Salary : $89,502.40 – $111,904.00 Annually
Location : Redwood City, CA
Job Type: Regular
Remote Employment: Flexible/Hybrid
Job Number: V231I
Department: Public Safety Communications
Division: Public Safety Communications
Opening Date: 09/07/2023
Closing Date: 9/20/2023 11:59 PM Pacific
Description
The Office of Public Safety Communications is seeking qualified candidates for the position of Senior Information Technology Technician. We are looking for a detailed-orientated individual with a passion for design and technology to join our team.
The Senior Information Technology Technician will provide a full range of advanced technical support in the areas of desktop support, production support, server support, and/or applications support, in a 911 public safety environment.
In general, 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 an inventory of information system equipment, including laptops, workstations, servers, and peripheral equipment; prepare decommissioned workstations for surplus pickup and/or storage.
- Instruct department staff on the use of computer hardware and software and develop and present training programs/materials.
- Participate in departmental systems planning activities.
- Oversee and guide the work of other technology support staff in a senior capacity, as assigned.
- Perform related duties as assigned.
San Mateo County Public Safety Communications (PSC) provides 911 public safety dispatch services. As the only Tri-Center in San Mateo County, PSC dispatches law enforcement, fire, and emergency medical services.
PSC, the premiere 911 public safety agency in San Mateo County, boasts a brand-new facility with state-of-the-art dispatch technology, and cutting-edge communication systems, infrastructure, equipment, and hardware.
The ideal candidate for this position will:
- Possess strong customer service skills, including the ability to communicate with individuals at all levels of the organization.
- Be able to work independently while keeping their supervisor informed.
- Be able to successfully handle multiple tasks and priorities.
- Have experience with Microsoft Windows desktop operating systems, Microsoft Windows server operating systems, Linux operating systems, databases including Microsoft SQL server and PostgreSQL, and Microsoft Office Desktop Applications.
- Have experience with Crystal Reports and SAP Business Objects.
- Have experience working with a Public Safety Agency.
- Have experience working with the Computer Aided Dispatch (CAD) System.
Please Note: The selected candidate for this position must pass a thorough background investigation.
PUBLIC SAFETY COMMUNICATIONS
San Mateo County Public Safety Communications (PSC) is an industry leader in 911 public safety dispatch. Our Center, located in Redwood City, is the largest Public Safety Answering Point (PSAP) in San Mateo County.
PSC is the only Tri-Center in San Mateo County. This unique designation refers to the function of dispatching fire, EMS, and law enforcement services from one Center. PSC is responsible for dispatching Fire and EMS response for the entirety of San Mateo County. In addition, PSC dispatches law enforcement services for the San Mateo County Sheriff’s Office, Daly City Police Department, East Palo Alto Police Department, and the Broadmoor Police District.
The San Mateo County Regional Operations Center (ROC) is home to PSC. The ROC, which opened in 2019, is a state-of-the art PSAP with all the amenities to create a successful, healthy environment. The Dispatch Center features floor-to-ceiling windows which provide plenty of natural light. PSC has a dedicated training room with six fully functional consoles dedicated to training, plus an additional training room with computers set up for online and multi-media training. In addition, the ROC has expansive, state of the art space available for in-house and vendor provided training.
PSC has a leadership philosophy committed to customer service, employee wellness, and overall excellence. We strive to provide the best service to the citizens of San Mateo County and our partner agencies. We are committed to giving our employees the tools necessary to be successful both professionally and personally.
For more information about San Mateo County Public Safety Communications visit: .
The County of San Mateo offers a competitive salary and excellent benefits. The benefits package includes a choice of medical plans, dental coverage, vision coverage, life insurance, flexible spending accounts, a pension plan, and much more. To learn more about our benefits visit:
Examples Of Duties
Specific duties in each of the support areas may include, but are not limited to the following:
User Support
- Serve as technical resource and primary point of contact for departmental system users; 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; 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 audio-visual equipment, including laptop computers, televisions, and projectors; and provide technical support for presentations.
- Assist in the production and editing of multi-media including recordings, presentation, and videos; setup web cast and video conference meetings; duties include media conversion, editing, backup and storage of analog and digital data.
Desktop Support
- Install, configure, maintain, troubleshoot, and upgrade department computer systems and peripheral equipment.
- 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.
Production/Server Support
- Maintain and support remote network systems and applications.
- Assist with deployment, installation, configuration, maintenance, troubleshooting, and upgrading of servers, mid-range computers, 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 and maintaining files.
- Monitor departmental equipment and systems, review daily problem reports, determine system technical problems, and resolve issues.
