IT Help Desk Support

Training & Development Assignment may be considered for this position The Energy Commission seeks an Information Technology Associate (willing to consider an Information Technology Technician) in the Administrative and Financial Management Services Division / Information Technology Services Branch / Customer Support Unit. This position operates in a hybrid work environment, performing duties onsite, offsite, and via telework under the general direction of the Information Technology Supervisor II. The Information Technology Associate (ITA) performs well-defined tasks within a limited scope, typically involving one unit, function, or procedures in the Business Technology Management, Client Services, or Software Engineering domains. The ITA has administrator-level knowledge of a Windows enterprise environment and can support the CEC's hardware and software, including desktops, laptops, iPhones, iPads, printers, and related peripherals and infrastructure Minimum Qualifications (MQs): The MQs for this classification can be found at https://www.calhr.ca.gov/state-hr-professionals/pages/1400.aspx . The documents you submit in your application package must highlight how you meet the MQs. If the MQs are not met, you will not be considered for this position. Education Information: If you are using education to meet the minimum qualifications for this classification, please provide your unofficial transcripts. Applicants who completed their education outside of the United States (with foreign degrees/transcripts) must provide evaluated transcripts. The transcript evaluation must state the number of units to which foreign coursework is equal. Foreign education evaluation services can be found at https://www.naces.org . Official transcripts and official foreign degree transcripts will be required prior to appointment. If you are not using education to qualify for this classification, you do not need to submit transcripts. To bypass the required document, select Choose/Upload and select Bypass File. Please let us know how you heard about this position by taking a brief survey at CEC Recruitment Survey (https://www.surveymonkey.com/r/CECRecruitmentSurvey) ., + Statement of Qualifications - 1) Describe your experience planning, coordinating, and supporting web conferencing meetings. Include the types of meetings supported, your role during meetings, and how you handled real-time technical issues, such as audio/visual failures, connectivity problems, or user access challenges. 2) Describe how you prepare for and support high-visibility or large-scale meetings. Include how you assess technical requirements, coordinate with stakeholders, and mitigate potential risks. Provide a specific example and explain the outcome. 3) Provide a specific example of a complex IT issue you resolved in a Help Desk or live support environment. Describe your troubleshooting approach, the tools or systems used, and the outcome. Include how you communicated with the end user throughout the process., Please direct requests for Reasonable Accommodations to the interview scheduler at the time the interview is being scheduled. You may direct any additional questions regarding Reasonable Accommodations or Equal Employment Opportunity for this position(s) to the Department's EEO Office.

Individuals who are currently in the classification, eligible for lateral transfer, eligible for reinstatement, have list or LEAP eligibility, are in the process of obtaining list eligibility, or have SROA and/or Surplus eligibility (please attach your letter, if available). SROA and Surplus candidates are given priority; therefore, individuals with other eligibility may be considered in the event no SROA or Surplus candidates apply. Individuals who are eligible for a Training and Development assignment may also be considered for this position(s)., In addition to evaluating each candidate's relative ability, as demonstrated by quality and breadth of experience, the following factors will provide the basis for competitively evaluating each candidate:

1. Proven experience planning, coordinating, hosting, and supporting web conferencing meetings using platforms such as Zoom, Microsoft Teams, and similar tools, including real-time troubleshooting of audio/visual, connectivity, and access issues. 2) Demonstrated ability to deliver high-quality customer support in fast-paced or high-visibility environments, ensuring seamless meeting experiences for both internal and external users. 3) Strong verbal and written communication skills, including the ability to clearly guide users, translate technical concepts for non-technical audiences, and produce concise technical documentation. 4) Experience developing, documenting, and maintaining standard operating procedures and best practices for IT Help Desk and meeting support operations. 5) Ability to work independently while administering, supporting, and troubleshooting commercial, cloud-based, and enterprise IT systems, applications, and services. 6) Hands-on experience installing, configuring, testing, and troubleshooting IT hardware, software, and applications, including complex system and basic network-related issues. 7) Advanced knowledge of Microsoft Windows and Microsoft Office products, along with general knowledge of networking concepts and Active Directory. 8) Experience using an IT Service Management (ITSM) or ticketing system to track, prioritize, and resolve incidents, while effectively managing competing priorities, urgent issues, and project deadlines.

$4,935.00 - $8,740.00 per Month New to State candidates will be hired into the minimum salary of the classification or minimum of alternate range when applicable., Benefit information can be found on the CalHR (https://www.calhr.ca.gov/Pages/California-State-Civil-Service-Employee-Benefits-Summary.aspx) website and the CalPERS (https://www.calpers.ca.gov/) website.