Senior Operations Engineer

Job Description and Duties

This position is limited term for 12 months but may be extended for an additional 12 months, not to exceed 2 years. This position may become Permanent/FT pending budget approval.

Under general direction of the Chief of IT Operations (ITM II), the Senior Operations Engineer (IT Specialist II) serves as a specialist on complex Information Technology (IT) systems and performs a variety of advance level tasks in connection with the analysis, installation, implementation and support of IT services and systems. This position serves as part of the 2nd and 3rd level support Service Desk, delivering expert-level technical assistance, resolving complex IT issues, managing escalated service desk tickets, and improving IT service delivery through process optimization efforts. The IT Specialist II answers customer calls, monitors, and responds to requests received through the IT helpdesk, documents, troubleshoots, and tracks service disruptions throughout the enterprise.

You will find additional information about the job in the .

Working Conditions

Persons appointed to this position must be reasonably expected to exert up to 10 lbs. of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects with or without reasonable accommodation. Involves sitting most of the time but may involve walking or standing for brief periods of time. Occasional/overnight travel up to 15% may be required.

Special Requirements

• Ability to maintain consistent attendance and demonstrate reliability, professionalism, and accountability.
• Ability to exercise initiative, sound judgment, and independent decision-making in a complex business environment.
• Commitment to providing responsive, high-quality customer service and building collaborative working relationships.
• Strong organizational and time-management skills with the ability to manage multiple priorities and meet competing deadlines.
• Ability to work independently and collaboratively as part of a team to achieve organizational objectives.
• Ability to analyze complex issues, identify solutions, and make recommendations involving varying levels of risk and impact.
• Ability to establish and maintain effective working relationships with all levels of staff, management, control agencies, vendors, and external stakeholders.
• Ability to communicate effectively and diplomatically, both orally and in writing, with technical and non-technical audiences.
• Ability to adapt to changing priorities, business needs, and organizational objectives in a dynamic work environment.
• Ability to maintain confidentiality and exercise discretion when handling sensitive procurement, contractual, financial, and personnel-related information.

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:

• ITIL 4 Foundation Certification or CompTIA A+ Certification.
• Experience with ITIL based service management guidelines and industry best practices.
• Previous experience in a help desk or technical support role.

• Strong knowledge of common operating systems (e.g., Windows, macOS) and software applications.
• Familiarity with hardware components, networking concepts, and troubleshooting techniques.
• Excellent customer service and communication skills, both verbal and written.
• Ability to handle multiple tasks and prioritize effectively in a fast-paced environment.

• Strong problem-solving and analytical skills.

Benefits

There are many benefits to joining our team!We offer competitive pay, advancement opportunities, upward mobility, work-life-balance, and for many positions, flexible hours and remote work options. The State of California offers a competitive and comprehensive benefits package, subject to eligibility, such as:

• Medical Benefits, including health , and vision insurance
• Deferred Compensation options: 401k and 457b
• (Vacation/Sick or Annual Leave)
• Paid Holidays
• (College Saving Account)
• School Loan forgiveness under the federal Public Service Loan Forgiveness Program

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

Additional Application Instructions

Using the online application system as specified in the announcement is the preferred method of applying for civil service job opportunities; however, applicants may instead apply by way of U.S. mail, parcel delivery or courier service, or in person, as set forth in this announcement.

All information regarding your employment history must be included on the State Employment Application STD. 678. Applications that are submitted blank or with “see resume” in place of duties performed or applications received without the following information for each job entry will be considered incomplete and will not be accepted:

• "To" and "from" dates (month/day/year)
• Hours worked per week
• Private sector job titles
• Supervisor name and phone number
• Job duties performed
• State employees must list the specific departments for which they worked and indicate the specific civil service classification titles held (not working titles).

Transcripts

If you are meeting minimum qualifications with education, you must include your unofficial transcripts for verification. Foreign transcripts must include official verification of U.S. equivalency prior to appointment by an organization found here.

Personal Identifying Information Please do not include your Social Security Number, date of birth, veteran status, personal photos, LEAP information, or any other personally identifying information on any documents in your application package.

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 required and must be included.