Customer Service Technician

Job Description and Duties

This position supports the California Department of Public Health’s (CDPH) mission and strategic plan by creating customer focused solutions that are responsive and agile; supporting a modern infrastructure, tools, architecture, and standards; to effectively provide efficient services following service level agreements. The Information Technology Services Division (ITSD) leverages data and technology to create sustainability across CDPH by creating efficient solutions that meet customer expectations and reduce waste. As well as, creating innovative solutions, strengthening partnerships and collaborations, and embracing technology.

The incumbent works under the general supervision of the Information Technology Supervisor II, Unit Chief in the Customer Service Section (CSS). The Information Technology Associate (ITA) is responsible for providing first-level Information Technology (IT) support for all CDPH employees, who may include, both state and contract staff. The ITA provides the overall installation, maintenance, and administration of IT resources in support of a centralized IT environment, working for the CSS, within the Data Center Operations Services Branch.

The ITA diagnoses and resolves hardware, software, connectivity issues, and provides support for GenAI productivity tools. The ITA prioritizes their work, resolves hardware/software and connectivity issues, and elevates issues to higher level support staff. The ITA assists in the support of the day-to-day operations and maintenance of all IT hardware, software, and peripherals. The ITA must adhere to state IT standards and policies at both the Department and state level. 

This position involves occasional travel, up to 5%, for site visit or meeting.

The ITA performs duties in the Client Services and Software Engineering domains.

In July 2025, the State of California implemented the Personal Leave Program (PLP) 2025. This program temporarily reduces employees’ monthly base pay in exchange for paid leave credits. This position is subject to PLP 2025 and will have a monthly base pay reduction of 3% in exchange for 5 hours of leave credits through June 2027. The salary ranges shown on this job posting do not reflect the salary reduction.

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

You will find additional information about the job in the .

Working Conditions

Telework Information :

The amount of telework permitted is at the discretion of the Department and is subject to change, consistent with CDPH’s Telework Program. All employees who telework are required to be California residents in accordance with Government Code 14200. Candidates who reside outside of the state of California may be interviewed; however, the selected candidate must have a primary residency in the state of California prior to appointment (and continue to maintain California residency) as a condition of employment. Failure to meet this requirement may result in the job offer being rescinded.

Business travel may be required, and reimbursement considers an employee’s designated headquarters office subject to regulations and bargaining unit contract provisions. All commute expenses to the designated headquarters office will be the responsibility of the selected candidate.

The headquarters office location for this position is identified in the attached duty statement.

Special Requirements

For experience/education to qualify during the application screening process, and to ensure that minimum qualifications can be determined, applicants should include all employment history on the Employment Application (STD 678) and/or Resume, including detailed job descriptions, hours worked per week , and start/end dates (MM/DD/YYYY) . Application packages without this information will experience delayed processing times and your eligibility for this position may be impacted.

A completed State application (STD. 678) and any other relevant documents (e.g., unofficial transcript, copy of degree, resume, etc.) should be submitted electronically via your CalCareers Account. Please reference Job Control #530524 and indicate the basis of your eligibility in the Examination(s) or Job Title(s) section. SROA and surplus candidates should submit a copy of their letter with their application. Please remove any confidential information (i.e., social security number, date of birth) from your documents prior to submission.

Complete Application Packages (including your Examination/Employment Application (STD 678) and applicable or required documents) must be submitted to apply for this Job Posting. Application Packages may be submitted electronically through your CalCareers Account at Submitting an electronic application through your CalCareers account is strongly recommended since electronic applications will be received/processed faster than other methods of filing. Please submit only one application.

If you are unable to submit your application electronically through your CalCareers account, please email View email address on us.fitly.work for assistance and a CDPH Human Resources Division staff member will contact you to assist with the online application process or, a hard copy application package may be submitted through an alternative method as explained in the How to Apply section below. When submitting your application in hard copy, a completed copy of the Application Package listing must be included.

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:

• Proficiency in troubleshooting and resolving hardware, software, and peripheral issues in a help desk or IT support environment.
• Experience with configuring and maintaining workstation hardware, printers, and networking peripherals.
• Familiarity with enterprise-level software deployment, updates, and patch management.
• Knowledge of remote access tools and environments (e.g., Citrix).
• Understanding of network fundamentals.
• Ability to manage user accounts, permissions, and group policies in Active Directory or similar systems.
• Strong analytical skills to assess and resolve technical issues efficiently.
• Ability to document and contribute to knowledge bases and procedural documentation.
• Experience identifying process improvement opportunities and recommending solutions.
• Excellent verbal and written communication skills for interacting with staff at all levels.
• Demonstrated ability to provide clear, courteous, and effective customer support.
• Experience using communication tools such as Microsoft Teams, email, and ticketing systems.
• Ability to produce clear, accurate, and well - structured troubleshooting documentation within ticket notes.
• Experience supporting field offices and coordinating on-site technical support.
• Familiarity with IT governance, compliance standards, and security protocols.
• Demonstrated proficiency in supporting and resolving issues related to GenAI tools.

Benefits

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

Supplemental Questionnaire (SQ) Instructions:

Place your name and the position number you are applying for at the top right of the Supplemental Questionnaire document. Please use 12-pt Arial font, with 1-inch margins, not to exceed 2 pages.

Answers should be numbered to match the question. Bullet points may be used only to list tools, systems, or specific tasks.

1. Describe your experience providing first-level technical support in a fast-paced help desk environment. Include examples of the types of issues you resolved and the tools or systems you used.

2. Can you describe an instance where you helped a user work through an issue involving GenAI tools? How did you approach the situation, and what was the final outcome?

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.
• Other - Please see Supplemental Questionnaire instructions below at end of posting . Any applications received that do not provide a written response to the SQ may be rejected .