Caltrans: California Department of Transportation
Desktop Support Analyst
Caltrans: California Department of Transportation, Sacramento, California, United States, 95828
Desktop Support Analyst
Department of Transportation
Job Description and Duties
Under the general supervision of an IT Supervisor II in the HQ IT Operations unit, the incumbent serves as a Desktop Support Analyst supporting business operations in the Sacramento Metropolitan Offices. MAJOR FUNCTIONS: The incumbent provides administrative and technical support on computers, laptops, tablets, mobile devices, servers, storage arrays, backup systems, printers, the Local Area Network, and telecommunications services. The incumbent performs the activities of the System Development Life Cycle which includes systems: analysis, design, build, test, maintenance and operations. Additionally, the incumbent provides support for all phases of end user device life cycle management including procurement, deployment, installation, configuration, maintenance and operations, and surplus. The incumbent provides end user training in the configuration and use of client technologies. The incumbent collaborates with peers and management to update and recommend standards, processes and procedures, and technology practices. Incumbent will consistently utilize professional customer service and effective communication skills when dealing with customers and coworkers. The incumbent participates in intermittent projects or assignments. DOMAINS: System Engineering Client Services Eligibility for hire may be determined by your score on the Information Technology Associate exam. For those who do not have current eligibility (e.g., transfer, permissive reinstatement, or voluntary demotions) and/or who will be new to state civil services employment, you must be on the state examination list to be eligible for these positions. To apply for the exam, please click
here
and search by typing in the classification title. The Human Resources Contact is available to answer questions regarding the application process. The Hiring Unit Contact is available to answer questions regarding the position. Please take this 1-minute Caltrans Recruitment survey to tell us how you found out about this job. https://forms.office.com/g/RyK102ty4G https://youtu.be/oC9wIp8QalI Apply today to join our team! We especially encourage applicants to check out our
Caltrans Career Compass
tool! The
Caltrans Career Compass
is a tool to assist and help candidates understand and succeed in applying to Caltrans positions. You will find additional information about the job in the
Duty Statement . Minimum Requirements
You will find the Minimum Requirements in the Class Specification. INFORMATION TECHNOLOGY ASSOCIATE Additional Documents
Job Application Package Checklist Duty Statement Department Information
Caltrans Mission: Improving lives and communities through transportation. Caltrans Vision: A thriving and connected California. The Caltrans workforce is made up of diverse and unique individuals who contribute to our organizational success. Department Website:
www.dot.ca.gov Director’s EEO Policy:
https://dot.ca.gov/programs/equal-employment-opportunity Director’s EEO Policy Statement:
https://dot.ca.gov/programs/equal-employment-opportunity Special Requirements
Possession of a valid driver’s license is required when operating a state owned or leased vehicle. Submitting a resume is optional. It may be included, but is not required. Submitting a Statement of Qualifications (SOQ) is required, see instructions below. Failure to include and complete the SOQ as instructed may result in the SOQ not being considered and in disqualification from the interview. If you do not follow all instructions, your application will be disqualified. When completing the SOQ, you must write, “Statement of Qualifications” at the top of your document, along with your name. Limit your SOQ to two pages. For readability, please use Arial, size 12-point font. When responding to each question, include the prompt followed by your response. Please include all relevant experience, places of employment, pertinent dates, education, and training in your responses. A notation or reference to other materials such as your resume or your application will not be considered. Incomplete or missing responses to the information requested will disqualify your application from this posting. Be sure to explain your answers thoroughly, but succinctly. If your qualifications are competitive, you may be invited to an interview. Each question must be numbered and addressed in the same order as the questions below. What experience do you have providing IT support to customers or end-users? What steps do you typically take to diagnose and resolve their issues? What experience do you have training non-technical staff on a new IT process or software? How do you approach the training, and what methods do you use to ensure effective knowledge transfer? What approaches or strategies do you use to provide excellent customer service in a technical support environment? How do you ensure customers feel supported and confident in the solutions you provide? 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. 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. Individuals who are eligible for a Training and Development assignment may also be considered for this position(s). Applications will be screened and only the most qualified applicants will be selected to move forward in the selection process. 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. Required Application Package Documents 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 optional. It may be included, but is not required. Statement of Qualifications - Statement of Qualifications (SOQ) is required. Please see the Special Requirements section for SOQ instructions. Desirable Qualifications
