Technical Support Specialist

Job Description and Duties

Under the general supervision of the California Department of Technology (CDT), California Networks and Telecommunications (CALNET) program, Operations Section Information Technology Manager I (IT Mgr I), the Information Technology Associate (IT Assoc) serves as Point of Contact (POC) for onboarding newly awarded telecommunication contractors onto contracts with thousands of telecommunications services, including transitioning incumbent contractors from expiring telecommunication contracts to new CALNET contracts. The IT Assoc is responsible for oversight and ongoing contractor management to ensure compliance of CALNET contract business requirements. The IT Assoc participates in contractor and contract management activities, communications, and program policy responsibilities.

The IT Assoc performs analysis and recommendations critical to statewide telecommunications contracts and the CALNET program for telecommunications projects, risks, and issues. This position conducts and/or reviews analytical studies and surveys, and acts as a resource for CDT management, technical staff, contractors, customers, and other CALNET stakeholders to ensure customers receive telecommunication services to meet critical State business goals and requirements. The IT Assoc performs all work in accordance with CDT and CALNET Program visions, goals, objectives, policies and practices, California Government Code (GC), State Telecommunications Management Manual (STMM), State Contract Manual (SCM), State Administrative Manual (SAM), Federal Communications Commission (FCC), California Public Utilities Commission (CPUC) and other related laws and regulations.

This position is designated under the Conflict-of-Interest Code. The position is responsible for making or participating in the making of governmental decisions that may potentially have a material effect on personal financial interests. The appointee is required to complete Form 700 within 30 days of appointment. Failure to comply with the Conflict-of-Interest Code requirements may void the appointment.

Telework

This position is eligible for a hybrid work schedule within California based on departmental policy and operational needs. The telework policy is subject to change depending on business needs, and/or reporting to the work site may be required with minimal notification given.

Visa Sponsorship

The Department of Technology does not provide visa sponsorship and is not an E-Verify employer.

You will find additional information about the job in the .

Working Conditions

• Work independently and in a team environment.
• Work effectively with a wide variety of people and personality types at all organizational levels.
• Work productively via telework using video conferencing, or in-office settings, and work additional hours as needed (frequency varies).
• Work during off-shift hours to ensure timely program deliverables.
• Travel as needed (the most frequent travel is local; rare overnight trips).

Special Requirements

All interested applicants are required to submit a Statement of Qualifications (SOQ) . You must provide direct responses to each of the numbered items listed below. Each individual response must be numbered and include the full text of the numbered items prior to your response. Please include specific examples of your education, training, and/or experience. The SOQ header should include the Job Control # and “Statement of Qualifications”. Limit your SOQ to a maximum of three (3) pages, single-spaced, twelve-point Arial font. Applicants who do not follow these instructions may be disqualified from the selection process. Cover letters and résumés do not take the place of the SOQ.

The SOQ serves as a key component of the examination and hiring process and will be used to evaluate your qualifications, as well as your written communication skills. The SOQ is considered a writing sample and must clearly reflect your own knowledge, skills, abilities, and experience. While tools such as artificial intelligence (AI) (e.g., ChatGPT), internet resources, or third-party reviewers may assist with research or preparation, by submitting your application you certify that your SOQ is your original work, written in your own words, and accurately represents your background and qualifications. Failure to submit an SOQ that is your own work, including the use of AI-generated or substantially AI-assisted responses that misrepresent your abilities, may result in disqualification from the examination or hiring process. If such misrepresentation is discovered after appointment, it may constitute dishonesty and could result in adverse action, up to and including dismissal from State service.

1. Describe specific experience or training from your current or past positions in planning, coordinating, and/or facilitating large-scale meetings.

2. Describe specific customer service experience or training from your current or past positions.

3. Describe specific experience or training from your current or past positions in contractor management duties similar to those named in this position’s duty statement.

Do not submit the “Equal Employment Opportunity” questionnaire (page 5) with your completed state application (STD. 678) – F or exam use only.

Please do NOT include your Social Security Number on any of the submitted documents.

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:

• Knowledge of CALNET solicitations, contracts, directives, policies and practices.
• Knowledge of California Government Code (GC), State Telecommunications Management Manual (STMM), State Contract Manual (SCM), State Administrative Manual (SAM), and other related laws and regulations which apply to CALNET program and contracts.
• Knowledge of networking and telecommunications technologies, components, and processing environments.
• Knowledge of ITIL Service Delivery and Service Development Life Cycle (SDLC) concepts and best practices.
• Knowledge of lean principles and other process improvement methodologies.
• Knowledge of principles of public administration, organization and management.
• Ability to serve as a POC and liaison to build and maintain effective and productive business partnerships with contractors, customers, CDT staff and management.
• Effectively manage contractors, contractor meetings, and validate contractor deliverables.
• Provide quality customer service to internal and external customers.
• Ability to communicate effectively with a wide variety of individuals and audiences at different levels and with different backgrounds both inside and outside of the organization.
• Ability to analyze information, reason logically, identify and solve problems, draw valid conclusions and develop effective solutions.
• Conduct presentations to a variety of audiences.
• Ability to understand and interpret contract language and analyze financial information, including encumbrance, accrual, expenditure, and revenue data, to accurately reconcile financial reports. Proficient in MS Office Suite including Word, Excel, Project, PowerPoint, SharePoint and Visio.
• Ability to demonstrate initiative, flexibility, sound judgement, professionalism, and tact when working independently and collaboratively to resolve issues, adapt to changing priorities, and achieve program objectives.
• Ability to organize and prioritize workload, exercise sound judgement, effectively manage multiple projects and assignments concurrently, and meet deadlines while adapting to changing priorities and requirements.
• Ability to communicate effectively verbally and in writing as appropriate for the needs of the audience.
• Demonstrate sound work ethic, reliability, regular attendance, and punctuality

Benefits

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.

Applicants who wish to submit hard copy applications shall use the most current version of the State Application (STD. 678) revised 10/2023. The position number and job control number must be identified in the job title line of the STD 678 (these numbers will auto-populate in the job title of the STD 678 if submitting an electronic application through CalCareers Account). The hard copy application MUST be signed. Applicants who fail to submit the most current version of the STD. 678 may be disqualified.

Note: Applications MUST include the “From dates“ and “To” dates, “Hours Per Week”, and “Duties Performed” fields for all job listed in the “Employment History” fields, and contact names and phone numbers of supervisors. State employees must list the specific departments for which they worked and indicate the specific civil service classification titles held (not working titles). Applications that are submitted blank will be considered incomplete. Reference to a resume in place of a description of the duties will not be accepted. Failure to submit a completed STD 678 may result in you being screened out. Only the most qualified candidates will be invited to an interview.

Please note that the CalCareer system will not allow you to make changes to your application information once it is submitted. For all other questions regarding your CalHR CalCareer account, you may contact the CalCareer Unit at View phone number on us.fitly.work.

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.
• Statement of Qualifications -

  Required. Please see “Special Requirements” section for further information.

• Other - If you are using EDUCATION to meet the minimum qualifications for this classification, you MUST provide your unofficial transcripts as proof of meeting the education requirements as listed in the Classification Specification (please see the Class Specification located under “Minimum Requirements” on the left -hand side of this job posting). Applicants who completed their education outside of the United States (with foreign degrees/transcripts) must provide a foreign transcript evaluation. The transcript evaluation must state the number of units to which foreign coursework is equal. Foreign education evaluation services can be found at Official transcripts and official foreign degree transcripts will be required prior to appointment. If you are not using education to qualify for this classification, you do not need to submit transcripts. To bypass the required document, select Choose/Upload and select Bypass File.