- Maintain and support network-related equipment, which includes setting switches and routers, running diagnostics, writing operating system instructions, and performing server cleanup and maintenance.
Application Support
- Assist with database maintenance, which includes entering or uploading information to databases, maintaining tables, and running queries.
- Create, produce, and distribute database reports.
- Execute transfer of large, confidential files between systems.
- Design and maintain departmental websites; duties include creating, editing, and updating web pages in standard formats; preparing graphics and banners; and assisting in the design and implementation of web-based applications.
- Maintain Computer Aided Dispatch files including Call Types, Response Modifiers, Info files, and other related settings/configurations.
Qualifications
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:
- Education:An associate degree or equivalent technical certification with coursework in computer science, information systems, or a closely related field.
- Experience:One year of full-time experience successfully performing information systems equipment installation, system support, and/or user support duties.
- Substitution: Possession of a high school diploma or general education certificate plus technical certification and two years 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.
For the Desktop Support area
- Computer networks and systems, their operation, support, development, and migration.
- Computer hardware and software products in use in 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 in 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.
Skill/Ability to:
- 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.
Application/Examination
This is an Open and Promotional recruitment. Anyone may apply. Current County of San Mateo employees with at least six months (1040 hours) of continuous service in a classified regular, probationary, Confidential or Management extra-help/limited term, or SEIU or AFSCME represented extra help/limited term position prior to the final filing date will receive five points added to their final passing score on this examination.
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. If you are not on the County’s website, please go to https://jobs.smcgov.org to apply.
Applications must be received by the Human Resources Department before midnight on the final filing date.
Responses to the supplemental questions must be submitted in addition to our regular employment application form. A resume will not be accepted as a substitute for the required employment application and supplemental questionnaire.
Examination Process: The examination process will consist of the steps detailed below. Because of this examination process, not all applicants meeting the minimum qualifications are guaranteed advancement through the examination process.
- Initial Review of Application Materials. At this step, applicants submitting incomplete applications, lacking relevant qualifications, and/or not following instructions will be disqualified.
- Application Screening. The application and supplemental responses for applicants who pass the initial review will be evaluated by a panel of subject matter experts. All applicants passing this step will be invited to the panel interview.
- Panel Interview. The panel interview typically consists of three subject experts asking a set of scripted, behavioral-based questions. This step may include the evaluation of a written and/or performance exercise given immediately preceding the interview. Applicants passing the interview will be placed on an eligible-for-hiring list.
Depending on the number of applicants, an application appraisal of education and experience may be used in place of these 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.
Tentative Recruitment Schedule
Application Deadline: September 20, 2023
Application Screening: September 26-28, 2023
Panel Interview: October 11 and/or 12, 2023
Note: The eligible list generated from this recruitment may be used to fill future extra-help, limited term, unclassified, and regular classified vacancies.
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 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 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.
Analyst: Chet Overstreet (09072023) (Senior Information Technology Technician – V231)
Please visit for a complete listing of all benefits for this classification.
Benefits are offered to eligible employees of the County of San Mateo. All benefits are subject to change.
NOTE: Employees hired on or after January 1, 2013 may be subject to new Pension Reform retirement laws.
As an additional benefit, the County offers extensive training and development programs designed to improve skills and enhance career opportunities. Most programs are offered on County time at no cost to you.
County employees are also covered by the federal Social Security system and earn benefits for retirement based on salary and time worked.
01
IMPORTANT NOTE: Applicants for this position are required to submit responses to the supplemental questions below. Your responses will provide additional information about your background and experience related to this position. Your responses will weigh heavily in the screening and selection process. This is a competitive process so please answer the questions completely, paying attention to all parts of the multi-part questions. While being thorough and detailed, also be concise. Your strategic use of language will be considered. Neatness, clarity of expression, attention to detail, proper use of grammar and the ability to follow instructions will also be considered in the evaluation process. A resume will not be accepted as a substitute for your responses to these questions.I have read and understand these instructions.
- Yes
- No
02
Please describe key aspects of your background and experience that qualify you for this position, especially any experience supporting a Public Safety Agency. Be specific about your role and the software applications used. Also, please specify the type of systems and clients you have supported. DO NOT cut and paste your resume as a response.
03
Describe your Technical Support and Help Desk experience. In your response, include details of your experience in the following: (A) Windows environment and versions on which you have experience; (B) Experience as a Remote Support and Field Technician.
04
Describe, in detail, a particularly challenging trouble-shooting task you encountered. Include a) how you approached the problem, b) the tools you used, c) lessons learned, and d) changes made in systems or the organization because of the problem and your solution.
Required Question