Experience providing administrative and technical support of computers, laptops, tablets, and mobile devices. Excellent analytical and problem-solving skills. Experience providing world-class customer service in a professional environment. Ability to communicate technical information effectively to both technical and non-technical audiences. Strong commitment to continuous learning and professional development in the field of desktop support. Experience with enterprise software deployment, imaging, and patch management tools (such as Microsoft Intune, SCCM, or MECM). Knowledge of Active Directory, user and group management, and Group Policy administration. Experience providing remote technical support and troubleshooting in hybrid or virtual work environments. Familiarity with IT service management (ITSM) practices and the use of enterprise ticketing systems, such as ServiceNow. Ability to organize and prioritize multiple assignments while maintaining a high level of accuracy and customer satisfaction. Demonstrated ability to work effectively both independently and as part of a team. Benefits
Click HERE
to view the Benefits Summary for Civil Service Employees in the State of California. Contact Information
The Human Resources Contact is available to answer questions regarding the application process. The Hiring Unit Contact is available to answer questions regarding the position. Human Resources Contact: Dina Coloma, (279) 234-2328,
dina.coloma@dot.ca.gov Hiring Unit Contact: IT Admin HR, (916) 224-2023,
IT.Admin.HR@dot.ca.gov EEO Contact: Caltrans EEO Office, (844) 368-3367,
Ask.eeo@dot.ca.gov California Relay Service: 1-800-735-2929 (TTY), 1-800-735-2922 (Voice) Important Application Instructions
The State application (STD. 678) is required, and each section must be filled out completely and thoroughly. For mailed or hand delivered applications to be considered for this position, the Job Control number (JC-496069), PARF# 20-6-114 and title of the position (Information Technology Associate) must be included on the STD. 678 form. Electronic applications through your CalCareers account are highly recommended and encouraged. Candidates that meet the minimum qualifications based on possession of EDUCATION, LICENSE, OR CERTIFICATE must include a copy of your DEGREE/TRANSCRIPTS, LICENSE, or CERTIFICATE, along with your State application (STD. 678), to be considered for this position. NOTE: Do not submit the “Equal Employment Opportunity” questionnaire (page 5) with your completed State application (STD. 678). This page is for examination use only. Do not include any confidential information on any documents you submit for this job vacancy, such as your state application, resume, or educational transcripts. Confidential information that should be excluded or removed from these documents includes, but is not limited to, your Social Security Number, birth date, driver’s license number, examination results, LEAP status, marital status, and age. The job application packet checklist is not required to apply for this position. Failure to follow these instructions may result in your application not being considered for this position. 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 on public servants.
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Department of Transportation
Job Description and Duties
Under the general supervision of an IT Supervisor II in the HQ IT Operations unit, the incumbent serves as a Desktop Support Analyst supporting business operations in the Sacramento Metropolitan Offices. MAJOR FUNCTIONS: The incumbent provides administrative and technical support on computers, laptops, tablets, mobile devices, servers, storage arrays, backup systems, printers, the Local Area Network, and telecommunications services. The incumbent performs the activities of the System Development Life Cycle which includes systems: analysis, design, build, test, maintenance and operations. Additionally, the incumbent provides support for all phases of end user device life cycle management including procurement, deployment, installation, configuration, maintenance and operations, and surplus. The incumbent provides end user training in the configuration and use of client technologies. The incumbent collaborates with peers and management to update and recommend standards, processes and procedures, and technology practices. Incumbent will consistently utilize professional customer service and effective communication skills when dealing with customers and coworkers. The incumbent participates in intermittent projects or assignments. DOMAINS: System Engineering Client Services Eligibility for hire may be determined by your score on the Information Technology Associate exam. For those who do not have current eligibility (e.g., transfer, permissive reinstatement, or voluntary demotions) and/or who will be new to state civil services employment, you must be on the state examination list to be eligible for these positions. To apply for the exam, please click
here
and search by typing in the classification title. The Human Resources Contact is available to answer questions regarding the application process. The Hiring Unit Contact is available to answer questions regarding the position. Please take this 1-minute Caltrans Recruitment survey to tell us how you found out about this job. https://forms.office.com/g/RyK102ty4G https://youtu.be/oC9wIp8QalI Apply today to join our team! We especially encourage applicants to check out our
Caltrans Career Compass
tool! The
Caltrans Career Compass
is a tool to assist and help candidates understand and succeed in applying to Caltrans positions. You will find additional information about the job in the
Duty Statement . Minimum Requirements
You will find the Minimum Requirements in the Class Specification. INFORMATION TECHNOLOGY ASSOCIATE Additional Documents
Job Application Package Checklist Duty Statement Department Information
Caltrans Mission: Improving lives and communities through transportation. Caltrans Vision: A thriving and connected California. The Caltrans workforce is made up of diverse and unique individuals who contribute to our organizational success. Department Website:
www.dot.ca.gov Director’s EEO Policy:
