Advanced Systems Engineer - Help Desk

Job Description:

Advanced Systems Engineer - Help Desk

Description

ABOUT US

At the County of Marin, our employees overwhelmingly report feeling their work is meaningful, they like the work they do, and they are proud to tell people “I work for the County of Marin.” Discover more about us, our values and our organizational culture on the Department of Human Resources website . Read on to find out more about this opportunity.

About the Information Service and Technology (IST) Department : Marin County IST connects the people of Marin with their government by providing innovative products and services tailored to the needs of our departments and communities accessible anytime, anywhere. We provide centralized IT services to County departments across four key areas.

• Business Solutions Delivery
• Enterprise Platforms & Services
• Governance, Security, & Compliance
• Innovative Digital Solutions

In addition to a full benefits package that includes Medical, Dental, Vision, Pension/Retirement, deferred compensation, and flexible spending accounts, we offer our employees:

• Options for Alternative Work Schedules (such as 4-5/9’s)
• A culture of public service collaboration and work/life balance
• Training and career development opportunities
• County benefits such as Employee Assistance Program (EAP) and Tuition Assistance Program (TAP)

ABOUT THE POSITION

The Marin County Information Services & Technology (IST) Department is recruiting two (2) permanent full-time Advanced Systems Engineers for their Help Desk team.

Reporting to the IT Manager - Customer Support, these Advanced Systems Engineers will join a team of 8 dynamic systems engineers dedicated to the seamless operation of technology for County employees in 17 diverse departments. In this role you will provide desktop support, Active Directory user management, IT onboarding and offboarding of employees, computer asset management, imaging and deployment, hardware repairs and replacements, advanced troubleshooting, technical documentation, audio-video support, and webcast production.

This assignment requires the ability to lift 25 lbs.

The Advanced level engineer is the advanced journey level in the series. Under minimal supervision, engineers at this level perform a wide variety of duties related to complex technical assignments which require decision making, planning skills, and specific skills. They require only occasional instruction or assistance, though work is reviewed upon completion and for overall results.

WORK LOCATION: The Help Desk provides in-person support at the employee’s worksite, at our office and remotely; work is primarily onsite in San Rafael. After the probationary period, there may be limited opportunities to work remotely on occasion.

ABOUT YOU

Our Highly Qualified Candidate: The ideal candidate is a proactive problem-solver and technical expert able to resolve complex IT issues. They are committed to delivering effective solutions and exceptional customer service. They are energetic, innovative, and able to reprioritize and shift attention in an evolving environment. The ideal candidate possesses excellent interpersonal and communication skills, maintains a calm, positive demeanor in challenging situations and promotes collaboration and knowledge-sharing with their team and cross-functional teams.

In addition, our highly qualified candidate has experience with:

• A wide variety of Microsoft 365 apps including knowledge of their use cases
• Writing PowerShell scripts
• Webcasting
• Conference room audio/video support
• Administering ticket systems, configuring rule automations and workflows
• Government or public sector
• Certifications such as ITIL, Microsoft, or CompTIA
• Creating end-user training materials
• Project Management
• Working on an IT Help Desk supporting end users during at least 2 of the last 5 years

QUALIFICATIONS FOR ADVANCED SYSTEMS ENGINEER
Knowledge of:

• Computer hardware platforms, operating systems, and middleware systems.
• Database design and data access.
• Records management and documentation principles and standards.
• Middleware products and deployment of multi-tier components.
• Networking Principles.
• Information and Communication Technology (ICT) Accessibility.
• Information Security Principles.
• Office automation products.
• Principles of customer support and service.
• Principles and practices of technical problem solving.
• Relational database theory and design.
• Testing standards and procedures.
• Principles and practices of project management, work planning, and status reporting.
• Business processes, operating practices, and the organizational structure of a public-sector agency.
• Database design, management, and recovery; and data access.
• Application architecture and associated communication protocols

Ability to:

• Analyze and resolve problems in applications, and software and hardware integration.
• Apply technology to provide business solutions.
• Create, modify, test, and implement applications using programming languages, database services, middleware services, web services and office automation services.
• Work effectively with clients, peers, and support teams to ensure that tasks are completed accurately and in a timely manner.
• Communicate effectively both orally and in writing.
• Project Management Office assignments: prepare, negotiate and manage vendor contract agreements.
• Advanced Systems Engineer (in addition to the above):
• Evaluate and select hardware and software and work effectively with vendors to integrate solutions.
• Analyze and resolve complex problems, including applications, and hardware and software integrations.
• Work effectively with clients, peers, and support teams to define business requirements, provide support for software, hardware, and applications, and ensure that tasks are completed accurately and in a timely manner.

