Incident Management Lead

Job Description And Duties Under the direction of the Information Technology Supervisor II, within the Office of Information Services Technical Support Unit, the Information Technology Specialist I (ITS I) manages, tracks and assigns the Department’s reported incidents to the appropriate technical teams through the ServiceNow platform. The ITS I also serves as a lead for the technical teams, acts as the subject matter expert for incident resolution, and functions as a liaison between Department users and management. The incumbent follows established policies, procedures, and standards while supporting IT Asset Management (ITAM), Software Asset Management (SAM), server and virtualization environments, and end‑user device imaging and deployment. All DIR employees are expected to conduct themselves in a professional manner that demonstrates respect for all employees and others they come in contact with during work hours, during work‑related activities, and anytime they represent the Department. Additionally, all DIR employees are responsible for promoting a safe and secure work environment, free from discrimination, harassment, inappropriate conduct, or retaliation. Working Conditions This position is located at: 1515 Clay Stree, Suite 401, Oakland, CA 94612. The ITechnology Specialist I will work in an open‑spaced, partitioned office environment, climate‑controlled, high‑rise office building under natural and artificial light in downtown Oakland, CA within walking distance of public transportation. The job involves substantial computer work, including document creation, research, email correspondence, and other related tasks. The ITS I may perform other duties (commensurate with this classification) as assigned, including work in other functional areas to cover during absences, equalizing work periods or otherwise balancing the workload. Special Requirements Describe your experience configuring, installing, troubleshooting, and resolving hardware and software issues. Describe the analytical steps you would take to troubleshoot, resolve, and document the completion of a service request. Provide a work assignment/project that you completed and demonstrated your ability to plan, research, and solve technical problems. Be able to maintain a professional attitude when providing IT services with attention to detail and effective organizational skills. Demonstrate effective oral and written communication skills. Travel to department remote sites, including CDT’s Data Center (TMS). DIR does not participate in E‑Verify. Equal Opportunity Employer The State of California is an equal opportunity employer to all, regardless of age, ancestry, color, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding and related medical conditions), and sexual orientation. It is an objective of the State of California to achieve a drug‑free work place. Any applicant for state employment will be expected to behave in accordance with this objective because the use of illegal drugs is inconsistent with the law of the State, the rules governing Civil Service, and the special trust placed in public servants. #J-18808-Ljbffr California Department of Industrial Relations