https://dot.ca.gov/programs/equal-employment-opportunity Director’s EEO Policy Statement:
https://dot.ca.gov/programs/equal-employment-opportunity Special Requirements
Possession of a valid driver’s license is required when operating a state owned or leased vehicle. Submitting a resume is optional. It may be included, but is not required. Submitting a Statement of Qualifications (SOQ) is required, see instructions below. Failure to include and complete the SOQ as instructed may result in the SOQ not being considered and in disqualification from the interview. If you do not follow all instructions, your application will be disqualified. When completing the SOQ, you must write, “Statement of Qualifications” at the top of your document, along with your name. Limit your SOQ to two pages. For readability, please use Arial, size 12-point font. When responding to each question, include the prompt followed by your response. Please include all relevant experience, places of employment, pertinent dates, education, and training in your responses. A notation or reference to other materials such as your resume or your application will not be considered. Incomplete or missing responses to the information requested will disqualify your application from this posting. Be sure to explain your answers thoroughly, but succinctly. If your qualifications are competitive, you may be invited to an interview. Each question must be numbered and addressed in the same order as the questions below. What experience do you have providing IT support to customers or end-users? What steps do you typically take to diagnose and resolve their issues? What experience do you have training non-technical staff on a new IT process or software? How do you approach the training, and what methods do you use to ensure effective knowledge transfer? What approaches or strategies do you use to provide excellent customer service in a technical support environment? How do you ensure customers feel supported and confident in the solutions you provide? 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. 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. Individuals who are eligible for a Training and Development assignment may also be considered for this position(s). Applications will be screened and only the most qualified applicants will be selected to move forward in the selection process. 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. Required Application Package Documents 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 optional. It may be included, but is not required. Statement of Qualifications - Statement of Qualifications (SOQ) is required. Please see the Special Requirements section for SOQ instructions. Desirable Qualifications
Experience providing administrative and technical support of computers, laptops, tablets, and mobile devices. Excellent analytical and problem-solving skills. Experience providing world-class customer service in a professional environment. Ability to communicate technical information effectively to both technical and non-technical audiences. Strong commitment to continuous learning and professional development in the field of desktop support. Experience with enterprise software deployment, imaging, and patch management tools (such as Microsoft Intune, SCCM, or MECM). Knowledge of Active Directory, user and group management, and Group Policy administration. Experience providing remote technical support and troubleshooting in hybrid or virtual work environments. Familiarity with IT service management (ITSM) practices and the use of enterprise ticketing systems, such as ServiceNow. Ability to organize and prioritize multiple assignments while maintaining a high level of accuracy and customer satisfaction. Demonstrated ability to work effectively both independently and as part of a team. Benefits
Click HERE
to view the Benefits Summary for Civil Service Employees in the State of California. Contact Information
The Human Resources Contact is available to answer questions regarding the application process. The Hiring Unit Contact is available to answer questions regarding the position. Human Resources Contact: Dina Coloma, (279) 234-2328,
dina.coloma@dot.ca.gov Hiring Unit Contact: IT Admin HR, (916) 224-2023,
IT.Admin.HR@dot.ca.gov EEO Contact: Caltrans EEO Office, (844) 368-3367,
Ask.eeo@dot.ca.gov California Relay Service: 1-800-735-2929 (TTY), 1-800-735-2922 (Voice) Important Application Instructions
The State application (STD. 678) is required, and each section must be filled out completely and thoroughly. For mailed or hand delivered applications to be considered for this position, the Job Control number (JC-496069), PARF# 20-6-114 and title of the position (Information Technology Associate) must be included on the STD. 678 form. Electronic applications through your CalCareers account are highly recommended and encouraged. Candidates that meet the minimum qualifications based on possession of EDUCATION, LICENSE, OR CERTIFICATE must include a copy of your DEGREE/TRANSCRIPTS, LICENSE, or CERTIFICATE, along with your State application (STD. 678), to be considered for this position. NOTE: Do not submit the “Equal Employment Opportunity” questionnaire (page 5) with your completed State application (STD. 678). This page is for examination use only. Do not include any confidential information on any documents you submit for this job vacancy, such as your state application, resume, or educational transcripts. Confidential information that should be excluded or removed from these documents includes, but is not limited to, your Social Security Number, birth date, driver’s license number, examination results, LEAP status, marital status, and age. The job application packet checklist is not required to apply for this position. Failure to follow these instructions may result in your application not being considered for this position. 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 on public servants.
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