State of California
Desktop Support Analyst
State of California, Sacramento, California, United States, 95828
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. The incumbent tracks, monitors, and audits IT assets to maintain accountability using standard asset management tools and techniques in compliance with the State Administrative Manual and other applicable policies and regulations. The incumbent also performs functions including, but are not limited to, researching, writing, reporting, presenting, etc. Incumbent will be utilizing the prescribed ticketing system for the clear, accurate and technical written documentation of customer issues. 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 EngineeringClient Services
PARF 20-5-108/JC-455940
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.
T he 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 .
Working ConditionsPosition located in Sacramento, Sacramento County
The incumbent will perform work indoors in a climate-controlled environment under artificial lighting. The incumbent may be required to work for extended periods of time in a computer room that maintains an approximate temperature of 70 degrees.
The incumbent may be required to occasionally work overtime on an on call basis outside of normal work hours to resolve problems. Possession of a valid driver's license is required when operating a State owned or leased vehicle. If the incumbent uses their personal vehicle they will be reimbursed for travel expenses. When available, a State vehicle will be provided. Infrequent out-of-town travel may be required to assist with desktop support activities in local Caltrans districts.
This position may be eligible for telework. The amount of telework is at the discretion of the Department and based on Caltrans's evolving telework policy. Caltrans supports telework, recognizing that in-person attendance may be required based on operational needs. Employees are expected to be able to report to their worksites with minimum notification if an urgent need arises. The selected candidate will be required to commute to the headquartered location as needed to meet operational needs. Business travel may be required and reimbursement considers an employee's designated headquartered location, primary residence, and may be subject to CalHR regulations or applicable bargaining unit contract provisions. All commute expenses to the headquartered location will be the responsibility of the selected candidate.
New to State candidates will be hired into the minimum salary of the classification or minimum of alternate range when applicable.
Minimum Requirements
You will find the Minimum Requirements in the Class Specification.INFORMATION TECHNOLOGY ASSOCIATEAdditional Documents
Job Application Package ChecklistDuty Statement
Position Details
Job Code #:JC-455940
Position #(s):900-170-1401-179
Working Title:Desktop Support Analyst
Classification:INFORMATION TECHNOLOGY ASSOCIATE $4,791.00 - $6,421.00 A$5,266.00 - $7,058.00 B$5,757.00 - $7,716.00 C$6,331.00 - $8,485.00 D
# of Positions:Multiple
Work Location:Sacramento County
Telework:Hybrid
Job Type:Permanent, Full Time
Department Information
Caltrans Mission: Provide a safe and reliable transportation network that serves all people and respects the environment.
Caltrans Vision: A brighter future for all through a world-class transportation network.
The Caltrans workforce is made up of diverse and unique individuals who contribute to our organizational success. Caltrans is about celebrating diversity, valuing one another, and recognizing that Caltrans is strong not in spite of the diverse attributes of our workforce, but because of our diversity.
Department Website: www.dot.ca.gov
Frequently Asked Questions for an Applicant: http://dot.ca.gov/jobs/docs/faq-ct-applicants-081617.pdf
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
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:
Possession of a valid driver's license is required when operating a state owned or leased vehicle.
Resume is required.Statement of Qualification (SOQ) is required.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.
If you do not follow all instructions, your application will be disqualified.
You must write, "Statement of Qualifications" at the top of your document, along with your name. Limit your response to two pages. For readability, please use Arial, Calibri or Times New Roman, size 12-point font. When completing the SOQ, explain your answers thoroughly, but succinctly. If your qualifications are competitive, you may be invited to an interview.
Your SOQ must address the following:1. 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?
2. What experience do you have training non-technical staff on a new IT process or software? How would you approach the training, and what methods would you use to ensure effective knowledge transfer?
3. What skills do you believe are essential for success in this position? Please elaborate on your specific experience and proficiency in utilizing those skills.
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. Responses created solely with generative AI tools may also disqualify you from this posting.
Possession of Minimum Qualifications will be verified prior to interview and/or appointment. If you are basing your eligibility on education, you must include your unofficial transcript(s)/diploma for verification. Unofficial, original, or official sealed transcripts will be accepted and may be required upon appointment. Applicants with foreign transcripts/degrees must provide a transcript/degree U.S. equivalency report evaluation that indicates the number of units and degree to which the foreign coursework is equivalent. Please visit either of the following two websites for a list of evaluation agencies: https://www.naces.org/members or https://aice-eval.org . Please redact birthdates and social security numbers
Application InstructionsCompleted 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: 11/20/2024Who May ApplyIndividuals 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. Applicants must meet the Minimum Qualifications stated in the Classification Specification(s).
How To ApplyComplete 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 TransportationN/AAttn: Caltrans DHR ContactCertification Services MS-90P O Box 168036Sacramento , CA 95816-8036
Address for Drop-Off Application Packages
You may drop off your application and any applicable or required documents at:
Department of TransportationDrop-Off AddressCaltrans DHR ContactClassification and Hiring Unit - ECOS1727 30th Street, MS 90Sacramento , CA 95816Closed on weekends and State holidays.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 -
Statement of Qualifications (SOQ) is required. Please see the Special Requirements section for SOQ instructions.
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:
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. 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.
BenefitsClick HERE to view the Benefits Summary for Civil Service Employees in the State of California.
