Service Desk Technician

Job Description and Duties

Under general supervision of the Information Technology Services Division (ITSD) Service Desk & Field Support Information Technology (IT) Supervisor II, the Service Desk Technician will serve as a member of the IT Service Desk and will provide technical and administrative support for the California State Lottery's (Lottery) end user computing devices and office productivity software. The duties for this position are focused in the Client Services domain; however, work may be assigned in other domains as needed.

This position requires a current Information Technology Associate exam. If you need to take the exam or if your score has expired, click to gain list eligibility.

This position is headquartered in Sacramento and is eligible for a hybrid telework schedule. Employees must be able to report to their assigned headquarters office as assigned. Travel expense to and from the assigned headquarters are the responsibility of the employee. Eligibility for telework requires the employee to reside in California per California Government Code Section 14200 which states: “telecommuting means the partial or total substitution of computers or telecommunication technologies, or both, for the commute to work by employees residing in California.

When choosing a state organization to work for, there are a lot of options. Why choose the California State Lottery?

People are drawn to the Lottery because we :

• Are an energetic, creative, and talented team

• Value diversity and inclusion in the workplace 

• Empower team members to bring their knowledge, expertise, and innovation

• Recognize individual and team contributions

• Support the importance of work-life balance

• Invest in the professional development of our team members

• Are dedicated to preserving our environment by lowering our carbon footprint

May consider a Training & Development assignment.

All Experience and Education relating to the Minimum Qualifications listed on the Classification Specification should be included to clearly demonstrate how you meet the Minimum Qualifications for the position on your State Application (STD Form 678). The application should also clearly demonstrate the candidate’s ability to meet the Desirable Qualifications identified in this job advertisement. The Classification Specification is located on this Job Announcement Posting under "Minimum Requirements."

It is highly recommended that you apply online using your CalCareers account. It is not necessary to return the contact letter if you applied electronically. Please ensure to monitor your email and/or CalCareers account for communication associated with your application submission.

Effective July 1, 2025, specific Bargaining Units and associated Excluded State employees are subject to a salary reduction between 2% - 4.62% in exchange for hours for Personal Leave hours each month. For more details, please click  to visit the California Department of Human Resources (CalHR) website.
The Lottery is less than 30 minutes from all that Downtown Sacramento has to offer. Amenities include an onsite restaurant, free gym, close to the light rail station, electric car charging stations, and free parking!! Apply today to join a dynamic organization that is not only passionate about its mission, but also its people!!

You will find additional information about the job in the .

Working Conditions

a. Schedule: This position supports the Lottery during normal business hours from 8:00 a.m. to 5:00 p.m. unless otherwise approved by the unit manager. May require occasional work after hours, on weekends, and on holidays.

b. Travel: Statewide overnight travel may be required.

c. Other: This position may be required to carry a Lottery issued cell phone. This position may be required to be reachable outside of normal business hours.

Special Requirements

• The California State Lottery Act provides that no person may be hired as an employee of the Commission if that person has been convicted of a felony or any gambling related offense.
• The position requires a Background Investigation be cleared prior to being hired.
• If you are basing your eligibility on education, (), provide your transcripts and/or diploma. Applicants with foreign transcripts must provide a transcript evaluation that indicates the number of units to which the foreign course work is equivalent. Transcripts and evaluations may be unofficial; official transcripts will be requi red upon appointment. Please redact birthdates and social security numbers.

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:

• Experience working on an IT Service Desk or within an IT Call Center environment.
• Experience working on and troubleshooting IT equipment using remote tools.
• Strong customer service skills, working with various users at all levels to address and resolve IT needs.
• Strong communication, analytical, organizational, and interpersonal skills.
• Ability to develop quality documentation that clearly articulates solutions.
• Experience using Microsoft Operating Systems.
• Experience configuring, deploying and supporting PCs, hardware, software, operating systems, peripherals, and mobile devices.

Benefits

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

Statement of Qulifications

A Statement of Qualifications (SOQ) is a narrative discussion of how your education, training, experience, knowledge, skills, and abilities meet the minimum qualifications for this position. The SOQ serves as a document of the candidate's ability to present information clearly and concisely in writing and should be typed, no more than 2 pages in length, and in 10-point font or above. Resumes and Cover Letters do not take the place of the SOQ. The SOQ should specifically address each of the questions in the order they are presented. Applicants who fail to submit the SOQ or who do not follow the instructions of the SOQ will not be considered.

1. How does your knowledge and experience make you an ideal candidate for the Service Desk Technician position within the Information Technology Services Division at the California State Lottery? In your response, describe the skills you feel it takes to excel as a Service Desk Technician.

2. How do you define good customer service? Please include specifics that demonstrate how you deliver good customer service on a day-to-day basis for an IT Service organization.

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 below.