INFORMATION TECHNOLOGY ASSOCIATE

Under the general supervision of an IT Supervisor II in the HQ IT Operations unit, the incumbent serves as a Desktop Support Analyst supporting business operations in the Sacramento Metropolitan Offices. MAJOR FUNCTIONS: The incumbent provides administrative and technical support on computers, laptops, tablets, mobile devices, servers, storage arrays, backup systems, printers, the Local Area Network, and telecommunications services. The incumbent performs the activities of the System Development Life Cycle which includes systems: analysis, design, build, test, maintenance and operations. Additionally, the incumbent provides support for all phases of end user device life cycle management including procurement, deployment, installation, configuration, maintenance and operations, and surplus. The incumbent provides end user training in the configuration and use of client technologies. The incumbent collaborates with peers and management to update and recommend standards, processes and procedures, and technology practices. The incumbent tracks, monitors, and audits IT assets to maintain accountability using standard asset management tools and techniques in compliance with the State Administrative Manual and other applicable policies and regulations. The incumbent also performs functions including, but are not limited to, researching, writing, reporting, presenting, etc. Incumbent will be utilizing the prescribed ticketing system for the clear, accurate and technical written documentation of customer issues. Incumbent will consistently utilize professional customer service and effective communication skills when dealing with customers and coworkers. The incumbent participates in intermittent projects or assignments. DOMAINS: System Engineering Client Services, This position may be eligible for telework. The amount of telework is at the discretion of the Department and based on Caltrans’s evolving telework policy. Caltrans supports telework, recognizing that in-person attendance may be required based on operational needs. Employees are expected to be able to report to their worksites with minimum notification if an urgent need arises. The selected candidate will be required to commute to the headquartered location as needed to meet operational needs. Business travel may be required, and reimbursement considers an employee’s designated headquartered location, primary residence, and may be subject to CalHR regulations or applicable bargaining unit contract provisions. All commute expenses to the headquartered location will be the responsibility of the selected candidate. If not working remotely, the employee will work in a climate-controlled office under artificial lighting using a personal computer. The employee may be required to work for extended periods of time in a computer room that maintains an approximate temperature of 70 degrees. The employee may be required to travel. When available, a State vehicle will be provided. Possession of a valid driver’s license is required when operating a State owned or leased vehicle. If the employee utilizes their own personal vehicle, they may be reimbursed for travel expenses. The employee may be required to occasionally work overtime outside of normal work hours to resolve problems. Applicable compensation will follow the current and appropriate bargaining unit contract., The Caltrans workforce is made up of diverse and unique individuals who contribute to our organizational success. Department Website: www.dot.ca.gov Director’s EEO Policy: https://dot.ca.gov/programs/equal-employment-opportunity Director’s EEO Policy Statement: https://dot.ca.gov/programs/equal-employment-opportunity, + Possession of a valid driver’s license is required when operating a state owned or leased vehicle.

• Resume is required.

• Statement of Qualifications is required. The Statement of Qualifications (SOQ) serves as documentation of each applicant’s ability to present information clearly and concisely in writing. Please follow the instructions below; failure to include and complete the SOQ as instructed may result in the SOQ not being considered and in disqualification from the interview. Each question must be numbered and addressed in the same order as the questions below. The SOQ must be typed, no more than two pages in length, and 12-point Arial font. What experience do you have providing IT support to customers or end-users? What steps do you typically take to diagnose and resolve their issues? + What experience do you have training non-technical staff on a new IT process or software? How do you approach the training, and what methods do you use to ensure effective knowledge transfer? +

• What approaches or strategies do you use to provide excellent customer service in a technical support environment? How do you ensure customers feel supported and confident in the solutions you provide? Possession of Minimum Qualifications will be verified prior to interview and/or appointment. If you are basing your eligibility on education, you must include your unofficial transcript(s)/diploma for verification. Unofficial, original, or official sealed transcripts will be accepted and may be required upon appointment. Applicants with foreign transcripts/degrees must provide a transcript/degree U.S. equivalency report evaluation that indicates the number of units and degree to which the foreign coursework is equivalent. Please visit either of the following two websites for a list of evaluation agencies: https://www.naces.org/members or https://aice-eval.org. Please redact birthdates and social security numbers.

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:

• Experience providing administrative and technical support of computers, laptops, tablets, and mobile devices.
• Excellent analytical and problem-solving skills.
• Experience providing world-class customer service in a professional environment.
• Ability to communicate technical information effectively to both technical and non-technical audiences.
• Strong commitment to continuous learning and professional development in the field of desktop support.
• Experience with enterprise software deployment, imaging, and patch management tools (such as Microsoft Intune, SCCM, or MECM).
• Knowledge of Active Directory, user and group management, and Group Policy administration.
• Experience providing remote technical support and troubleshooting in hybrid or virtual work environments.
• Familiarity with IT service management (ITSM) practices and the use of enterprise ticketing systems, such as ServiceNow.
• Ability to organize and prioritize multiple assignments while maintaining a high level of accuracy and customer satisfaction.
• Demonstrated ability to work effectively both independently and as part of a team.

4.14.1 out of 5 stars Sacramento County, CA Hybrid work $4,935 - $8,740 a month - Full-time