IT Support Technician

Job Description and Duties

Under the general supervision of the Information Technology Supervisor II, and the technical leadership of the Information Technology Specialists I, the Information Technology (IT) Associate performs a variety of tasks that affect the design and operation of systems, programs, and equipment as well as a wide range of established activities, major activities, organizational concerns, and the operation of other organizations. The IT Associate is responsible for a portion of projects and client services functions and involves working on a piece of a plan or project from beginning to end. The primary responsibility of the Information Technology Associate falls within the Client Services domain.

* Please refer to the "Application Instructions" and "Additional Information" for instructions on how to apply*.

In all job functions, employees are responsible for creating an inclusive, safe, and secure work environment that values diverse cultures, perspectives, and experiences, and is free from discrimination. Employees are expected to provide all members of the public equitable services and treatment, collaborate with underserved communities and tribal governments, and work toward improving outcomes for all Californians.

Please let us know how you heard about our position by taking this brief survey. 

CalCareers Exams : Once you find the job you want, we need to learn more about you. We will evaluate your education, experience, abilities, and knowledge through an assessment. The assessment process can take many forms, including an interview or exam, depending on the job.

You will find additional information about the job in the .

Working Conditions

The incumbent works 40 hours per week in an office setting with artificial light and temperature control. The ability to use a personal computer and telephone is essential. The incumbent must be able to frequently remain in a stationary position at a workstation throughout the day and must occasionally position self to perform a variety of tasks including retrieval of files. The incumbent may occasionally move office equipment weighing up to 25 pounds. The incumbent is required to travel throughout an assigned geographical area by various methods of transportation.

Candidates who reside outside of the State of California may be admitted to the job interview. However, they must reside in the State of California once they are hired and start working.

Effective July 1, 2025, the State of California implemented the Personal Leave Program 2025 (PLP 2025) which reduces an employee's monthly salary in exchange for leave credits. Employees appointed to this classification will have their monthly salary reduced and will accrue hours of PLP 2025 on the first day of each pay period as outlined on "Section 2113 - Personal Leave Program (PLP)" of the CalHR Manual. The salary range(s) included on this job posting do not reflect the reduction in pay.

Desirable Qualifications

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:

• Positive attitude and highly motivated.
• Have excellent customer service skills.
• Ability to analyze information and make decisions in a competent and timely manner.
• Ability to work well with others and maintain good interpersonal relationships.
• Excellent organizational skills.
• Ability to ask effective questions, evaluate information, apply guidelines and procedures, and make accurate and timely decisions.
• Ability to work independently with minimum supervision.
• Ability to handle mulitple priorities.
• Excellent verbal and written communication skills.
• Ability to maximize utilization of computers to accomplish daily tasks.
• Maintain regular and predictable attendance.

Benefits

Benefit information can be found on the CalHR website and the CalPERS

Statement of Qualifications Instructions

A Statement of Qualifications (SOQ) must be submitted for the hiring manager’s review and is considered the first interview for this position.  A SOQ summarizes your education, training, experience, and skills that qualify you for this position. If your qualifications are competitive, you will be invited to come in for an on-site interview.

Your SOQ must be at least one full page but less than two pages in length, and formatted using 12-point Arial font, single spacing, and one-inch margins. Additionally, your SOQ must contain your name and reference the position’s Job Control Number (JC) in the header.

The SOQ should specifically address:

1. Describe your experience, education, and working knowledge in client technology services and support.
2. Describe how you would monitor tickets to ensure the completion of requests within defined service-level agreements.
3. 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.
4. Describe the analytical steps you would take to troubleshoot, resolve, and document the completion of problem tickets and service requests.

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:

• 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 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 see "Statement of Qualifications Instructions" section below.