Job Details

Infrastructure Specialist

The County of San Mateo's Information Services Department seeks a qualified Infrastructure Specialist. Under general supervision, this individual performs the most complex and varied technical tasks related to the configuration, troubleshooting, maintenance, and monitoring of the County's infrastructure; serves as a technical leader and subject matter expert in specific area(s); designs, analyzes, manages, and maintains multiple physical and virtual server infrastructures and storage systems ensuring proper integration of these components with existing system architecture; configures, manages, and monitors backup infrastructure; provides recommendations, support, and training to other information services support staff and County users in areas of responsibility; and performs related work as required.

Supervision received and exercised: Receives general supervision from assigned IS Systems Supervisor. May exercise technical and functional direction over and provide training to lower-level staff on a project basis.

Class characteristics: This is the advanced journey class in the IS Systems Specialist series. Incumbents serve as subject matter experts in specific area(s), perform complex and varied technical support, provide analytical support for County-wide infrastructure, and frequently solve problems requiring analysis of unique issues or problems without precedent and/or structure. Incumbents serve as technical lead for assigned projects. Employees at this level are required to be fully trained in all procedures related to assigned area(s) of responsibility, working with a high degree of independent judgment, tact, and initiative. This classification is distinguished from the IS Systems Specialist II by the complexity and size of the applications supported and the amount of discretion exercised when solving problems and developing resolutions. This classification is further distinguished from the IS Senior Systems Specialist in that the latter is responsible for the daily technical and functional direction of assigned staff, work is performed within a broad framework of general policy requiring creativity and resourcefulness to accomplish goals and objectives, applies concepts, plans, and strategies which may deviate from established methods and practices, and regularly leads projects of critical importance and substantial consequence of success or failure to the County.

The ideal candidate for this position will have:

• 10+ years of industry experience.
• Deep technical knowledge of virtualized infrastructure, Linux and Windows Operating Systems.
• Strong understanding of Active Directory enterprise/domain level services and Azure Active Directory.
• Strong interpersonal and communication skills.
• Experience with cloud administration specifically Azure (Entra ID) including managing subscriptions, resource groups, monitoring and optimization, security, backup/disaster recovery, automation and scripting.
• Experience supporting Hyperconverged solutions in a virtual environment.
• Experience installing, configuring, and supporting on-prem and/or cloud virtual desktop environments.

Examples of duties include:

• Analyzing, installing, configuring, maintaining, and monitoring hardware and software upgrades to ensure effective server performance.
• Configuring and implementing real-time monitoring to identify and resolve service outages and critical resource shortages in a timely and efficient manner.
• Monitoring system performance to identify and troubleshoot deficiencies in design, security, installation, and/or integration with other technologies.
• Researching, recommending, and implementing system enhancements to improve the performance and reliability of the system; researching, recommending, testing, and implementing upgrades and fixes as needed.
• Developing and recommending comprehensive standards, policies, procedures, and technical documentation pertaining to system maintenance and infrastructure.
• Providing specialized and complex technical support and assistance to staff concerning assigned systems; serving as the primary contact for and resolving related issues, conflicts, and concerns; responding to inquiries and providing information concerning system operations, projects, malfunctions, equipment, upgrades, practices, procedures, and related software applications.
• Serving as technical lead for assigned projects, including developing project budget and allocating resources, gathering user and systems requirements, working with vendors, contractors, project managers, and other project staff, installing, configuring, testing, and providing general technical support, and developing technical and user documentation.
• Providing direction during major server incidents to ensure an expedient response and resolution; maintaining communication with all stakeholders on server infrastructure status; identifying underlying problems causing incidents and designing, proposing, and implementing resolutions.
• Functioning as a liaison between project managers, analysts, data specialists, communications specialists, and client systems specialists to ensure standards and protocols are maintained; assisting in coordinating activities with other information services staff.
• Providing recommendations to managers and supervisors on the development of long- and short-term system infrastructure plans.
• Participating in the review and recommendation of contracts with outside vendors and consultants; administering, monitoring, and evaluating contract scope of work; reviewing design documents to ensure technical integrity.
• Staying abreast of new trends and innovations in technology related to County operations; researching, recommending, and evaluating vendor solutions and technologies; implementing improvements; working with staff to maintain, revise, or improve operations and systems.
• Writing and maintaining user and technical operating instructions and documentation; providing training to users and other technical staff and advising on best practices.
• Performing other duties as assigned.

Knowledge of:

• Advanced infrastructure design, architecture, configuration, installation, and maintenance methods and techniques.
• Advanced techniques and methods of server infrastructure evaluation, implementation, and documentation.
• Advanced troubleshooting, configuration, and installation techniques.
• Principles and practices of project management.
• Principles of computer operating systems, enterprise infrastructure, and peripheral components.
• Advanced principles and practices of designing, installing, managing, and maintaining virtualization technologies.
• Principles and practices of configuring and using of system monitoring tools.
• Principles and practices of configuring and implementing system backup solutions.
• Procedures for creating and modifying systems security.
• The organization, operation, and functions of the department as necessary to assume assigned responsibilities and to determine appropriate point of escalation.
• Applicable regulatory requirements relevant to assigned area of responsibility.
• Principles and procedures of record keeping.
• Modern office practices, methods, and computer equipment and applications related to the work.
• English usage, spelling, vocabulary, grammar, and punctuation.
• Techniques for providing a high level of customer service by effectively dealing with vendors and County staff.

Skill/ability to:

• Perform advanced technical support functions in the design, architecture, installation, configuration, maintenance, and repair of assigned systems; take appropriate action to resolve problems or escalate to appropriate staff as needed.
• Perform complex functions in the design, installation, management, implementation, testing, and maintenance of a variety of support servers, storage systems, and other components.
• Monitor system and server utilization and recommend appropriate revisions to processes, procedures, and operations.
• Perform analyses of informational requirements and needs; identify, evaluate, and solve systems problems; design and implement new or revised systems and procedures; provide technical advice and consultation, and ensure efficient computer system utilization.
• Collect, analyze, and interpret procedures and data; develop sound conclusions, recommendations, and solutions.
• Deal tactfully with the customers and staff in providing information, answering questions, and providing customer service.
• Interpret, apply, explain, and ensure compliance with Federal, State, and local policies, procedures, laws, rules, and regulations.
• Establish and maintain a variety of filing, record-keeping, and tracking systems.
• Organize and prioritize a variety of projects and multiple tasks in an effective and timely manner; organize own work, set priorities, and meet critical time deadlines.
• Operate modern office equipment, including computer equipment and specialized software applications programs.
• Use English effectively to communicate in person, over the telephone, and in writing.
• Use tact, initiative, prudence, and independent judgment within general policy, procedural, and legal guidelines.
• Establish, maintain, and foster positive and effective working relationships with those contacted in the course of work.

Education and experience: Any combination of training and experience that would provide the required knowledge, skills, and abilities is qualifying. A typical way to obtain the required qualifications would be: Equivalent to graduation from an accredited four-year college or university with major coursework in management information systems, computer science, or a related field and four (4) years of increasingly responsible experience in supporting and implementing information technology infrastructure and/or server administration and specific to the specialty area assigned which includes data center management, IT facilities management, storage and backup, server management and server operating systems, and/or configuration management and event management.

Licenses and certifications: Some positions may require possession of, or ability to obtain, a valid California Driver's License. Some positions may require possession of, or ability to obtain, industry-recognized information technology certifications.

Physical demands: Must possess mobility to work in a standard office setting and use standard office equipment, including a computer; vision to read printed