State of California
Service Desk and Field Support Lead
State of California, Sacramento, California, United States, 95828
Per CCR 249.3, this job control may be used to fill subsequent vacancies.
The Information Technology Specialist I serves as the Service Desk and Field Support Lead within the Customer Support and Services Section (CSSS) of the Information Technology Services Division (ITSD), under the direction of the Information Technology Manager I.
This position performs a wide range of complex analytical tasks to support the California Department of Food and Agriculture's desktop computing environment and field operations. The IT Specialist I leads service desk and field support efforts, including the deployment, maintenance, and reclamation of IT hardware and software; configuration and troubleshooting of network and audiovisual (AV) systems; and coordination of IT support during agricultural emergencies. The role also includes mentoring team members, improving service delivery processes, and ensuring compliance with security and asset management policies. The position operates primarily within the Client Services and Business Technology Management domains and requires adaptability to shifting priorities and a commitment to continuous improvement.
The incumbent must demonstrate strong initiative, sound judgment, and the ability to work independently while maintaining effective working relationships with staff, vendors, and stakeholders. They must communicate effectively, both orally and in writing, and conduct themselves professionally when interacting with employees, contractors, and external partners. The incumbent is expected to maintain up-to-date knowledge and skills related to IT tools, systems, and methodologies, complete assignments efficiently and accurately, and adhere to departmental policies and procedures regarding attendance, leave, and conduct.
Candidates may perform these essential functions with or without reasonable accommodation.
You will find additional information about the job in the Duty Statement .
Working Conditions
The duties of this position are primarily conducted indoors in an office environment. The incumbent will have a workstation with modular furniture, an adjustable rolling chair, a computer with various software programs, a telephone with voicemail, and stationary filing drawers and bins. The position requires the ability to sit for extended periods of time and operate a personal computer utilizing a mouse and keyboard.
The incumbent must be able to give presentations, participate at meetings, and interact with other staff. They must also be able to: push buttons on a keyboard, calculator, photocopy machine, facsimile machine, and telephone; grasp papers, small objects, and manuals; access upper and lower files and cabinets; and exert up to 15 lbs. of force occasionally and/or a negligible amount of force frequently in order to move or position objects.
Travel to various CDFA facilities and sites throughout the state as needed using various means of transportation systems; overnight stays, weekend, and off-shift work may be required.
Regular or recurring telework may occur as part of the incumbent's ongoing regular schedule in accordance with CDFA's Telework Policy.
Minimum Requirements
You will find the Minimum Requirements in the Class Specification. INFORMATION TECHNOLOGY SPECIALIST I Additional Documents
Job Application Package Checklist Duty Statement
Position Details
Job Code #: JC-494318
Position #(s): 014-007-1402-001
Working Title: Service Desk and Field Support Lead
Classification: INFORMATION TECHNOLOGY SPECIALIST I $6,513.00 - $8,729.00 A $7,163.00 - $9,599.00 B $7,864.00 - $10,537.00 C New to State candidates will be hired into the minimum salary of the classification or minimum of alternate range when applicable.
# of Positions: 1
Work Location: Sacramento County
Telework: Hybrid
Job Type: Permanent, Full Time
Department Information The Information Technology Services Division (ITSD) is responsible for the oversight and management of all information technology and telecommunications activities including, but not limited to, information technology, information security, and telecommunications personnel, contractors, systems, assets, projects, purchases, and contracts. ITSD is tasked with ensuring compliance with state information technology policy and conformance to state information technology and telecommunications policy and enterprise architecture. The range of services that ITSD provides encompasses the areas of Technology Governance, Applications Development Services, Customer Support and Services, IT Infrastructure Operations, Enterprise Architecture, Procurement, and Information Security. ITSD provides IT services to over 2,000 employees in eight major program areas as well as executive and administrative staff distributed over 100 locations throughout the state.
Special Requirements
The position(s) require(s) a valid California Drivers License (CDL). You must answer the questions addressing your CDL on your application. Ensure you provide your CDL number, class, expiration date, and any endorsements and/or restrictions.
