Junior IT Administrator / Help Desk Technician

Deep Blue Cloud Consulting is an AWS Advanced Services Partner delivering cloud, DevOps, and modern application solutions to a broad range of customers. We're seeking a Junior IT Administrator / Help Desk Technician to support a Maintenance & Operations engagement with the California Department of Public Health (CDPH). This is an entry-level opportunity for someone looking to build a career in IT support and systems administration within a structured, ITIL-aligned service environment.

Beyond the core help desk responsibilities, this role offers broad exposure to the technologies and practices that power our business - including AWS cloud services, practical applications of AI, DevOps workflows, Microsoft 365, and Jira/Atlassian tooling. You'll work alongside a team actively building modern applications and environments for our customers, with plenty of room to learn and grow into deeper technical roles over time.

The role is split across two functions:

• Primary ( 80%): CDPH Help Desk Support - Serving as Tier 1 support for the SaPHIRE Help Desk, handling ticket triage, system monitoring, and first-call/first-contact resolution for incidents and service requests.
• Secondary ( 20%): Internal IT Support - Handling day-to-day moves, adds, and changes (MACs) for Deep Blue Cloud Consulting's internal IT systems and user accounts.

What You'll Do

CDPH Help Desk (Primary Function)

• Log, triage, and manage incoming incidents and service requests submitted via Jira Service Management (JSM)
• Monitor system-generated alerts and proactively flag anomalies per established procedures
• Resolve common Tier 1 issues on first contact; escalate more complex issues to Tier 2/3 specialists following the program's ITIL-based tiered service model
• Maintain accurate, complete ticket documentation, including resolution notes and status updates
• Track incidents through to resolution and contribute to daily/weekly reporting metrics
• Provide coverage during core Help Desk hours (Monday-Friday, 8:00 AM-5:00 PM PT, aligned to California state business days)
• Follow documented security and confidentiality procedures for handling sensitive public health data

Internal IT Support (Secondary Function)

• Process moves, adds, and changes for Deep Blue Cloud Consulting staff - account provisioning/deprovisioning, group membership changes, hardware/software requests, and access updates
• Support internal ticket queues for day-to-day IT requests outside the CDPH environment
• Assist with routine internal system maintenance tasks as assigned

• 0-2 years of experience in an IT help desk, technical support, or similar customer-facing IT role (internships and relevant coursework welcome)
• Strong written and verbal communication skills - fluency in English is required to support CDPH's primary user base
• Basic familiarity with ticketing/service management systems (experience with Jira Service Management is a plus, not required)
• Ability to pass a background check and demonstrate legal authorization to work in the United States
• Must be able to work remotely from within the continental United States
• Comfortable working within a structured, procedure-driven support environment and completing required annual security/confidentiality training

Preferred

• Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field (People with equivalent practical experience highly encouraged to apply)
• Basic exposure to Microsoft 365 / Entra ID user administration
• Familiarity with ITIL concepts, particularly tiered (Tier 1/2/3) support models
• Exposure to SLA-driven support environments
• Interest in growing into a Tier 2 support or systems administration role over time

• This role supports a state government engagement and requires adherence to CDPH security policies, including use of state-approved/FIDO-compliant authentication methods when accessing CDPH systems.
• Core working hours are fixed to align with CDPH Help Desk coverage (8:00 AM-5:00 PM PT, Monday-Friday, excluding California state holidays); occasional flexibility may be required to support incident response.
• Compensation is commensurate with experience.

Pay: From $50,000.00 per year