Per CCR 249.3, this job control may be used to fill subsequent vacancies.
The Service Desk and Field Support Associate will deliver essential technical support to CDFA locations throughout the Central Valley Region, which includes Fresno, Kern, Mono, Stanislaus, and Tulare counties. Travel is a key aspect of the role, involving occasional overnight stays to ensure effective service delivery and address the diverse needs of the department across the region. The position includes adapting to varying schedules to accommodate the demands of supporting multiple locations, contributing to the maintenance of high service standards throughout the state.
Under general supervision of an Information Technology Manager I (ITM I) in the Customer Support and Services Section, the Information Technology Associate (IT Associate) performs a variety of complex analytical tasks to support desktop computing within a networked environment. Responsibilities include providing user support, troubleshooting IT systems, and repairing and maintaining IT equipment such as personal computers, peripherals, and productivity software. The incumbent must be able to work independently and under pressure, make sound decisions and recommendations, and establish and maintain effective working relationships. This position primarily falls within the Client Services and Business Technology Management domains.
The incumbent works collaboratively with ITSD management and staff, briefs and advises the manager, and exercises initiative, independence, and sound judgment. The position requires staying current with industry practices and emerging technologies through research, training, and professional development. Effective communication and adaptability to changing priorities are essential, as is maintaining consistent and reliable attendance.
The role also encompasses coordinating logistics and managing time efficiently while traveling, ensuring all necessary equipment and resources are available during assignments. This includes addressing the unique challenges of providing support in diverse settings, from urban offices to remote sites, to uphold the department’s operational efficiency and reliability.
Candidates may perform these essential functions with or without reasonable accommodation.
You will find additional information about the job in the .
The duties of this position are primarily conducted indoors in an office environment. The incumbent will have a workstation with modular furniture, an adjustable rolling chair, a computer with various software programs, a telephone with voicemail, and stationary filing drawers and bins. The position requires the ability to sit for extended periods of time and operate a personal computer utilizing a mouse and keyboard.
The incumbent must be able to give presentations, participate at meetings, and interact with other staff. They must also be able to: push buttons on a keyboard, calculator, photocopy machine, facsimile machine, and telephone; grasp papers, small objects, and manuals; access upper and lower files and cabinets; and exert up to 15 lbs. of force occasionally and/or a negligible amount of force frequently in order to move or position objects.
Travel to various CDFA facilities and sites throughout the state as needed using various means of transportation systems; overnight stays, and weekend and off-shift work may be required.
Regular or recurring telework may occur as part of the incumbent’s ongoing regular schedule in accordance with CDFA's Telework Policy.
Applicants are required to submit a Statement of Qualifications (SOQ) in addition to completing a standard State application (Examination/Employment Application STD 678). The SOQ is designed to gather detailed information about each candidate’s qualifications and experience as they relate to the responsibilities of this position.
The completed SOQ must be no more than two (2) pages in length, single-spaced, using 12-point Verdana font. Submissions must be formatted on standard U.S. Letter-sized paper (8.5" x 11") with 1-inch margins on all sides. Candidate’s name and Job Control number must appear at the top of each page of the SOQ. Failure to follow these instructions will result in your application being rejected.
1. Describe your experience providing field-based IT support across multiple locations.
2. Explain your experience providing remote technical support in a networked environment
3. Provide an example of a technical issue that required both remote troubleshooting and onsite field support to fully resolve.
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:
Knowledge of:
- Knowledge and experience maintaining and troubleshooting desktop and network printers.
- Knowledge and experience supporting smart phones, tablets, and other mobile devices.
- Knowledge and experience with Microsoft Office365 configuration, imaging, support, and deployment.
- Knowledge and experience with Microsoft Windows operating systems, configurations, Active Directory, and Group Policy.
- Knowledge and experience with Mobile Device Management tools, such as Intune and Quick Assist
- Knowledge of networking essentials.
- Knowledge of principles and best practices for end-user device security.
- Knowledge of software licensing principles and practices.
Ability to:
- Adapt to changing priorities and manage multiple concurrent assignments.
- Apply technical knowledge effectively and methodically.
- Be proactive, positive, and open-minded to direction and new ideas, be flexible with shifting priorities and situations.
- Communicate effectively with technical and non-technical personnel with various levels of IT knowledge, verbally and in writing.
- Conduct end-user training.
- Demonstrate exceptional customer relationship skills.
- Demonstrate strong interpersonal skills.
- Establish and maintain cooperative working relationships with all levels of staff and management.
- Sit or stand for long periods of time.
- Travel regularly to CDFA locations.
- Work collaboratively with multiple teams within IT.
- Work excess hours to meet organizational needs, when required.
- Work independently, at times under pressure, in completing assigned work and meeting required deadlines.
Benefit information can be found on the CalHR website and the CalPERS website.
If you are dropping off or mailing in your application, please use the Examination/Employment Application, STD 678 Revised 06/2024 version.
Required Application Package Documents
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:
A completed Statement of Qualifications (SOQ) must be submitted with your State Application to be considered. The SOQ must follow the specifics as stated in the “Special Requirements” section.
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