Applicants are required to submit a Statement of Qualifications (SOQ) in addition to completing a standard State application (Examination/Employment Application STD 678).The SOQ is designed to gather detailed information about each candidate's qualifications and experience as they relate to the responsibilities of this position.
The completed SOQ must be no more than two (2) pages in length, single-spaced, using 12-point Verdana font. Submissions must be formatted on standard U.S. Letter-sized paper (8.5" x 11") with 1-inch margins on all sides.
The SOQ must address the three (3) numbered items below:
1. Describe your experience leading or coordinating IT service desk and field support operations. In your response, include examples.
2. Explain your approach to deploying and maintaining IT hardware and software in a distributed enterprise environment.
3. Describe your experience supporting IT operations during emergency situations, such as agricultural outbreaks or other critical incidents.
Application Instructions Completed applications and all required documents must be received or postmarked by the Final Filing Date in order to be considered. Dates printed on Mobile Bar Codes, such as the Quick Response (QR) Codes available at the USPS, are not considered Postmark dates for the purpose of determining timely filing of an application. Final Filing Date: 10/17/2025 Who May Apply Individuals who are currently in the classification, eligible for lateral transfer, eligible for reinstatement, have list or LEAP eligibility, are in the process of obtaining list eligibility, or have SROA and/or Surplus eligibility (please attach your letter, if available). SROA and Surplus candidates are given priority; therefore, individuals with other eligibility may be considered in the event no SROA or Surplus candidates apply.
Applications will be screened and only the most qualified applicants will be selected to move forward in the selection process. Applicants must meet the Minimum Qualifications stated in the Classification Specification(s).
How To Apply 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 CalCareer Account at www.CalCareers.ca.gov. When submitting your application in hard copy, a completed copy of the Application Package listing must be included. If you choose to not apply electronically, a hard copy application package may be submitted through an alternative method listed below:
Address for Mailing Application Packages
You may submit your application and any applicable or required documents to:
Department of Food & Agriculture Attn: Human Resource Branch JC-494318 1220 N Street, Room 242
Sacramento , CA 95814
Address for Drop-Off Application Packages
You may drop off your application and any applicable or required documents at:
Department of Food & Agriculture
Human Resource Branch JC-494318 1220 N Street, Room 242
Sacramento , CA 95814 ELECTRONIC APPLICATION IS PREFERRED. All mail or drop-off applications must include JC-494318 08:00 AM - 05:00 PM
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 www.CalCareers.ca.gov. 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 - A completed Statement of Qualifications (SOQ) must be submitted with your State Application to be considered. The SOQ must follow the specifics as stated in the "Special Requirements" section.
Applicants requiring reasonable accommodations for the hiring interview process must request the necessary accommodations if scheduled for a hiring interview. The request should be made at the time of contact to schedule the interview. Questions regarding reasonable accommodations may be directed to the EEO contact listed on this job posting.
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:
• IT service desk operations, including ticket triage, escalation, and resolution workflows.
• Field support practices for deploying, maintaining, and reclaiming IT hardware and software.
• IT asset management principles, including inventory tracking and lifecycle management.
• Network setup and troubleshooting, including routers, switches, and wireless access points.
• Microsoft Active Directory and user account lifecycle management.
• Remote and on-site support tools and techniques.
• Audiovisual (AV) systems setup, configuration, and troubleshooting.
• Emergency response protocols for IT support during agricultural or statewide incidents.
• State IT policies, procedures, and compliance requirements.
• Documentation standards for service delivery, asset tracking, and knowledge base articles.
Ability to:
• Lead and mentor a team of service desk and field support staff.
• Coordinate and execute IT support during emergency incidents, including travel and overnight stays.
• Install, configure, and maintain desktops, laptops, printers, and peripheral devices.
• Plan and implement system upgrades and migrations with minimal disruption.
• Communicate effectively with technical and non-technical staff, both verbally and in writing.
• Analyze customer feedback and operational data to improve service quality.
