Salary : $102,629.28 - $124,756.32 Annually
Location : Throughout the County of Santa Clara, CA
Job Type: Full-Time
Job Number: 25-G1U-A
Department: County-Wide Recruitment
Opening Date: 08/08/2025
Closing Date: 8/21/2025 11:59 PM Pacific
Bargaining Unit: 01

Description

Under supervision, to provide desk side, phone, or email support in diagnosing and resolving problems, respond to software deployment needs, information requests, moves/adds/changes for offices, and training for customers.

NOTE: This recruitment will include a written examination; applicants who meet the employment standards will be invited to take an online examination tentatively scheduled to open the week of September 12-18, 2025. Information will be sent via email a few days prior.
Typical Tasks

• Provides technical support to meetings that include video conferencing;
• Deploys new or upgraded images, software and hardware;
• Configures and installs desktop PCs, peripheral equipment, laptops and mobile devices;
• Repairs hardware, software, and peripheral equipment, following design or installation specifications;
• Conducts unit tests for new deployments or new components and remediates problems;
• Diagnoses and resolves client workstation and mobile device hardware and software issues;
• Documents solutions to common problems and responses to frequently asked questions;
• Provides on-the-spot training to customers;
• May be assigned as a Disaster Service Worker, as required;
• Performs other related duties as required.

Employment Standards

Sufficient education, training, and experience to demonstrate the possession and direct application of the following knowledge and abilities:

Training and Experience Note:
Possession of an Associate's degree from an accredited college in Computer Science, Information Systems, or other related field, or technical institute degree/certificate in Computer Science, Information Systems, or other related field.

OR

Possession of an Associate's degree or sixty (60) semester units (90 quarter units) from an accredited college,
and
Two (2) years of recent experience problem solving and/or installing basic information systems hardware and/or software products.

Special Requirements

• Ability to travel to alternate locations in the course of work. If driving, possession of a valid California driver's license prior to appointment and the ability to qualify for and maintain a County driver authorization.
• Depending on the position, related certifications may be desirable.

Knowledge of:

• County users' technical and documentation requirements;
• A variety of software and hardware typically used in the County;
• Methods to repair hardware, software, and peripheral equipment, following design or installation specifications;
• Software performance, troubleshooting and testing;
• Procedures used to diagnose and resolve client workstation and mobile device hardware and software issues;
• Standards, policies and procedures related to technical support.

Ability to:

• Install desktop PCs, peripheral equipment, laptops and mobile devices;
• Repair hardware, software, and peripheral equipment;
• Conduct unit testing;
• Diagnose and resolves workstation and mobile device hardware and software issues;
• Document requirements and activities related to common problems and responses;
• Provide training to customers;
• Effectively work in a high stress environment;
• Interact effectively with all staff;
• Prioritize and respond to requests;
• Learn to administer and troubleshoot the tools, systems and processes used in the assigned department.

Physical Requirements

• Positions in this classification work alternate work hours (day, swing or night) and/or in locked facilities.

The County offers comprehensive first-class medical, dental, and vision benefits plans for County employees and their dependents, including plans with no deductibles, no co-pays, no co-insurance, and no prescription drug co-pays. Learn more

The County also offers generous paid time off with significant vacation, sick time, and 13 paid County holidays annually! Details are included in the with the bargaining unit applicable to the job classification.

In addition to the amazing perks above, the County also offers the additional benefits below.

Retirement Benefits
The County offers robust retirement plans including a (similar to the private sector's 401(k) plan) and the In addition to lifetime retirement income available through the CalPERS pension plan, the 457(b) Deferred Compensation plan provides a great way to save for retirement and supplement the defined benefit pension available to employees. These plans help our employees build a plan for their future and contribute to their family's long-term financial well-being.

Health Flexible Spending Account
The empowers employees to manage healthcare expenses efficiently with tax-free contributions (up to $3,200 for the 2024 calendar year). Secure tax-free solutions for your healthcare expenses and enjoy the flexibility to manage your healthcare finances effectively with the HFSA.

