In the role of IS Client System Specialist III, you will provide advanced technical support and training for personal computers, peripheral equipment, systems hardware, and software under general supervision. You will serve as a technical leader and subject matter expert in specific areas, resolving computer application issues and troubleshooting hardware malfunctions. Additionally, you will play a key role in the design, implementation, and support of Amazon AWS web hosting solutions. This includes maintaining and administering cloud-based operating systems, providing technical support, and overseeing the installation and maintenance of software, desktop applications, Internet/Intranet services, servers, and systems hosted on AWS. Your responsibilities will also include installing, configuring, and repairing personal computer hardware and software systems as required. This position receives general supervision from the assigned Client Systems Supervisor and may exercise technical and functional direction over, as well as provide training to, lower-level staff on a project basis.
 
About the Sheriff’s Office
At the San Mateo County Sheriff's Office, we envision and work towards a world where all humanity is valued and respected. We value ensuring dignity, compassion, and respect for those we serve and those who serve with us. We take advantage of every opportunity to go “beyond the call” in seeking ways to provide extra service and get to the root cause of problems that challenge all the community member we serve. To learn more about the Sheriff's Office, visit: https://www.smcsheriff.com.
 
Rewarding aspects of the job: Your work will have a direct impact on all those the Sheriff’s Office serves, both within and outside the organization. You will serve as a technical leader and subject matter expert in specific areas, requiring you to stay updated with the latest advancements in technology, including Amazon AWS web hosting design and implementation.
 
You will have the opportunity to play a key role in enhancing and expanding a core Sheriff’s Office software application to several partner law enforcement agencies in the County. Your work will contribute to the success of a multi-jurisdictional effort to improve collaboration and service delivery in San Mateo County and the greater Bay Area.
 
Additionally, you will have opportunities to participate in the research and discovery of newer technologies and services, such as cloud solutions, data fusion, and data warehouses. This will involve evaluating and implementing AWS web hosting solutions to address the business challenges we face, such as cloud solutions, data fusion, and data warehouses.
 
Challenging aspects of the job: This role requires flexibility and adaptability, as you will be responsible for resolving computer application issues, troubleshooting hardware malfunctions, and addressing Amazon AWS web hosting design and implementation challenges. Strong problem-solving skills and the ability to think critically under pressure are essential, especially when handling urgent or critical issues.
 
You will support both on-premises and cloud-based solutions, including maintaining security compliance, upgrading environments to meet evolving demands, and coordinating with multiple vendors and departments that share these platforms. Additionally, you will be tasked with continuously evaluating and proposing optimizations for these environments to enhance efficiency and reduce costs.
Ideal Candidate
The ideal candidate for the IS Client System Specialist III role will possess strong verbal and written communication skills, enabling effective interaction with customers, technical teams, and senior management. They should demonstrate a keen sense of deadline orientation to excel in a fast-paced environment and adeptly prioritize competing priorities and projects. The candidate must exhibit proficiency in analyzing, diagnosing, and implementing scalable county-wide solutions. Moreover, they should actively seek out new technologies and practices to drive workflow enhancements and boost organizational productivity. This individual will serve as a technical escalation point, mentor, trainer, and overall problem solver for the team.
 
The ideal candidate is highly proficient in designing, implementing, and managing both on-prem and cloud-based solutions, with particular expertise in Amazon AWS web hosting solutions and native services, as well as Dell VxRail and AWS Gov Cloud. The successful candidate will have extensive experience in configuring, deploying, maintaining, and monitoring cloud-based infrastructure, along with a strong understanding of integration methodologies and ETL processes, including open API and SFTP. They will be skilled in designing, implementing, testing, and managing multiple bi-directional interfaces.
 
Additionally, the ideal candidate is proficient in managing Microsoft Active Directory services and possesses a solid understanding of enterprise user access control, multi-factor authentication, and security policies. They will have a comprehensive understanding of the Federal Bureau of Investigation's and/or California Department of Justice’s Criminal Justice Information System security policies and standards, particularly as they pertain to securing software, hardware, and networks. The successful candidate will also have a solid grasp of network engineering, including the ability to configure network devices and services such as routers, switches, firewalls, and VPNs, as well as the capability to monitor and apply updates, patches, security configurations, and hot fixes. 

As the IS Client System Specialist III, your responsibilities will include:
 