• Develop and maintain contingency plans for IT support continuity.
• Manage multiple priorities and service requests in a fast-paced environment.
• Provide strategic input on training needs and process improvements.
• Foster a culture of continuous learning and professional development.
Benefits
Benefit information can be found on the CalHR website and the CalPERS website.
Contact Information The Hiring Unit Contact is available to answer questions regarding the position or application process. Hiring Unit Contact: Rudy Martinez (916) 208-0046 rudy.martinez@cdfa.ca.gov
Please direct requests for Reasonable Accommodations to the interview scheduler at the time the interview is being scheduled. You may direct any additional questions regarding Reasonable Accommodations or Equal Employment Opportunity for this position(s) to the Department's EEO Office. EEO Contact: Office of Civil Rights (916) 654-1005 Civil_Rights@cdfa.ca.gov California Relay Service: 1-800-735-2929 (TTY), 1-800-735-2922 (Voice) TTY is a Telecommunications Device for the Deaf, and is reachable only from phones equipped with a TTY Device.
Hard Copy Applications
If you are dropping off or mailing in your application, please use the Examination/Employment Application, STD 678 Revised 06/2024 version.
Additional Information
Please do not include any confidential information such as social security number, marital status, ethnicity, age, salary or disability information on any of the documentation uploaded with your online application.
If the classification you are applying for has an education requirement, transcripts will be required to verify you meet the minimum qualifications of the classification. Please be sure to redact any confidential information before uploading your transcripts.
Upon hire you may be required to provide official sealed transcripts or an original degree or certificate.
Applicants with foreign degrees may be asked to provide an official foreign transcript evaluation which indicates course work is equivalent to a degree from an accredited U.S. College or University.
This position may require a medical clearance.
Equal Opportunity Employer The State of California is an equal opportunity employer to all, regardless of age, ancestry, color, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding and related medical conditions), and sexual orientation.
It is an objective of the State of California to achieve a drug-free work place. Any applicant for state employment will be expected to behave in accordance with this objective because the use of illegal drugs is inconsistent with the law of the State, the rules governing Civil Service, and the special trust placed in public servants.
The Information Technology Specialist I serves as the Service Desk and Field Support Lead within the Customer Support and Services Section (CSSS) of the Information Technology Services Division (ITSD), under the direction of the Information Technology Manager I.
This position performs a wide range of complex analytical tasks to support the California Department of Food and Agriculture's desktop computing environment and field operations. The IT Specialist I leads service desk and field support efforts, including the deployment, maintenance, and reclamation of IT hardware and software; configuration and troubleshooting of network and audiovisual (AV) systems; and coordination of IT support during agricultural emergencies. The role also includes mentoring team members, improving service delivery processes, and ensuring compliance with security and asset management policies. The position operates primarily within the Client Services and Business Technology Management domains and requires adaptability to shifting priorities and a commitment to continuous improvement.
The incumbent must demonstrate strong initiative, sound judgment, and the ability to work independently while maintaining effective working relationships with staff, vendors, and stakeholders. They must communicate effectively, both orally and in writing, and conduct themselves professionally when interacting with employees, contractors, and external partners. The incumbent is expected to maintain up-to-date knowledge and skills related to IT tools, systems, and methodologies, complete assignments efficiently and accurately, and adhere to departmental policies and procedures regarding attendance, leave, and conduct.
Candidates may perform these essential functions with or without reasonable accommodation.
You will find additional information about the job in the Duty Statement .
Working Conditions
The duties of this position are primarily conducted indoors in an office environment. The incumbent will have a workstation with modular furniture, an adjustable rolling chair, a computer with various software programs, a telephone with voicemail, and stationary filing drawers and bins. The position requires the ability to sit for extended periods of time and operate a personal computer utilizing a mouse and keyboard.
The incumbent must be able to give presentations, participate at meetings, and interact with other staff. They must also be able to: push buttons on a keyboard, calculator, photocopy machine, facsimile machine, and telephone; grasp papers, small objects, and manuals; access upper and lower files and cabinets; and exert up to 15 lbs. of force occasionally and/or a negligible amount of force frequently in order to move or position objects.