Dependent Care Assistance Program (DCAP)
The enables employees to utilize tax-free funds for dependent care services, facilitating a convenient and cost-effective approach for managing your dependent care expenses. The County also offers the , an employer-funded DCAP, for employees with annual income under $120,000.

Life and AD&D
The County offers life and disability benefits including , Insurance, These benefits ensure financial security and income support when you and your family need it most.

Employee Assistance Program (EAP)
The County prioritizes employee mental health and well-being and offers a top-tier through Concern providing confidential counseling sessions covering stress, anxiety, relationships, grief, as well as financial/legal services, personal coaching, child and elder care referrals, and comprehensive crisis support.

Employee Wellness
The offers free wellness programing, fitness classes and resources; including Elevate My Wellness an all-in-one platform designed to elevate your well-being journey.

Education Reimbursement
A generous program is available, including Education Reimbursement for employees seeking additional training and professional development.

NOTE: Benefit and Retirement information may vary from bargaining unit to bargaining unit. Due to changes in State Law, current pension provisions described in the union contracts are not automatically applied. Specific pension benefits for new hires who start on or after January 1, 2013 may be different than indicated in the union contracts.

Click here to access all Memoranda of Understanding and most recent Summary of Changes.
01

Please answer the following questions. Completion of the following supplemental questions is REQUIRED and is an integral part of the evaluation process. Initially, it will be used to determine minimum qualifications. For those applicants meeting the employment standards, this information will be critical in the subsequent competitive assessment to identify those candidates to be invited to continue in the examination process. Your responses to the questions may also be reviewed and scored in a Competitive Rating evaluation process based on pre-determined rating criteria. Your answers should be as complete as possible, as no additional information will be accepted from applicants once the Competitive Rating evaluation has begun. A response of "see resume" or "see application" will deem your application incomplete. REQUIRED: Include a DETAILED description of job duties along with employer's names, job titles, dates of employment, and hours worked per week. If none, type N/A.Do you understand the requirement to provide complete answers in order to determine relevant experience for each area in question?

• Yes
• No

02

What is the highest level of education you have completed?

• Less than High School or GED
• High School or GED
• College (1 to 29 semester units / 1 to 44 quarter units)
• College (30 to 59 semester units / 45 to 89 quarter units)
• College (60 to 89 semester units / 90 to 134 quarter units)
• College (90 to 119 semester units / 135 to 179 quarter units)
• College (120 or more semester units / 180 or more quarter units)
• Associate's Degree
• Bachelor's Degree
• Master's Degree
• Doctoral Degree

03

If you possess an Associate's degree or higher, what was your area of study?

• Computer Science
• Information Systems
• Other/Related Field
• No Associate's Degree

04

If you selected "Other/Related Field", please indicate your field of study. If none, type "N/A".
05

Do you possess a technical institute degree/certificate in Computer Science, Information Systems, or other related field?

• Yes, Computer Science
• Yes, Information Systems
• Yes, Related Field
• None of the Above

06

Please indicate which field of study and the technical institute from which you received your degree or certificate. If none, type "N/A".
07

How many recent years of experience do you possess in problem solving and/or installing basic information systems hardware, and/or software products? ("Recent experience" for purposes of this recruitment is considered within the last five years)

• None
• Less than one year
• One to less than two years
• Two to less than three years
• Three to less than four years
• Four or more years

08

Please describe your recent experience in problem solving and/or installing basic information systems hardware, and/or software products. REQUIRED: Include a DETAILED description of job duties along with employer's names, job titles, dates of employment, and hours worked per week. If none, type "N/A".
09

Please specify the ITSM software with which you are familiar:

• Lansweeper
• ServiceNow
• Cherwell
• Other
• None of the Above

10

If you selected "other" to the above question, please specify the software with which you are familiar.
11

Do you have experience installing and configuring Microsoft Surface Hubs, Lenovo Hubs or similar equipment?

