JC-420249 – Telework Option – Hybrid – Help Desk Support Associate

Job Duties

Under California Government Code Section 14200, this position is eligible for hybrid telework and may be eligible for full-time remote work in some circumstances and/or time-periods, at the sole discretion of the Department. Telework-eligible applicants must reside in California. Headquarter location will be designated on the selected candidates primary residence location. This is subject to change if HCDs criteria is met.

Under general direction of the Information Technology Supervisor I, the Helpdesk Support Associate provides services which encompass the Information Technology (IT) domain of Client Services and is the first point of contact for end users providing support and information related to IT hardware, products and services provided to the Department.

Desirables

• Strong writing, analytical, troubleshooting, and research skills
• Help Desk Experience (e.g. install, troubleshoot, diagnose and resolve)
• With SOFTWARE
• With HARDWARE
• Experience developing and revising technical user procedures with step-by-step instructions.
• Ability to create, deploy Windows OS, and update pre-installed Operating Systems, Office products, other standards software and settings.
• Imaging Software experience
• Remote Desktop Access Experience
• Remote Network Access Experience
• Functional Network Knowledge – (e.g. Active Directory, account creation, organizational unit account groups, user account permissions, Password Reset, Network and or shared drives, customize network settings, workgroups, IP address, Windows Server, SharePoint)
• Ability to analyze issues, define problems and make timely and effective decisions.
• Ability to communicate professionally and effectively, both verbally and in writing, with a variety of stakeholders
• Strong customer service skills and be able to work both in a team with coworkers, and independently with a variety of people at all levels.
• Ability to handle multiple priorities simultaneously and effectively.
• Strong organizational and time management skills

Essential Functions

Configure, deploy, and maintain end-user devices. Install, configure, maintain, and troubleshoot desktop and mobile applications. Install or repair hardware or peripheral equipment. Test, maintain and deploy desktop images. Troubleshoot software system issues to identify causes of IT system failures and service interruptions using monitors, logs, user input, debugging processes, etc., to restore normal operations. Ensure the IT Helpdesk maintenance and operations procedures and processes are documented and in place to support user Desktop and Mobile systems. Perform problem and incident management related to client technologies. Analyze information and evaluate results to choose the best solution and solve problems.

Update standards, procedures, and controls relevant to IT Helpdesk to ensure proper installation, configuration, maintenance, security, reliability, and availability of systems. Gather and document design specifications, installation instructions, and other system-related information. Ensure software/hardware complies with current security policies. Perform user account management and resolve and respond to client incidents or requests including configuring and/or modifying software programs and. Conduct end user training related to client technologies.

Track, monitor, and audit IT assets to maintain accountability using standard asset management tools and techniques in compliance with State Administrative Manual (SAM) and other applicable policies and regulations. Manage client technology asset inventories and perform end-of-life asset management.

Develop Client Services documentation develop and maintain appropriate onboarding materials for IT orientation of new users.

Attend regularly scheduled section and branch meetings, as well as training classes. Review technical journals or websites to acquire and maintain knowledge of applicable, emerging procedures and new industry best practices.

Responsible for the completion of other projects, assignments, and Division administrative tasks as directed by management. Other related duties as assigned.

Job Type: Full-time

Pay: $4,651.00 – $8,238.00 per month

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Work Location: Hybrid remote in Sacramento, CA 95833