IS Client Systems Specialist II - Limited Term (Open)

San Mateo County Health is seeking a well-qualified individual for the position of IS Client Systems Specialist II – Limited Term to, under general supervision, provide technical support and training on use of personal computers, peripheral equipment, and systems hardware and software; responsible for managing and maintaining hardware and software inventory; provide basic level health application support for end users; and perform related work as required.
This position reports to the Health IT Manager.
The current vacancy is limited term in the Health IT Division providing support for Behavioral Health & Recovery Services.
This position is located in San Mateo, CA, but will travel/drive throughout the County to perform duties of the job.
Responsibilities will include, but are not limited to, the following: Handles customer inquiries and incidents by remote session, telephone, or email and occasionally in-person; represents the Department to all customers in a professional and customer friendly manner.
Provides general health applications and software triage, support, and issue resolution for end users.
Evaluates, responds to, and resolves tier one requests for computer assistance from users, including resetting Departmental application user accounts and passwords and troubleshooting basic problems with software, and other computer related technologies.
Diagnoses problems, performs troubleshooting and remedial actions to correct problems, and/or recommends and determines solutions.
Instructs users in software applications usage, basic computer navigation, and security practices.
Obtains and records concise customer issue and request information; creates service tickets and determines priority and appropriate staff for resolution; ensures accurate and timely notification of staff.
Maintains information on scheduled systems maintenance, including upgrades and outages; informs customers as needed.
Evaluates problem severity and repairs or refers to specialized or higher-level personnel and/or vendor for resolution.
Assists in testing, diagnosing, troubleshooting, and repairing computer system, software, operating, and equipment problems to ensure functional operation and compliance with service level agreements.
Assists staff in the installation of personal computers, mobile devices, virtual desktops, software, and peripheral components.
Provides status and completion updates to staff and/or users.
Assists with testing, diagnoses, troubleshoots, and repairs personal and mobile computing systems and equipment problems to ensure functional operation and in compliance with service level agreements.
Installs, designs, configures, maintains, and upgrades departmental application systems and software packages across disparate platforms.
Assists with maintaining patch management of computers.
Assists with maintaining and supporting active directory services by adding, removing, users; creates access rights to users and user groups; creates groups and mailing lists.
Assists with user data migration and recovery due to hardware/software upgrade or disaster.
Assists staff with web-based applications issues as needed.
Assists with installs, troubleshooting repairs of printers, copiers, and scanners.
Performs systems and server health checks and back-ups; processes and distributes standard and reoccurring reports for users for departmental applications.
Recovers computer assets and evaluates/repurposes viable hardware; decommissions obsolete hardware.
Researches and provides recommendations or with approval, purchases tools, supplies, and repair parts from a variety of sources.
Provides support for audiovisual equipment; sets up and provides technical support for presentations, meetings, and conferences.
Performs incident management of service tickets, including ensuring tickets are assigned to appropriate staff, following-up with staff and customers on status of ticket, ensuring tickets are completed, and updating status in system upon completion.
Writes and maintains user and technical operating instructions and documentation; provides training to users and other technical staff and advises on best practices.
Performs help desk support technician duties.
Perform related duties as assigned.
Ideal candidate will possess: Experience providing technical and or application support in a healthcare setting.
Experience with triage and troubleshooting support calls for desktop and or enterprise systems.
Ability to determine when to escalate for additional support and adhering to service management infrastructure.
Some knowledge of Health IT applications and EHR/EMR systems.
Ability to explain technical information with technical and non-technical staff.
Strong analytical and writing skills and ability to provide proper documentation.
Excellent customer service skills.
Ability to work independently.
Experience with application installations.
Experience configuring and supporting applications.
Ability to establish and maintain effective working relationships with those encountered on the job.
Excellent written and verbal communication skills.
This is a limited term, at-will position.
Limited Term Employees are assigned to assignments not to exceed three years.
They receive medical and dental benefits, similar to regular employees, and a defined contribution retirement plan.
Information for current County employees: Current and regular San Mateo County Employees who are interested in this assignment must submit application materials and compete in the selection process.
If you are successful in the selection process and are being considered for the assignment, HR will work directly with you and/or your department for options.
Please note that there is no guarantee that you will be allowed by your department to rotate into this assignment nor are your departments obligated to allow you to take on this assignment.
The salary range for this position is "as is" and non-negotiable.
Qualifications 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 escalate 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.
Skill/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 escalate 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 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.
Licenses and Certifications: Some positions may require possession of, or ability to obtain, a valid California Driver's License.
Application/Examination If you are interested in being considered for this limited term position the following items must be submitted via e-mail: Cover letter with responses to Supplemental Questions (maximum of 2 pages) Resume Supplemental Questions: Describe your experience participating in the technical support for a vendor-based application or software.
Include your role, the technical support provided, and the stakeholders and supported users.
Provide an example where you working on a desktop or application implementation at an organization.
Include your role, the type of implementation, and the outcome.
Describe the approach you standardly take with triaging support calls/requests.
Include your role, the steps you take, and any ticket/service management vendors you have worked with.
Please include the words "IS Client Systems Specialist II – Limited Term Position" in the subject line of email submission.
All submitted materials must be in a Word or PDF format.
Please submit the above listed materials via email to: Eddie Lau, Health Information Systems and Technology Manager elau@smcgov.
org Application materials will be reviewed as they are received, and well-qualified candidates will be contacted for an interview.
Apply immediately.
Application materials will be accepted until 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.
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.
The County of San Mateo is an equal opportunity employer committed to fostering diversity, equity and inclusion at all levels.