• Yes
• No

12

County departments use Information Systems Skills Inventory (ISSI) to select staff for IS jobs. The ISSI allows applicants to self-identify their areas of expertise in order to assist departmental recruitment efforts. Your application or resume must show how/where you obtained the skills indicated below. Instructions: Check off all of the items below in which you have a thorough, working knowledge. When examples are given (in parentheses), check the box only if you are completely familiar with at least one of the specified examples. The ISSI form is required for each employment application you submit for an IT position. The information provided on the form is subject to verification.

CLOUD TECHNOLOGIES

• AWS
• Azure
• GCP
• VMWare
• None of the Above

13

DATA ANALYTICS AND DATA ENGINEERING

• ArcGIS Desktop (ArcGIS Pro, ArcMap)
• ETL
• Jupyter Notebook
• MS Power BI
• Python
• None of the Above

14

OPERATING SYSTEMS

• AIX (IBM)
• Apple/Macintosh
• IBM Mainframe (MVS/ESA, OS/390, zOS)
• Linux (Redhat, SUSE, UBUNTU, et al)
• Solaris
• UNIX
• UNIX (BSD)
• UNIX (IBM) (AIX)
• VM Ware
• Windows 10
• Windows 11
• Windows Server 2012
• Windows Server 2016
• Windows Server 2019
• Windows Server 2022
• None of the Above

15

INTERNET/INTRANET/WEB SERVICES

• Active PDF
• Active RDF
• Apache
• AS/400 Network/Administration
• Hibernate
• IBM Websphere
• Internet/Intranet Development
• Internet/Intranet Support
• JBoss
• Microsoft IIS
• PDF Components
• Tomcat
• Vignette CMA/CMS/VAP
• Web Page Development
• Weblogic
• None of the Above

16

APPLICATION DEVELOPMENT

• Action Script
• App development for Android
• App development for iOS
• ArcGIS Online, ArcGIS Enterprise
• BO Dashboards
• Business Intelligence
• Business Objects full-client users and web-intelligence user
• Business Objects X1/R2 and R3
• Business Process Management Integration
• DevOps
• Eclipse
• ERWIN in Modeling tool
• Flash Action Script
• FLEX
• GitHub
• Illustrator
• JBuilder
• Jira
• Logical Database Design
• Macromedia Flash
• Microsoft Dynamics 365 CRM
• NetBeans
• OO
• Physical Database Design
• Real Time Application Interfaces
• Relational Data Base Design
• SAP Business Objects
• SAP Business Warehouse
• SAP ECC/Hana S4 ABAP
• SAS
• Scrum
• Service Oriented Architecture
• SPSS
• Systems Analysis
• UML
• Visual Studio
• VisualCron
• Web development (HTML, CSS, Javascript)
• None of the Above

17

PROGRAMMING

• ArcGIS APIs
• ArcGIS location services (e.g., Geocoding service, Baseman layer service, Geometry service, Elevation service, Routing Service, Spatial analysis service etc.
• ASP
• C
• C#
• C++
• Cobol
• Drupal
• EJB
• Geographic Information Systems (design, programming, spatial database maintenance, user support)
• HTML
• J2EE
• JAVA
• JavaScript
• JCL
• Joomla
• JSON/GeoJSON
• JSP
• Lotus Notes
• Lotus Notes JavaScript
• Lotus Notes Scripts and Formulas
• MFC/Win32 API
• Microsoft Developer Environment
• Microsoft.NET
• Multi-threading Applications
• Perl
• PHP
• PYTHON
• Ruby
• SAP ABAP
• SOAP
• SQL
• Stored Procedures
• Unix Shell Scripts
• VB Script
• VB.net
• Visual Basic
• XML
• None of the Above

18

SECURITY

• Active Directory
• Anti-Virus Software
• Authorization Policy Server
• Email Filtering/Spam protection
• Encryption
• Firewall and Firewall Monitoring
• IBM Security Server (RACF)
• Internet Content Filter
• Intrusion Detection
• Lenel
• Neoteris / SSL
• Security Tools and Systems
• Smart Card / Biometrics
• User Authentication (Secure ID, Skey, Cryptocard, PKI Technology)
• Virtual Private Networking
• Vulnerability Testing
• Web Filter
• None of the Above