Travel to various CDFA facilities and sites throughout the state as needed using various means of transportation systems; overnight stays, weekend, and off-shift work may be required.
Regular or recurring telework may occur as part of the incumbent's ongoing regular schedule in accordance with CDFA's Telework Policy.
Minimum Requirements
You will find the Minimum Requirements in the Class Specification. INFORMATION TECHNOLOGY SPECIALIST I Additional Documents
Job Application Package Checklist Duty Statement
Position Details
Job Code #: JC-494318
Position #(s): 014-007-1402-001
Working Title: Service Desk and Field Support Lead
Classification: INFORMATION TECHNOLOGY SPECIALIST I $6,513.00 - $8,729.00 A $7,163.00 - $9,599.00 B $7,864.00 - $10,537.00 C New to State candidates will be hired into the minimum salary of the classification or minimum of alternate range when applicable.
# of Positions: 1
Work Location: Sacramento County
Telework: Hybrid
Job Type: Permanent, Full Time
Department Information The Information Technology Services Division (ITSD) is responsible for the oversight and management of all information technology and telecommunications activities including, but not limited to, information technology, information security, and telecommunications personnel, contractors, systems, assets, projects, purchases, and contracts. ITSD is tasked with ensuring compliance with state information technology policy and conformance to state information technology and telecommunications policy and enterprise architecture. The range of services that ITSD provides encompasses the areas of Technology Governance, Applications Development Services, Customer Support and Services, IT Infrastructure Operations, Enterprise Architecture, Procurement, and Information Security. ITSD provides IT services to over 2,000 employees in eight major program areas as well as executive and administrative staff distributed over 100 locations throughout the state.
Special Requirements
The position(s) require(s) a valid California Drivers License (CDL). You must answer the questions addressing your CDL on your application. Ensure you provide your CDL number, class, expiration date, and any endorsements and/or restrictions.
Applicants are required to submit a Statement of Qualifications (SOQ) in addition to completing a standard State application (Examination/Employment Application STD 678).The SOQ is designed to gather detailed information about each candidate's qualifications and experience as they relate to the responsibilities of this position.
The completed SOQ must be no more than two (2) pages in length, single-spaced, using 12-point Verdana font. Submissions must be formatted on standard U.S. Letter-sized paper (8.5" x 11") with 1-inch margins on all sides.
The SOQ must address the three (3) numbered items below:
1. Describe your experience leading or coordinating IT service desk and field support operations. In your response, include examples.
2. Explain your approach to deploying and maintaining IT hardware and software in a distributed enterprise environment.
3. Describe your experience supporting IT operations during emergency situations, such as agricultural outbreaks or other critical incidents.
Application Instructions Completed applications and all required documents must be received or postmarked by the Final Filing Date in order to be considered. Dates printed on Mobile Bar Codes, such as the Quick Response (QR) Codes available at the USPS, are not considered Postmark dates for the purpose of determining timely filing of an application. Final Filing Date: 10/17/2025 Who May Apply Individuals who are currently in the classification, eligible for lateral transfer, eligible for reinstatement, have list or LEAP eligibility, are in the process of obtaining list eligibility, or have SROA and/or Surplus eligibility (please attach your letter, if available). SROA and Surplus candidates are given priority; therefore, individuals with other eligibility may be considered in the event no SROA or Surplus candidates apply.
Applications will be screened and only the most qualified applicants will be selected to move forward in the selection process. Applicants must meet the Minimum Qualifications stated in the Classification Specification(s).
