Information Technology Technician
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Hybrid Telework Opportunity
Under initial close supervision, incumbents typically perform routine support tasks within a limited scope typically involving one unit, function or process, following well-defined procedures in the Client Services domain.
Typical tasks performed within each domain may include:
Client Services:
- Install or repair hardware, or peripheral equipment.
- Deploy desktop images.
- Develop Client Services documentation.
- Ensure software/hardware complies with security policies.
- Manage client technology asset inventories.
- Perform user account management.
- Resolve and respond to client incidents or requests.
- Configure and/or modify software programs.
- Perform end-of-life assets management.
- Troubleshoot, track, and conduct root cause analysis of system/operational issues utilizing standard procedures until resolved or escalated.
- Provide consultation, resources, reference material, technical assistance, and training to the organization on all applicable State, Federal, and standards, rules, regulations, and public laws.
The incumbent performs Tier 1 support from the service desk to meet the Department of Health Care Access and Information’s (HCAI) information technology needs. Perform a variety of tasks in research, configuration, installation and testing new or upgraded computer hardware and software, including desktops, laptops, printers, external storage systems, scanners, smartphones, and other devices. Troubleshoot technical issues with software and hardware. Documents activities performed and writes knowledge base articles and quick help guides.
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You will find additional information about the job in the Duty Statement.
Working Conditions
HCAI offers a hybrid telework schedule with a combination of remote and in-office work schedules for CA residents only. The telework policy is subject to change, and additional in-office days may be required and/or minimal notification may be given to report to the worksite if an urgent need arises. If you are interested in maintaining a life/work balance and not dealing with a daily commute, then this position may be for you!
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:
- At least 2 years of Customer Service experience
- At least 1 year of experience in technology support
- At least 1 year of remote support experience
- At least 1 year of computer deployment experience
- At least 1 year of video conference room support experience
- Asset management experience
- Experience in ServiceNow or similar ticketing system
- Mobile device support experience
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Do you have the following education or experience?
When using education to meet the general experience requirements listed in the minimum qualifications, education must include the specified information technology or closely related course work. Closely related course work refers to a course of study involving the study of computing, such as software engineering, computer engineering, Management Information Systems, Geographic Information System, and computing technology.
Six months of general information technology experience performing technical or support tasks for computer systems or services in any of the six domains or emerging information technology fields; or
15 semester units (or 22.5 quarter units) from an accredited college or university including at least 6 semester units (or 9 quarter units) of information technology or closely related course work; or
Any equivalent combination of experience and education.
When using education to meet minimum qualifications, education must include the specified information technology or closely related course work.
Examination Information
Candidates that are new to state service must take the online examination to establish eligibility. The examination can be found at the following link CalCareers.
There is also a Limited Examination & Appointment Program (LEAP) exam available for this classification. Information on the LEAP certification process is available on the Department of Rehabilitation LEAP Certification website.
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