MINIMUM QUALIFICATIONS:
Any four-year combination of professional experience, certification, and/or relevant coursework that demonstrates the necessary knowledge and abilities. Examples include:

• Twelve (12) semester units of coursework from an accredited program and in a discipline relevant to the assignment is equivalent to a full year of related professional experience.
• A completed certification program relevant to the assignment and knowledge and abilities necessary of the role.
• A training program with evidence of completion providing the knowledge and abilities necessary of the role.
• An internship and/or apprenticeship providing the required knowledge and abilities of the role.
• Relevant professional experience demonstrating knowledge and abilities necessary of the role.

Special Sub-class Recruitments

Recruitments for positions in this class may be conducted according to the program or department in which a vacancy exists and the special certificates, licenses and/or experience requirements of the position. Recruitment for these positions may be conducted to include bilingual ability according to the needs of the department.

IMPORTANT INFORMATION

All applicants will receive email notifications regarding their status in the recruitment process. Please be sure to check your spam settings to allow our emails to reach you. You may also log into your GovernmentJobs.com account to view these emails.

Testing and Eligible List: Depending on the number of qualified applications received, the examination may consist of a highly qualified review, application screening, online assessment, written examination, oral examination, performance examination, or any combination to determine which candidates' names will be placed on the eligible list. The eligible list established from this recruitment may be used to fill the current vacancy, and any future vacancies for open, fixed-term, full-time or part-time positions which may occur while the list remains active.

Disaster Service Workers: All County of Marin employees are designated Disaster Service Workers through state and local law (California Government Code Section 3100-3109). Employment with the County requires the affirmation of a loyalty oath to this effect. Employees are required to complete all Disaster Service Worker-related training as assigned, and to return to work as ordered in the event of an emergency.

Equal Employment Opportunity Employer: If you have questions regarding equal employment opportunities, please contact Roger Crawford, Equal Employment Opportunity Director, at 415-473-2095. If you have questions concerning this position announcement, please contact Catherine Heckendorf at Catherine.Heckendorf@MarinCounty.gov.

PLEASE NOTE: The benefits described herein do not apply to temporary (contingent) or to part-time employees that work less than 50%.

COUNTY OF MARIN BENEFITS: GENERAL
Below are some of the excellent benefits the County offers. More information about our benefits can be found on the Marin County's Benefits Homepage .

Paid Time Off : Competitive vacation accrual; 12 holidays per year; and generous sick leave accruals. Additional types of paid leaves are available for some bargaining units.

Health Plan : Choice of four health plans (two Kaiser HMOs, Western Health Advantage HMO, and an Anthem Blue Cross PPO) along with dental through Delta Dental PPO, and vision through Vision Service Plan (VSP). There is a County contribution toward the premiums (the contribution amount varies depending on coverage tier elected such as employee only, employee + 1, employee + family). Plus, the County offers excellent Life Insurance, Disability, Flexible Spending Plans, a Dependent Care Assistance Program, professional development and more.

Retirement : Defined benefit plan under the County Employees Retirement Act of 1937. More information can be found online at www.mcera.org.

IRS 457 Plan : Choice of pre-tax or post-tax (Roth) employee contribution up to the IRS annual maximum.

Retiree Medical : The County provides access to group health plan coverage to eligible retirees.

For specific questions regarding the employment process, please contact Human Resources at (415) 473-6104. For additional details about the benefits or retirement, please contact the Benefits Division at (415) 473-2197.

*IMPORTANT NOTE: Benefits described herein do not represent a contract and may be changed without notice.

Closing Date/Time: 1/28/2025 11:59 PM Pacific

Salary:

$105,280.50 - $126,087.00 Annually