• Installing, designing, configuring, maintaining, and upgrading operating systems and software packages across various platforms.
• Designing, implementing, and managing Amazon AWS web hosting solutions and native services, including the configuration, deployment, maintenance and monitoring of cloud-based infrastructure.
• Testing, diagnosing, troubleshooting, and repairing computer systems and equipment problems to ensure functional operation and compliance with service level agreements.
• Evaluating problem severity, analyzing, troubleshooting, and fixing problems, or referring them to specialized or higher-level personnel and/or vendors for resolution.
• Installing, configuring, reconfiguring, maintaining, troubleshooting, and upgrading servers, mid-range computers, and related equipment.
• Installing and maintaining network workstations and software, configuring, installing, and testing network interface adapters, connecting new clients to existing networks, and isolating and repairing basic network communications problems.
• Creating and deploying baseline software sets, adhering to department and County standards, for various computer makes and models.
• Designing, configuring, maintaining, and providing technical support for audiovisual and video conferencing systems and equipment.
• Serving as a technical lead for assigned projects, including gathering user and systems requirements, working with vendors, contractors, project managers, and other project staff, installing, configuring, testing, providing general technical support, and developing technical and user documentation.
• Acting as a liaison between project managers, analysts, administrators, and support technicians to ensure standards and protocols are maintained and assisting in coordinating activities with the help desk and other information services staff.
• Researching and providing recommendations, or with approval, purchasing tools, supplies, and repair parts from various sources.
• Writing and maintaining user and technical operating instructions and documentation, providing training to users and other technical staff, and advising on best practices.
• Inspecting, troubleshooting, diagnosing, and resolving complex personal or mobile computing operating system, hardware, software, and peripheral malfunctions, assessing system performance, identifying, analyzing, and resolving problems, modifying configurations as appropriate, and coordinating responses to emergency maintenance and repair situations.
• Providing specialized and complex technical support and assistance to staff concerning personal and mobile computer systems, serving as the primary contact for and resolving related issues, conflicts, and concerns, responding to inquiries, and providing information concerning system operations, projects, malfunctions, equipment, upgrades, practices, procedures, and related software applications.

Note: This is an unclassified, at-will position in the Sheriff's Office. Unclassified positions are not covered by the County of San Mateo Civil Service Rules.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: completion of coursework and/or training in information systems, computer science, or related field and four (4) years of increasingly responsible experience in providing technical support in the installation, maintenance, and repair of systems specific to personal or mobile computing.
Knowledge of:

• Advanced principles and practices used in the operation, troubleshooting, maintenance, and administration of network operating systems, personal computer system hardware, and related software systems.
• Personal computer and network system application software packages and hardware peripherals.
• Computer hardware, software, network technology, and operating system products.
• Advanced techniques and methods of computer hardware and software evaluation, implementation, and documentation.
• Troubleshooting, configuration, and installation techniques.
• Basic principles and practices for identifying systems-related issues and actions needed to improve or correct performance.
• 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.
• 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 advanced and complex technical support functions in the operation and maintenance of computer software and hardware; take appropriate action to resolve problems or escalate to appropriate staff as needed.
• Identify, maintain, and repair hardware and software problems.
• Perform basic analyses of informational requirements and needs, identify problems, provide technical advice and consultation, and ensure efficient computer system utilization.
• Deal tactfully with the customers and staff in providing information, answering questions, and providing customer service.
• 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 and prioritize a variety of projects and multiple tasks in an effective and timely manner; organize own work, set priorities, and meet critical time deadlines.
• 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, initiative, prudence, and independent judgment within general policy, procedural, and legal guidelines.
• Establish, maintain, and foster positive and effective working relationships with those contacted in the course of work. 

 
Licenses and Certifications:

• Some positions may require possession of, or ability to obtain, a valid California Driver's License.
• Some positions may require possession of, or ability to obtain, industry-recognized information technology certifications.

 
Physical Demands:
Must possess mobility to work in a standard office setting and use standard office equipment, including a computer; to operate a motor vehicle and to visit various County sites; vision to read printed materials and a computer screen; and hearing and speech to communicate in person and over the telephone. Standing in and walking between work areas is frequently required. Finger dexterity is needed to access, enter, and retrieve data using a computer keyboard or calculator and to operate standard office equipment. Positions in this classification frequently bend, stoop, kneel, and reach to perform assigned duties, as well as push and pull drawers open and closed to retrieve and file information. Employees must possess the ability to lift and carry materials and objects up to 50 pounds with the use of proper equipment and push and pull materials and objects up to 100 pounds with the use of proper equipment.
 
Environmental Elements:Employees work in an office environment with moderate levels, controlled temperature conditions, and no direct exposure to hazardous physical substances. Employees may interact with upset staff when providing customer support services. If you are interested in being considered for this position the following items must be submitted via e-mail: 

• Cover letter with responses to Supplemental Questions (maximum of 2 pages) 
• Resume 

Supplemental Questions: 

1. Describe how your education, work experience and background, qualifies you for the IS Client Systems Specialist III position.
2. Describe your experience evaluating, implementing, and maintaining cloud-hosted software applications and databases. Please include in your response the following information: A) where the experience was gained; B) your role and duties performed; and C) any challenges you encountered and how you resolved them.
3. Please describe your experience working withing as an IT lead within a team or project. Please detail your specific role and how your actions contributed to the overall team or goals of the project. Be specific.

Please include the words "IS Client Systems Specialist III - Unclassified" in the subject line of the email submission.

 

Please submit the required materials electronically via email to:

Kimberly Honciano, Director of Technology Services

Email: khonciano@smcgov.org

Application materials will be reviewed as they are received and qualified candidates will be contacted by the department for an interview.
 
Apply immediately. Application materials will be accepted until the position is filled. This posting is open on a continuous basis and selection may be made at any time within the process.
 
NOTE: Application materials are only accepted via e-mail. Materials sent via regular mail and/or fax will not be accepted. Submittals that do not include all required elements (cover letter with responses to supplemental questions and a resume) will not be considered.
 
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 is committed to advancing equity in order 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.
 

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

HR Contact: Ximena Burns (09052024) (IS Client Systems Specialist III - V270)