19

SERVICES AND TECHNICAL / CUSTOMER SUPPORT

• AirWatch
• AppDynamics
• Backup Tools and Utilities
• CICS
• Citrix Virtual Applications
• Citrix Virtual Desktops
• Communications Hardware (routers, DSUs, multiplexers, switches, PBXs)
• Communications Hardware Support
• Computer Hardware Support
• Ethernet
• FIM/MIM
• IBM Mainframe Network (RJE-NJE, VTAM, Hardware Support, including front-end processors and terminal controllers)
• IBM Spectrum Protect
• Infoblox
• LAN/Server Admin Tools and Support
• LANsweeper
• Lotus Domino
• Microsoft Office Suite 2010 or 2013
• Microsoft Quick Assist/RDP
• MS Exchange
• MS LAN Manager
• MS-SCOM
• Network Management and Support (Tivoli, HP Openview, Netview, Ciscoworks, LanAlyzer, Optivity)
• OEM (Oracle Enterprise Manager)
• Office Automation Suites
• Patch Management (SMS)
• SMTP Mail
• SolarWinds
• System Network Architecture
• TCP/IP
• Veeam
• Virtualization
• WAN/Router Protocols and Services (IGRP, RIP, PPP, S LIP)
• Wireless
• ZENworks 7 Suite
• None of the Above

20

CERTIFICATIONS

• A+
• Apptio Certified Practitioner
• CAPM (Certified Associate in project Management)
• CCIE (Cisco Certified Internetwork Expert)
• CCNA (Cisco Certified Network Associate)
• CCNP (Cisco Certified Network Professional)
• CHAMP (Certified Hardware Asset Management Professional)
• CISSP (Certified Information Systems Security Professional)
• CITAM (Certified IT Asset Manager)
• Cloud Financial Operations (FinOps)
• COMPTIA
• CSAM (Certified Software Asset Manager)
• CSM (Certified Scrum Master)
• CSPO (Certified Scrum Product Owner)
• ITIL Foundations
• ITIL Managing Professional
• ITIL Master
• MCP (Microsoft Certified Professional)
• Lean Six Sigma
• Oracle
• PgPM (Program Management Professional)
• PMP (Project Management Professional)
• Technology Business Management
• None of the Above

21

ENTERPRISE DATABASE MANAGEMENT

• Apptio
• Business Intelligence
• Database Warehouse
• DB2
• DB2 UDB AIX
• DB2 UDB Mainframe
• DB2 UDB Windows
• IBM Lotus Notes
• IDMS
• Informix
• Ingres
• MS SQL Server
• Oracle
• Power Apps
• Sybase
• None of the Above

22

DATABASE MANAGEMENT AND SUPPORT

• Asset Inventory Management
• Backup Tools and Utilities
• Citrix
• Communications Hardware (routers, DSUs, multiplexers, switches, PBXs)
• Communications Hardware Support
• Computer Hardware Support
• Envision database
• Filemaker Pro
• IBM Mainframe Network (RJE-NJE, VTAM, Hardware Support, including front-end processors and terminal controllers)
• IPX/SPX
• LAN/Server Admin Tools and Support
• Microsoft Access
• MS Exchange
• MS LAN Manager
• MySQL
• Network Management and Support (Tivoli, HP Openview, Netview, Ciscoworks, LanAlyzer, Optivity)
• Office Automation Suites
• Paradox
• SMTP Mail
• SQL Server
• System Network Architecture
• TCP/IP
• TokenRing
• Unix, Protocol and Services (FTP, Telnet, HTTP DHCP, DNS)
• WAN/Router Protocols and Services (IGRP, RIP, PPP, S LIP)
• None of the above