How To Apply 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 CalCareer Account at www.CalCareers.ca.gov. When submitting your application in hard copy, a completed copy of the Application Package listing must be included. If you choose to not apply electronically, a hard copy application package may be submitted through an alternative method listed below:
Address for Mailing Application Packages
You may submit your application and any applicable or required documents to:
Department of Food & Agriculture Attn: Human Resource Branch JC-494318 1220 N Street, Room 242
Sacramento , CA 95814
Address for Drop-Off Application Packages
You may drop off your application and any applicable or required documents at:
Department of Food & Agriculture
Human Resource Branch JC-494318 1220 N Street, Room 242
Sacramento , CA 95814 ELECTRONIC APPLICATION IS PREFERRED. All mail or drop-off applications must include JC-494318 08:00 AM - 05:00 PM
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 www.CalCareers.ca.gov. 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 - A completed Statement of Qualifications (SOQ) must be submitted with your State Application to be considered. The SOQ must follow the specifics as stated in the "Special Requirements" section.
Applicants requiring reasonable accommodations for the hiring interview process must request the necessary accommodations if scheduled for a hiring interview. The request should be made at the time of contact to schedule the interview. Questions regarding reasonable accommodations may be directed to the EEO contact listed on this job posting.
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:
• IT service desk operations, including ticket triage, escalation, and resolution workflows.
• Field support practices for deploying, maintaining, and reclaiming IT hardware and software.
• IT asset management principles, including inventory tracking and lifecycle management.
• Network setup and troubleshooting, including routers, switches, and wireless access points.
• Microsoft Active Directory and user account lifecycle management.
• Remote and on-site support tools and techniques.
• Audiovisual (AV) systems setup, configuration, and troubleshooting.
• Emergency response protocols for IT support during agricultural or statewide incidents.
• State IT policies, procedures, and compliance requirements.
• Documentation standards for service delivery, asset tracking, and knowledge base articles.
Ability to:
• Lead and mentor a team of service desk and field support staff.
• Coordinate and execute IT support during emergency incidents, including travel and overnight stays.
• Install, configure, and maintain desktops, laptops, printers, and peripheral devices.
• Plan and implement system upgrades and migrations with minimal disruption.
• Communicate effectively with technical and non-technical staff, both verbally and in writing.
• Analyze customer feedback and operational data to improve service quality.
• Develop and maintain contingency plans for IT support continuity.
• Manage multiple priorities and service requests in a fast-paced environment.
• Provide strategic input on training needs and process improvements.
• Foster a culture of continuous learning and professional development.
Benefits
Benefit information can be found on the CalHR website and the CalPERS website.
Contact Information The Hiring Unit Contact is available to answer questions regarding the position or application process. Hiring Unit Contact: Rudy Martinez (916) 208-0046 rudy.martinez@cdfa.ca.gov
Please direct requests for Reasonable Accommodations to the interview scheduler at the time the interview is being scheduled. You may direct any additional questions regarding Reasonable Accommodations or Equal Employment Opportunity for this position(s) to the Department's EEO Office. EEO Contact: Office of Civil Rights (916) 654-1005 Civil_Rights@cdfa.ca.gov California Relay Service: 1-800-735-2929 (TTY), 1-800-735-2922 (Voice) TTY is a Telecommunications Device for the Deaf, and is reachable only from phones equipped with a TTY Device.
Hard Copy Applications
If you are dropping off or mailing in your application, please use the Examination/Employment Application, STD 678 Revised 06/2024 version.
Additional Information
Please do not include any confidential information such as social security number, marital status, ethnicity, age, salary or disability information on any of the documentation uploaded with your online application.
If the classification you are applying for has an education requirement, transcripts will be required to verify you meet the minimum qualifications of the classification. Please be sure to redact any confidential information before uploading your transcripts.
Upon hire you may be required to provide official sealed transcripts or an original degree or certificate.
Applicants with foreign degrees may be asked to provide an official foreign transcript evaluation which indicates course work is equivalent to a degree from an accredited U.S. College or University.
This position may require a medical clearance.
Equal Opportunity Employer The State of California is an equal opportunity employer to all, regardless of age, ancestry, color, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding and related medical conditions), and sexual orientation.
It is an objective of the State of California to achieve a drug-free work place. Any applicant for state employment will be expected to behave in accordance with this objective because the use of illegal drugs is inconsistent with the law of the State, the rules governing Civil Service, and the special trust placed in public servants.