INFORMATION TECHNOLOGY ASSOCIATE

Join the California Governor’s Office of Emergency Services (Cal OES) and be part of an organization that serves as a leader in emergency management and homeland security through dedicated service to all. We are looking for enthusiastic and motivated individuals to join our team. If you are interested in a challenging opportunity in a high-energy, team-oriented environment, you are encouraged to apply., The IT Associate (ITA), under the general supervision of the Service Desk Support Supervisor (IT Supervisor II), provides front-line client support within the Cal OES statewide enterprise environment. The incumbent delivers technical assistance to end users through the Service Desk, supports a wide range of endpoint technologies and enterprise applications, and assists with routine system access, connectivity, and device troubleshooting. The position participates in the maintenance and support of IT service management tools and processes, including service catalog operations, and collaborates with technical teams to ensure effective service delivery. The ITA applies fundamental IT concepts, follows established procedures, and contributes to a high-quality customer service experience in a fast-paced operational setting., In the event of an emergency, employees may be contacted and requested to report to work in the event of an emergency. This contact may be outside of your normal working hours (evenings/nights, weekends, and holidays). This service may require irregular work hours, work locations other than the official duty location, and may include duties other than those specified in your official position description. Travel requirements in support of emergency operations may be extensive in nature (weeks to months), with little advance notice, and you may be required to relocate to emergency sites., The following items are required to be submitted with your application. Applicants who do not submit the required items timely may not be considered for this job:

• Current version of the State Examination/Employment Application STD Form 678 (when not applying electronically), or the Electronic State Employment Application through your Applicant Account at www.CalCareers.ca.gov. All Experience and Education relating to the Minimum Qualifications listed on the Classification Specification should be included to demonstrate how you meet the Minimum Qualifications for the position.
• Resume is optional. It may be included, but is not required.
• Statement of Qualifications - Please refer to the Statement of Qualifications (SOQ) section at the bottom of this job bulletin for the filing instructions and the SOQ Question(s). Applications submitted without the SOQ may not be considered.

Applicants requiring reasonable accommodations for the hiring interview process must request the necessary accommodations if scheduled for a hiring interview. The request should be made at the time of contact to schedule the interview. Questions regarding reasonable accommodations may be directed to the EEO contact listed on this job posting., 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., * The SOQ shall be no more than two pages, single-sided, single-spaced in 12-point Arial font. Name and JC# in the upper right hand corner.

PLEASE ANSWER THE FOLLOWING:

• Technical Troubleshooting: Describe your experience troubleshooting hardware, software, network, and account access issues. Provide examples of how you identify problems, determine the cause, resolve issues, and decide when to escalate a request?
• Customer Service and Communication: Describe your experience providing technical support to users with different levels of technical knowledge. Explain how you communicate with users, handle difficult situations, and manage multiple requests while providing professional and timely service.
• Ticket Management and Documentation: Describe your experience managing and documenting IT service requests in a ticketing system. Explain how you prioritize requests, record troubleshooting steps and resolutions, protect sensitive information, and ensure tickets are properly resolved and closed.

For assistance in completing the SOQ, you may want to consider watching the following video from CalHR’s Training Catalog: Basics of Writing a Strong Statement of Qualifications

For assistance in uploading documents, including the SOQ, you may want to consider watching the following video from CalHR’s Training Catalog: Upload SOQ to your Application Package

Information Technology & Information Systems, Information Technology & Information Systems, Emergency Services, Emergency Management, Homeland Security, Team Player, Technical Delivery, Procedure Development, Service Delivery, IT Service Management (ITSM), 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 technical support in an enterprise Service Desk or Client Services environment.
• Ability to troubleshoot Windows operating systems, desktop hardware, printers, mobile devices, and common Microsoft applications.
• Familiarity with Active Directory account administration, including password resets, group membership, and workstation authentication issues.
• Experience supporting or maintaining ServiceNow or other IT service management platforms, processing catalog requests, or troubleshooting workflow-related issues.
• Strong customer service skills and the ability to communicate technical information clearly to non technical users.
• Ability to document work clearly in a ticketing system and follow established IT processes and service management standards.
• Experience supporting basic network connectivity issues involving LAN, WAN, Wi Fi, VPN, and related technologies.
• Ability to collaborate effectively with technical teams such as Field IT Operations, Voice Services, Infrastructure, Information Security, and Solutions teams.
• Strong problem solving skills and the ability to manage multiple tasks in a fast paced environment.
• Knowledge of video teleconferencing tools and basic troubleshooting of audio/visual equipment.
• Experience with cabling, workstation setup, and hardware deployment activities.
• Ability to produce user instructions, quick guides, or training materials when needed.
• Strong organizational skills, attention to detail, and the ability to follow established procedures.
• Willingness to learn new technologies, tools, and enterprise systems as required.

In Office: This position supports and manages the day-to-day business operations for Cal OES which is handled in an office location. This is not considered a hybrid telework position., * List your most current employment history first in the “EMPLOYMENT HISTORY” section on the STD. 678.

• Provide the “From” and “To” dates with the month, day and year, the “Hours Per Week” that you worked and the Total Worked (Years/Months). You may include overtime hours.
• You must complete the “DUTIES PERFORMED” on the State Application (do not note “see attached resume” in this section). Failure to comply and your application is considered incomplete.
• SROA and Surplus are encouraged to apply and must submit a copy of their letter.
• Please note consideration shall be given to work experience gained in a part-time or full-time job, regardless of whether the job was a paid or a volunteer position or was within, or outside of, state service.

If using education to qualify please submit a copy of your transcripts. If selected, official transcripts will be required. Foreign education must obtain and submit verification of United States course/degree equivalency., Benefit information can be found on the CalHR website and the CalPERS website.

Cal OES employees are eligible for a number of benefits and working for us is a great opportunity to join a committed team. Benefits include but are not limited to the following:

• Free Parking
• On-site Gym and Locker room
• Electric Carport
• Excellent CalPERS state pension plan
• 401(k) and 457(b) Plans
• Flexible Schedules
• Generous paid time off
• Health, dental & vision insurance for the employee or the employee’s family
• Investment in careers development
• Located near many local eateries, financial institutions, and the Light Rail Station

The California Governor’s Office of Emergency Services (Cal OES) is committed to fostering a diverse and inclusive culture by hiring and retaining individuals from a variety of backgrounds and personal experiences. Our employees are empowered with the tools and resources necessary to meet our mission, while continuing to expand equity and inclusion efforts at all levels of the organization. We are committed to the spirit and work required to ensure the safety and resilience of every community in California.

The California Governor’s Office of Emergency Services (Cal OES) is an emergency response, homeland security, and disaster recovery agency and as a result, is a dynamic and exciting place to work in a team-oriented environment. Cal OES provides training to enhance the understanding of emergency and incident management to all employees.