23

APPLICATION SUPPORT

• Accela
• Adobe Acrobat
• Adobe Contribute
• Adobe Fireworks
• Adobe Illustrator
• Adobe InDesign
• Adobe Pagemaker
• Adobe Photoshop
• ArcGIS Desktop (ArcGIS, ArcMap, ArcCatalog)
• ArcGIS Online
• Archibus
• CAIR
• CalHEERS
• CalWIN
• Cherwell
• CJIC
• Crystal Reports
• CUBS (Columbia Ultimate Business System)
• eDirectory
• Elections Systems
• Epic EMR
• Exchange Mail Server
• FileMaker Pro
• GIS
• Hexagon I/CAD
• Joomla CMS
• KnowledgeLake
• Laserfiche
• Lotus Notes R5/R6/R8.5.2/R9/R10/R11/R12
• McAfee Anti-Virus
• MEDS
• Microsoft Office 2016
• Microsoft Office 365
• Microsoft Remote Installation Service
• Mindjet Mindmanager
• Monarch
• MS Dynamics
• MS Forms
• MS PowerPoint
• MS Project Web App / Project Online
• MS SharePoint
• MS SQL Server management Studio
• MS Visio
• OCAT
• Origami
• POPS
• SAP ARIBA
• SAP BASIS
• SAP Business Objects
• SAP Business Warehouse
• SAP FI/CO
• SAP FM
• SAP MM
• SAP SAC
• SimpleIndex
• VAST
• VIDIZMO
• Work Number
• None of the above

24

DATABASE ADMINISTRATION

• Business Intelligence
• Database Warehouse
• DB2
• DB2 UDB AIX
• DB2 UDB Mainframe
• DB2/UDB AIX, LINUX, Solar, Windows
• Firewalls
• Global Protect
• HANA
• IBM Lotus Notes
• IDMS
• Informix
• Ingres
• Load Balancers (F5)
• MS SQL Server
• My SQL
• Networking
• Oracle
• Postgres
• Routers, switches
• SD WAN
• Sybase
• WAPs
• ZScaler
• None of the above

25

VOICE NETWORKING - CALL CENTERS & VoIP

• AudioCodes
• Calabrio Quality Management
• Calabrio Workforce Management
• Cisco "Cube" / Routers, Dial plans, Gateways, and Switches
• Cisco Call Manager
• Cisco Customer Voice Portal (CVP)
• Cisco Emergency Responder (CER)
• Cisco Softphones Jabber
• Cisco UCCE/ICM Scripting
• Cisco Unified Communications (UC) and Unified Contact Center Enterprise (UCCE)
• Cisco Unity Voicemail
• GCCAI (Google Contact Center Artificial Intelligence)
• Google Dialog Flow (GDF) CX
• Google GDF/CCAI call flows with backend API
• InformaCast Paging
• IP addressing, subnets, VLANs, QoS
• IVRs and ACDs
• Microsoft Team signaling flows
• Microsoft Teams Voice
• Nuance
• Programming (e.g. Java)
• Rest API
• SBC (Session Border Controllers)
• Soap API
• TCP/IP, VoIP, WAN, Metro Ethernet, and MPLS
• Voice protocols and audio codecs PRI, SIP/H.323/MGCP/SCCP, SRST, Analog gateways, FXO, FXS ports
• None of the above

26

HEALTHCARE ELECTRONIC DATA INTERCHANGE (EDI)

• 270
• 271
• 274
• 835
• 837
• None of the above

27

OTHER DATABASES

• Access
• Filemaker Pro
• Geodatabase
• Interbase
• SQL Server
• None of the Above

28

How did you find out about this job?

• Contacted by County Recruiter
• Contacted by a Recruitment Firm
• County Employee Referral
• County of Santa Clara Career Website
• County of Santa Clara Job Interests Email Notification
• Facebook
• Instagram
• LinkedIn
• Indeed
• Virtual Job Fair
• In Person Job Fair
• In-Person Networking Professional Event
• Virtual Networking Event
• Community Event
• Glassdoor
• Governmentjobs.com
• Professional Association
• Search Engine (Google, Bing, online search, etc.)
• Hospital Website: SCVMC, O'Connor Hospital, St. Louise Regional Hospital Website
• Handshake
• Student Career Center
• County Text Message
• Other (Specify in the next question)

29

If you selected "Other" in the previous question, please indicate how you found out about this job.
Required Question