Salary : $129,480.00 - $161,865.60 Annually
Location : County of San Mateo, CA
Job Type: Full-Time
Job Number: V234R
Department: Behavioral Health and Recovery Services
Opening Date: 07/09/2026
Closing Date: 7/23/2026 11:59 PM Pacific
Bargaining Unit: 35

Description
This Limited Term position will play a key role in supporting BHRS staff throughout the multi-year transition from legacy systems, including Avatar and other clinical applications, to the County's future Epic environment. The person in this role will serve as a trusted technical resource for clinical and administrative staff, helping troubleshoot system issues, resolve access concerns, and provide responsive day-to-day customer support that helps ensure continuity of care for the communities we serve.

This is an exciting opportunity for someone who enjoys solving complex technical challenges while working closely with end users in a mission-driven healthcare environment. The role combines hands-on technical troubleshooting, systems support, customer service, and cross-functional collaboration with County Health partners, Health IT teams, vendors, and BHRS leadership.

The ideal candidate is someone who can comfortably navigate both technical and people-centered work; someone who enjoys helping others, communicates effectively with non-technical staff, and can remain adaptable in a fast-paced environment where priorities may shift as implementation efforts evolve.

This Limited Term assignment is expected to continue through May 2029 and is designed to provide transitional support during the Epic implementation process. Limited Term employees receive medical and dental benefits similar to regular employees, as well as participation in a defined contribution retirement plan.

The ideal candidate will bring:

• Experience supporting AVATAR or similar behavioral health electronic health record (EHR) systems, including troubleshooting, system access, user support, and day-to-day application needs.
• Experience providing advanced technical support for clinical, behavioral health, healthcare, or other complex operational systems.
• Strong troubleshooting and analytical skills, with the ability to independently resolve technical issues and identify practical solutions.
• A customer service mindset and the ability to work effectively with staff across varying levels of technical comfort and experience.
• Experience supporting enterprise applications, user account management, system access, and end-user support in a fast-paced environment.
• The ability to communicate clearly and effectively with both technical and non-technical audiences.
• Strong organizational skills with the ability to manage competing priorities and respond to urgent operational needs.
• Experience collaborating across teams, departments, vendors, and stakeholders on technology-related initiatives or implementations.
• Adaptability, patience, and a willingness to support staff through organizational and technology changes.
• Experience supporting healthcare, behavioral health, or public sector environments is highly desirable.
• Experience supporting or participating in electronic health record (EHR) implementations, system upgrades or transitions is a plus.

Key Responsibilities

The Senior Information Technology Analyst will:

• Provide day-to-day technical support to BHRS clinical and administrative staff using Avatar and other legacy systems during the Epic transition period.
• Troubleshoot and resolve complex application, account access, and system-related issues, including account lockouts, permissions, and clinical application support.
• Serve as a technical liaison between BHRS staff, Health IT, vendors, and other County partners to support continuity of operations during implementation activities.
• Analyze user needs and recommend practical technology solutions that improve workflows, usability, and operational efficiency.
• Support system maintenance, upgrades, testing, troubleshooting, and issue resolution for existing BHRS applications and related technologies.
• Develop and maintain documentation, training materials, and user support resources for staff navigating evolving systems and workflows.
• Provide responsive customer service and technical assistance to users with varying levels of technical expertise.
• Participate in implementation planning, testing, and transition activities related to Epic readiness and legacy system support.
• Lead or support technology-related projects and coordinate timelines, communication, and issue tracking across stakeholders.
• Help ensure system reliability, data integrity, security, and compliance with County policies and healthcare operational needs.

What Makes This Role Unique:

• Be part of a major healthcare technology transformation that will shape the future of behavioral health services across San Mateo County.
• Support clinicians and staff whose work directly impacts vulnerable and diverse communities.
• Work in a collaborative environment that values innovation, adaptability, and continuous improvement.
• Build relationships across BHRS programs, Health IT, and County partners while gaining experience supporting large-scale system transitions.
• Take on meaningful work that blends technical expertise with customer service, problem-solving, and operational impact.

Challenging Aspects of the Role:

• Supporting staff across multiple systems and workflows during a large-scale technology transition.
• Balancing urgent troubleshooting requests while managing longer-term implementation and project priorities.
• Translating technical concepts and solutions for non-technical users in a clear and approachable way.
• Navigating evolving processes, timelines, and operational needs as Epic implementation efforts continue.
• Supporting critical clinical operations where timely system access and issue resolution are essential.

Note: This is a limited-term assignment expected to continue for up to three years. Limited term employees receive medical and dental benefits similar to regular employees, along with participation in a defined contribution retirement plan. The eligible list established through this recruitment may also be used to fill future extra-help, term, limited-term, unclassified, and regular classified vacancies.

