INFORMATION TECHNOLOGY ASSOCIATE

The Information Technology Associate (ITA) works under the general supervision of the Information Technology Supervisor II of the Customer Service Section (CSS). The ITA is responsible for providing first-level Information Technology (IT) support for all the California Department of Public Health (CDPH) staff and contractors and serve as part of the 1st level support Call Center IT help desk. Primary tasks include answering customer calls, monitoring and responding to requests received over the phone, and resolving issues in ticket queues. The ITA provides the overall installation, maintenance, and administration of IT resources in support of a centralized IT environment, working for CSS, within the Data Center Operations Services Branch. The ITA diagnoses and resolves hardware, software, and connectivity issues. The ITA independently prioritizes their work, resolves hardware/software and connectivity issues, and elevates issues to higher level support staff. The ITA assists in the support of the day-to-day operations and maintenance of all IT hardware, software, and peripherals. The ITA must adhere to state IT standards and policies at both the Department and state level. The ITA performs duties in the Client Services and System Engineering domains. This position involves travel, up to 5%, as needed to visit field offices. In July 2025, the State of California implemented the Personal Leave Program (PLP) 2025. This program temporarily reduces employees' monthly base pay in exchange for paid leave credits. This position is subject to PLP 2025 and will have a monthly base pay reduction of 3% in exchange for 5 hours of leave credits through June 2027. The salary ranges shown on this job posting do not reflect the salary reduction. Please let us know how you heard about our position by taking this brief survey: https://www.surveymonkey.com/r/CDPHRecruitment, At the California Department of Public Health (CDPH), equity, diversity, and inclusion are at the core of our mission to advance the health and well-being of California's diverse people and communities. We are genuinely and strongly committed to cultivating and preserving a culture of inclusion and connectedness where we can grow and learn together with a diverse team of employees. In recruiting for team members, we welcome the unique contributions that you can bring to us and the work we do. The California Department of Public Health (CDPH) is dedicated to optimizing the health and well-being of the people of California. The Information Technology Services Division (ITSD) within CDPH advances its vision of "Healthy Individuals and Families in Healthful Communities" through the provision of high-quality information, resource, and technology. The Customer Service Section is the single point of contact for information technology (IT) support services; provides an interface for services bridging program and IT needs, manages enterprise workstations, Virtual Desktop Infrastructure (VDI), and supports asset management functions. "The salary information listed on this advertisement may not reflect recent salary increases from salary adjustments or changes in the fiscal year." "*CDPH is an E-Verify employer." Department Website: https://www.cdph.ca.gov Special Requirements For experience/education to qualify during the application screening process, and to ensure that minimum qualifications can be determined, applicants should include all employment history on the Employment Application (STD 678) and/or Resume, including detailed job descriptions, hours worked per week, and start/end dates (MM/DD/YYYY). Application packages without this information will experience delayed processing times and your eligibility for this position may be impacted. A completed State application (STD. 678) and any other relevant documents (e.g. unofficial transcript, copy of degree, resume, etc.) should be submitted electronically via your CalCareers Account. Please reference Job Control # (516864) and indicate the basis of your eligibility in the Examination(s) or Job Title(s) section. SROA and surplus candidates should submit a copy of their letter with their application. Please remove any confidential information (i.e. social security number, date of birth) from your documents prior to submission. Complete Application Packages (including your Examination/Employment Application (STD 678) and applicable or required documents) must be submitted to apply for this Job Posting. Application Packages may be submitted electronically through your CalCareers Account at www.CalCareers.ca.gov. Submitting an electronic application through your CalCareers account is strongly recommended since electronic applications will be received/processed faster than other methods of filing. Please submit only one application. If you are unable to submit your application electronically through your CalCareers account, please email apply@cdph.ca.gov for assistance and a CDPH Human Resources Division staff member will contact you to assist with the online application process or, a hard copy application package may be submitted through an alternative method as explained in the How to Apply section below. When submitting your application in hard copy, a completed copy of the Application Package listing must be included. Application Instructions Completed applications and all required documents must be received or postmarked by the Final Filing Date in order to be considered. Dates printed on Mobile Bar Codes, such as the Quick Response (QR) Codes available at the USPS, are not considered Postmark dates for the purpose of determining timely filing of an application. Final Filing Date: 5/14/2026 Who May Apply 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)., 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. EEO Contact: EEO Office (916) 445-0938

California Relay Service: 1-800-735-2929 (TTY), 1-800-735-2922 (Voice) TTY is a Telecommunications Device for the Deaf, and is reachable only from phones equipped with a TTY Device.

Supplemental Questionnaire (SQ) Instructions:

Place your name and the position number you are applying for at the top right of the Supplemental Questionnaire document. Please use 12-pt Arial font, with 1-inch margins, not to exceed 2 pages. Answers should be numbered to match the question. Bullet points may be used only to list tools, systems, or specific tasks.

• Describe your experience providing first-level technical support in a fast-paced help desk environment. Include examples of the types of issues you resolved and the tools or systems you used.
• Explain a time when you were responsible for installing, configuring, or maintaining computer hardware or software. What steps did you take to ensure compliance with organizational standards and security policies?

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:

• Proficiency in troubleshooting and resolving hardware, software, and peripheral issues in a help desk or IT support environment.
• Experience with configuring and maintaining workstation hardware, printers, and networking peripherals.
• Familiarity with enterprise-level software deployment, updates, and patch management.
• Knowledge of remote access tools and environments (e.g., Citrix).
• Understanding of network fundamentals.
• Ability to manage user accounts, permissions, and group policies in Active Directory or similar systems.
• Strong analytical skills to assess and resolve technical issues efficiently.
• Ability to document and contribute to knowledge bases and procedural documentation.
• Experience identifying process improvement opportunities and recommending solutions.
• Excellent verbal and written communication skills for interacting with staff at all levels.
• Demonstrated ability to provide clear, courteous, and effective customer support.
• Experience using communication tools such as Microsoft Teams, email, and ticketing systems.
• Ability to produce clear, accurate, and well-structured troubleshooting documentation within ticket notes.
• Experience supporting field offices and coordinating on-site technical support.
• Familiarity with IT governance, compliance standards, and security protocols.

Telework Information: This position may be eligible for telework. The amount of telework permitted is at the discretion of the Department and is subject to change, consistent with CDPH's Telework Program. All employees who telework are required to be California residents in accordance with Government Code 14200. Candidates who reside outside of the state of California may be interviewed; however, the selected candidate must have a primary residency in the state of California prior to appointment (and continue to maintain California residency) as a condition of employment. Failure to meet this requirement may result in the job offer being rescinded. Travel may be required for this position. Reimbursement for travel takes into consideration an employee's designated headquarters, as reflected in the duty statement, and is subject to regulations and bargaining unit contract provisions. All commute expenses to the designated headquarters office will be the responsibility of the selected candidate. The headquarters office location for this position is identified in the attached duty statement. Position Details