Technical Support Specialist

Job Description and Duties

This position has been previously advertised. If you have already submitted an application , it is not necessary to re-apply.

Under direction of the Information Technology Supervisor II (IT Sup II), the Information Technology Specialist I (IT Spec I) will be responsible for providing support to internal and external customers performing a high degree of technical troubleshooting and network analysis, coordinating incident resolution efforts with internal service teams and external vendor staff, and using multiple system utilities to obtain and analyze environment data. The IT Spec I performs a broad range of technical functions requiring extensive experience with a variety of systems, including mainframe systems, servers, networks and associated system applications, utilities and monitoring software. The IT Spec I provides technical guidance to staff and customers, demonstrating strong communication and excellent customer service skills while ensuring effective issue resolutions and knowledge sharing.

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.

Effective July 1, 2025, State employees are subject to a salary reduction of three percent in exchange for five hours per month of the Personal Leave. Personal Leave Program: Effective July 1, 2025, state employees are subject to temporary wage reductions in exchange for Personal Leave Program (PLP) accruals. The specific rate and hours earned were negotiated and agreed upon by each bargaining unit. The actual monetary impact of these temporary reductions can vary based on your bargaining unit and/or federal and state tax withholdings. For additional information please visit Human Resources Manual - CalHR

You will find additional information about the job in the .

Working Conditions

CA Residency:

Candidates who reside outside of the State of California may be admitted to the job interview. However, upon a job offer, candidates must provide proof of residence in California prior to their appointment becoming effective, or the offer may be rescinded.

• Must pass a fingerprint background criminal record check completed by the Department of Justice (DOJ) and the Federal Bureau of Investigation (FBI).
• May be required to work occasional off schedule hours.
• May be required to occasionally work overtime.
• May be required to carry pager or cell phone.
• Requires consistent and regular attendance.

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 #, your name, “Statement of Qualifications” and your response. Resumes, cover letters and other material will not take the place of the required SOQ. Applications without an SOQ will not be considered. Your response to the SOQ should be no more than three (3) pages in length, formatted in 12pt Arial font, and should have a one-inch margin.

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. Mainframe Experience: This role involves working extensively in a mainframe environment. Please describe your experience with mainframe systems, including any specific platforms, tools, or responsibilities you've had.
2. ServiceNow or Ticketing System Experience: This role requires the use of the ServiceNow ticketing system. Please are your experience with ServiceNow or any other IT service management or ticketing platforms you've worked with.
3. Training Experience: This role includes responsibilities for training peers and staff. Please describe your experience in delivering training or mentoring others in any professional setting.

Do not submit the “Equal Employment Opportunity” questionnaire (page 5) with your completed state application (STD. 678) – For 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:

• ITIL Certification and/or Network+ Certification.
• Experience with monitoring tools.
• Working knowledge of z/OS, JES2 and/or JES3 commands along with miscellaneous system tools or applications, such as TSO, ISPF, ESP, IOF, FTP, CUST, REXX, etc.
• Experience and extensive knowledge with TCP/IP, command line utilities, and troubleshooting activities.
• Knowledge of, and experience with Server and/or Network administration, including authentication and security.
• Knowledge of JCL and procedures.
• Knowledge of z/OS workload types and workflow, including major categories of interactive/batch jobs.
• Knowledge and experience with System Automation for z/OS.
• Ability to develop and maintain the knowledge and skills necessary to perform technical support and Service Desk-related tasks, using troubleshooting methods, technical resources, reference material, and diagnostic tools to identify incidents.
• Experience with system, network, or application troubleshooting.
• Experience working with ITSM software (e.g. ServiceNow, SharePoint, Microsoft Teams, Footprints, Cherwell) in the documentation and management of workload.
• Knowledge of, and experience in Server Patching.
• Thorough understanding of IT processes (ITIL, SDLC, PMBOK, BABOK).
• Ability to communicate effectively (verbally and in writing, as appropriate) in dealing with the public and/or other employees.
• Ability to communicate professionally and work effectively with all levels of management, staff, customer departments, and vendors.
• Ability to work independently and as a team lead within a collaborative team environment.
• Creative, self-motivated, and able to work with minimal instruction.
• Dependable and a history of excellent attendance.
• Ability to develop and maintain knowledge and skills related to specific tasks, methodologies, materials, tools, and equipment.
• Ability to complete assignments in a timely, effective, and efficient manner.
• Ability to adhere to all policies and procedures regarding attendance, leave, and conduct.
• Ability to explain complex technologies, processes, and products to customers.
• Ability to generate complex technical documentation.
• Strong communication, organizational abilities, and well-developed interpersonal skills.

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 -