Interviews: Tuesday, August 25, 2026, and/or Wednesday, August 26, 2026

About the County

San Mateo County is centrally located between San Francisco, San Jose, and the East Bay. With over 750,000 residents, San Mateo is one of the largest and most diverse counties in California and serves a multitude of culturally, ethnically, and linguistically diverse communities.

The County of San Mateo, as an employer, is committed to advancing equity to ensure that all employees are welcomed in a safe and inclusive environment. The County seeks to hire, support, and retain employees who reflect our diverse community. We encourage applicants with diverse backgrounds and lived experiences to apply. Eighty percent of employees surveyed stated that they would recommend the County as a great place to work.

The County of San Mateo is an equal opportunity employer committed to fostering diversity, equity, and inclusion at all levels.

HR Analyst: Arlene Cahill (IS Client Systems Specialist II (V268/V269)