INFORMATION TECHNOLOGY ASSOCIATE

Customer Services Client Support Analyst who supports the South-Central Region Office use and control of the EndPoint Management Platform; expected to have and maintain a complete overview of the system, and the main goal is to ensure all systems are working together as efficiently as possible.

Provides services and support related to the EPM system, including the hardware and software necessary to provide a reliable, secure, and well-performing client technology automated environment for the Department of Water Resources (DWR). Monitor system health and perform site-specific risk mitigation activities as part of change/configuration management to ensure smooth implementation of and transition to new software delivery/packaging and configuration management automation capabilities. Sustain and provide configuration management, create, test, and distribute standard Windows OS, application packages, scripts, and batch programs. Perform client technology problem resolution and service delivery activities. Provide Level 1 and Level 2 support for client technology environment. Monitor and resolve customer problem tickets within SLAs. Monitor and complete customer service requests within defined service-level agreements.

Collaborate with other Client Support Analysts and Division of Technology Services (DTS) technical and operational areas in the fulfillment of service requests and problem resolutions. Administering Microsoft Systems Center Configuration Manager (SCCM), including imaging, patching, application deployment, configuration management, and upgrades.

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 in an Infrastructure role with a focus on Microsoft system administration.
• Proficiency with Microsoft 2016/2019 Server
• MCSE is a plus.
• Experience with automation utilizing PowerShell or other common scripting language.
• Experience with any of the following is highly desirable: Terminal Services, Group Policy Creation and Management, Windows 10, MS Office, MS Project, Visio, Symantec Endpoint
• Knowledge of Microsoft Store for Business and Intune device management
• Application Packaging and deployment with Microsoft SCCM
• Operational understanding of Azure AD and hybrid infrastructure, as well as familiarity with System Center Configuration Manager, is required.
• Excellent verbal & written communication skills
• Excellent problem-solving skills
• Team Oriented works well with Junior team members and management.
• Continuous improvement mindset
• Demonstrated ability to learn and quickly comprehend new concepts and technologies.
• Experience with AD, Azure, Office 365, Intune (MEM), Microsoft Endpoint Management, and DNS preferred.
• AWS / Cloud Workspaces experience is highly desirable.

• Cybersecurity includes controlling physical access to system hardware, as well as protecting against harm that may be done via network access, malicious data and code injection. Using common countermeasures: least privilege, user account access controls, firewalls, antivirus software, intrusion detection, vulnerability scanning, penetration testing, two factor authentication, secure backups, end user security training, etc., * Describe your experience with managing Microsoft EPM, Azure, InTune, or all these technologies.

• Describe the analytical steps you would take to troubleshoot, resolve, and document the completion of problem tickets and service requests. Include example(s) from experience if any, that demonstrate your ability to utilize the completed staff work process.

• In this position, you will be required to effectively work together with business, technical staff, and management. Describe how you would be effective in this aspect. Include example(s) when you demonstrated support, enthusiasm, and commitment to overcome resistance and implement an important change.

Department of Water Resources (DWR) was established in 1956 by the California State Legislature. We manage California’s water resources, systems, and infrastructure, including the State Water Project, in a responsible sustainable way.

At DWR, we are embedding climate change response into every project we undertake. We have set standards to help evaluate how each project incorporates climate resilience principles and ensure consistency across the Department. Our mission is to sustainably manage the water resources of California, in cooperation with other agencies, to benefit the state’s people and protect, restore, and enhance the natural and human environments.

DWR also strives to create a trusting and welcoming workplace where employees embrace diverse viewpoints and treat each other with civility and respect. An important component of DWR’s equal employment opportunity program centers around justice, equity, diversity, and inclusion.

Department Website: https://water.ca.gov/ Free virtual career consultation services including one-on-one DWR career consultations, application/resume review, tips for applying, and mock interviews, provided by DWR’s Recruitment and Workforce Planning section can now be scheduled via https://water.ca.gov/About/Careers.