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

• Serve as lead over some or all aspects of assigned information systems implementation and/or applications development or enhancement projects.
• Assign, oversee and guide the work of other information technology and analytical support staff in a lead capacity.
• Perform a variety of complex analytical duties in the design, development, implementation and maintenance of department information systems and applications.
• Analyze end-user technical requirements and recommend specific hardware, operating system and/or software application solutions to meet identified needs.
• Organize and staff application user groups to provide training on application use, identify future needs, and provide information to software vendors on application requirements.
• Prepare specifications for software enhancement or new applications.
• Develop applications, including interactive WEB pages to meet identified specifications.
• Provide technical oversight in the design and maintenance of departmental websites and lead the design and implementation of web-based applications.
• Determine short- and long-range departmental system application needs for County services; plan software enhancements and changes to meet the needs of system users.
• Participate in departmental and County-wide systems planning activities; serve as liaison with information Services to ensure departmental needs are adequately addressed.
• Develop GIS applications, integrate data and maintain related databases.
• Perform geo-spatial database modeling and development, GIS data automation and validation, topological modeling, and quality control activities to assure the accuracy and integrity of geo-spatial data.
• Administer County policies and procedures to ensure security and integrity of all departmental databases; develop and recommend departmental GIS policies and procedures in accordance with industry standards and best practices
• Review and evaluate the design of programs and databases to ensure the storage, security, selection, and retrieval of information is logical, orderly and user friendly; create, update, and modify production and other reports utilizing specific combinations of database information.
• Evaluate specialized database software systems, tools and vendor packages to determine the most effective product for departmental needs and priorities; consult with and oversee software and hardware vendors to solve product problems and/or customize package.
• Perform related duties as assigned.

Technology Support Duties:
Due to variances in departmental size and staffing structures, incumbents in this classification may also perform technical support activities that include, but are not limited to the following:

• May monitor database system performance and resource consumption for capacity and budget planning purposes; provide technical information, advisory assistance, and troubleshooting resources.
• May design and deploy system utilities and monitoring software to configure hosts/servers and develop and/or modify native operating system scripts to ensure robust system and application performance.
• May valuate and test system upgrades, Install, configure, maintain, troubleshoot and upgrade department software applications and troubleshoots hardware and software related problems.
• May evaluate new hardware and software products for use by department staff; and provide expert advice to users on software applications.
• May install and replace internal computer components such as memory, hard drives, sound devices, optical drives, disk or CD ROM drives and communications cards.
• May engineer and/or install new equipment or guide vendors doing the same; act as liaison between department users and vendors to ensure that appropriate planning, scheduling and acceptance testing activities are performed; coordinate maintenance of departmental equipment with external vendors.
• May install, configure, troubleshoot, maintain and upgrade mid-range computers and related equipment; and replace internal servers and mid-range computer components.

Qualifications
Education and Experience:

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

• Graduation from a four-year college or equivalent technical certification with coursework in computer science, information systems or closely related field and
• Two years of full-time experience successfully performing technical and analytical duties to support automated system operations and related software applications.

Knowledge of:

• Methods and techniques used in troubleshooting and maintaining computer hardware and software applications.
• Programming languages and operating systems.
• Data organization and access methods in automated systems.
• Operational characteristics of various hardware platforms, peripheral equipment and desktop applications, presentation graphics, client/server applications, communications protocols and intranet/internet.
• Record keeping and filing principles and practices.
• Job planning and prioritizing techniques for self and others.
• Principles and practices of leadership and mentoring.
• For the applications support area
• Operations, purposes, and functions of the application being supported.
• Information needs and requirements of the systems users.
• For the database administration support area
• Database design, implementation, maintenance, and integration techniques.
• Database troubleshooting and recovery procedures.
• Designated operating system design, techniques of programming, coding, programming languages, utilities, and command language.
• Database and data dictionary concepts, database file structures, and operating system interfaces.
• Quality control methods used to assure data accuracy and integrity.
• GIS system software applications and modeling techniques
• 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 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.

Skill/Ability to:

• Provide advanced technical and analytical support to multiple users of broad-based applications.
• Respond effectively to user problems and needs.
• Analyze operational and systems problems, evaluate alternatives and reach sound conclusions.
• Evaluate, recommend, develop, implement, test and install software applications.
• Monitor, troubleshoot and maintain local area networks and local portions of wide area networks.
• Organize work, set priorities for self and others and meet critical deadlines.
• Use initiative and sound independent judgment within established procedural guidelines to support automation systems.
• Prepare clear, concise and accurate