Job Abstract

The Superior Court of California, San Mateo County is seeking qualified candidates for the position of Senior Information Technology Technician.

This is the advanced journey-level multi-disciplinary technical support classification in the departmental automation and information technology job series. Incumbents provide advanced technical support to system users and/or local network administration, are fully trained and experienced in their responsibilities, and respond to system and user issues that are escalated because of their uniqueness or complexity.

• User support duties typically involve equipment and software operation issues and transactions such as video conferencing and courtroom audio recording systems implementation and support.
• Desktop support duties typically include installing, troubleshooting, and maintaining department desktop workstations.
• Production and/or server support duties typically include installation, troubleshooting, maintenance, and production support for department servers and mid-range computers including hardware, operating system software, and communication protocols.
• Application support duties typically include managing the operation, maintenance, and upgrading of department-specific applications, providing user support and training, and managing user groups.

Duties may include, but are not limited to, the following:

• Act as liaison with external vendors to resolve equipment and software related issues, to engineer, guide, and/or install new equipment, and to coordinate the purchase and maintenance of departmental equipment and related supplies.
• Maintain inventory of information system equipment, including laptops, workstations, servers, and peripheral equipment and prepare decommissioned workstations for surplus pickup and/or storage.
• Instruct department staff in the use of computer hardware and software and develop and present training programs and materials to upgrade the skills of departmental staff.
• Participate in departmental systems planning activities.
• Oversee and guide the work of other technology support staff in a lead capacity, as assigned.
• Serve as technical resource and primary point of contact for departmental system users and provide desktop and end-user support by remote session, telephone, email, or in person including visits to remote sites.
• Diagnose and solve operational hardware and software applications problems and evaluate problem severity and resolve or escalate to appropriate personnel or vendor for resolution.
• Research, evaluate, and test new hardware and software products for use by departmental staff and research and test new processes.
• Support the department's use of AV equipment, including laptop computers, televisions, and projectors and provide technical support for presentations.
• Perform related duties as assigned.

• Install, configure, maintain, troubleshoot, and upgrade department computer systems and peripheral equipment including equipment used for audio and/or video conferencing and/or electronic court recording (ECR).
• Prepare, configure, and install shrink-wrapped software on user workstations and provide instructions and training in their use.
• Troubleshoot, install, and replace internal computer components such as memory, hard drives, sound devices, optical drives, disk or CD ROM drives, and communications cards.
• Provide primary support on new systems and in implementing processes, upgrades, and system fixes.
• Create, set-up, and maintain profiles for new PC deployment.

• Maintain and support remote network systems and applications.
• Assist with deployment, installation, configuration, maintenance, troubleshooting, and upgrading of servers, mid-range computers, AV/ECR hardware, and related equipment at local and remote sites.
• Perform system administration functions including monitoring and adding applications, users and devices, modifying user profiles, re-setting passwords, maintaining files.
• Monitor departmental equipment and systems, review daily problem reports, and determine system technical problems.
• Maintain and support network-related equipment, which includes setting switches and routers, running diagnostics, writing operating system instructions, and performing server cleanup and maintenance.

• Assist with database maintenance, which includes entering or uploading data to databases, and maintaining tables and queries.
• Create, produce, and distribute database reports.
• Execute transfer of large, confidential files between systems.
• Design and maintain departmental websites with duties including creating, editing, and updating web pages in standard formats, preparing graphics and banners, and assisting in the design and implementation of web-based applications.

Education and Experience:
Any combination of education and experience that would likely provide the required knowledge, skills and abilities are qualifying. A typical way to qualify is:

Experience: One (1) year of full-time experience successfully performing information systems equipment installation, system support and/or user support duties;

Knowledge of:

• Methods and techniques used in troubleshooting computer hardware problems.
• Principles and practices of software troubleshooting
• Operational characteristics of various hardware platforms, peripheral equipment and desktop applications including electronic mail systems, spreadsheets, word processing, database, presentation graphics, client/server applications, and communication protocols and intranet/internet.
• Help desk and general customer service practices.
• Record keeping and filing principles and practices.
• Job planning and prioritizing techniques for self and others.

• Computer networks and systems, their operation, support, development and migration.
• Computer hardware and software products in use on the department and across the industry.
• For the Server/Production support area
• Server and mid-range computer hardware and software in use in the department and related communications systems.
• For the Applications support area
• Operations, purposes, and functions of the application being supported.
• Information needs and requirements of the systems users.

• Install, test, configure and support hardware and software used by the department.
• Analyze operational and systems problems, evaluate alternatives and reach sound conclusions.
• Evaluate, recommend, implement, test and install hardware and software solutions.
• Organize work, set priorities for self and others and meet critical deadlines.
• Provide advanced technical support to multiple users of broad based applications.
• Respond effectively to user problems and needs.
• Use initiative and sound independent judgment within established procedural guidelines to support automation systems.
• Prepare clear, concise and accurate documentation, instructions, correspondence and other written materials.
• Develop and present comprehensive training material for the appropriate area.
• Maintain accurate records and files.
• Communicate effectively, orally and in writing, with both technical and non-technical personnel.
• Establish and maintain effective working relationships with those contacted in the course of the work.

• Walks, sits and reaches by extending hands and arms in any direction on a consistent and daily basis; stoops, kneels, crouches, and crawls on an occasional basis.
• Uses finger dexterity to pick, pinch and type; grasps objects with fingers and palms; and perceives attributes of objects by touch on a consistent and daily basis.
• Communicates verbally by listening and talking on a consistent and daily basis.
• Dependent upon assignment, frequently uses upper extremities to exert force to push and pull objects weighing up to75 pounds and frequently lifts and carries items weighing up to 50 pounds.

Note: Individuals who do not meet these physical requirements due to disability will be reviewed on a case-by-case basis.

Departmental Promotional Only. Only current employees of the Superior Court of California, San Mateo County, with at least six months (1040 hours) of continuous service prior to the final filing date may apply.

The examination process will consist of an application screening (weight: pass/fail) based on the candidates' application and responses to the supplemental questions. Candidates who pass the application screening will be invited to a panel interview (weight: 100%), which may include a brief written exam/exercise prior to the interview.

Depending on the number of applicants, an application appraisal of education and experience may be used in place of other examinations, or further evaluation of work experience may be conducted to group applicants by level of qualification. All applicants who meet the minimum qualifications are not guaranteed advancement through any subsequent phase of the examination. All examinations will be given in San Mateo County, California, and applicants must participate at their own expense.

IMPORTANT: Applications for this position will only be accepted online. If you are currently on the County's website, you may click the "Apply " button above or below. If you are not on the County's website, please go to http://jobs.smcgov.org to apply. The supplemental questionnaire must be completed and submitted in addition to the regular employment application form.

TENTATIVE RECRUITMENT SCHEDULE:
Final Filing Date: Tuesday, June 18, 2024 11:59 PM PST
Application Screening: June 18 - 21, 2024
Panel Interviews: July 9 and/or 10, 2024

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 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.