Contact InformationThe 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) 234-2328dina.coloma@dot.ca.govHiring Unit Contact:IT Admin HR(279) 599-8224It.Admin.HR@dot.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:Caltrans EEO Office(844) 368-3367Ask.eeo@dot.ca.govCalifornia 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.
Important Application Information
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-455940), PARF# 20-5-108 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 EmployerThe 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.
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. The incumbent tracks, monitors, and audits IT assets to maintain accountability using standard asset management tools and techniques in compliance with the State Administrative Manual and other applicable policies and regulations. The incumbent also performs functions including, but are not limited to, researching, writing, reporting, presenting, etc. Incumbent will be utilizing the prescribed ticketing system for the clear, accurate and technical written documentation of customer issues. 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 EngineeringClient Services
PARF 20-5-108/JC-455940
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.
T he 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 .
Working ConditionsPosition located in Sacramento, Sacramento County
The incumbent will perform work indoors in a climate-controlled environment under artificial lighting. The incumbent may be required to work for extended periods of time in a computer room that maintains an approximate temperature of 70 degrees.
The incumbent may be required to occasionally work overtime on an on call basis outside of normal work hours to resolve problems. Possession of a valid driver's license is required when operating a State owned or leased vehicle. If the incumbent uses their personal vehicle they will be reimbursed for travel expenses. When available, a State vehicle will be provided. Infrequent out-of-town travel may be required to assist with desktop support activities in local Caltrans districts.
This position may be eligible for telework. The amount of telework is at the discretion of the Department and based on Caltrans's evolving telework policy. Caltrans supports telework, recognizing that in-person attendance may be required based on operational needs. Employees are expected to be able to report to their worksites with minimum notification if an urgent need arises. The selected candidate will be required to commute to the headquartered location as needed to meet operational needs. Business travel may be required and reimbursement considers an employee's designated headquartered location, primary residence, and may be subject to CalHR regulations or applicable bargaining unit contract provisions. All commute expenses to the headquartered location will be the responsibility of the selected candidate.
New to State candidates will be hired into the minimum salary of the classification or minimum of alternate range when applicable.
Minimum Requirements
You will find the Minimum Requirements in the Class Specification.INFORMATION TECHNOLOGY ASSOCIATEAdditional Documents
Job Application Package ChecklistDuty Statement
Position Details
Job Code #:JC-455940
Position #(s):900-170-1401-179
Working Title:Desktop Support Analyst
Classification:INFORMATION TECHNOLOGY ASSOCIATE $4,791.00 - $6,421.00 A$5,266.00 - $7,058.00 B$5,757.00 - $7,716.00 C$6,331.00 - $8,485.00 D
# of Positions:Multiple
Work Location:Sacramento County
Telework:Hybrid
Job Type:Permanent, Full Time
Department Information
Caltrans Mission: Provide a safe and reliable transportation network that serves all people and respects the environment.
Caltrans Vision: A brighter future for all through a world-class transportation network.
The Caltrans workforce is made up of diverse and unique individuals who contribute to our organizational success. Caltrans is about celebrating diversity, valuing one another, and recognizing that Caltrans is strong not in spite of the diverse attributes of our workforce, but because of our diversity.
Department Website: www.dot.ca.gov
Frequently Asked Questions for an Applicant: http://dot.ca.gov/jobs/docs/faq-ct-applicants-081617.pdf
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
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:
Possession of a valid driver's license is required when operating a state owned or leased vehicle.
Resume is required.Statement of Qualification (SOQ) is required.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.
If you do not follow all instructions, your application will be disqualified.
You must write, "Statement of Qualifications" at the top of your document, along with your name. Limit your response to two pages. For readability, please use Arial, Calibri or Times New Roman, size 12-point font. When completing the SOQ, explain your answers thoroughly, but succinctly. If your qualifications are competitive, you may be invited to an interview.
Your SOQ must address the following:1. 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?
2. What experience do you have training non-technical staff on a new IT process or software? How would you approach the training, and what methods would you use to ensure effective knowledge transfer?
3. What skills do you believe are essential for success in this position? Please elaborate on your specific experience and proficiency in utilizing those skills.
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. Responses created solely with generative AI tools may also disqualify you from this posting.
Possession of Minimum Qualifications will be verified prior to interview and/or appointment. If you are basing your eligibility on education, you must include your unofficial transcript(s)/diploma for verification. Unofficial, original, or official sealed transcripts will be accepted and may be required upon appointment. Applicants with foreign transcripts/degrees must provide a transcript/degree U.S. equivalency report evaluation that indicates the number of units and degree to which the foreign coursework is equivalent. Please visit either of the following two websites for a list of evaluation agencies: https://www.naces.org/members or https://aice-eval.org . Please redact birthdates and social security numbers
Application InstructionsCompleted 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: 11/20/2024Who May ApplyIndividuals 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. Applicants must meet the Minimum Qualifications stated in the Classification Specification(s).
How To ApplyComplete 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 TransportationN/AAttn: Caltrans DHR ContactCertification Services MS-90P O Box 168036Sacramento , CA 95816-8036
Address for Drop-Off Application Packages
You may drop off your application and any applicable or required documents at:
Department of TransportationDrop-Off AddressCaltrans DHR ContactClassification and Hiring Unit - ECOS1727 30th Street, MS 90Sacramento , CA 95816Closed on weekends and State holidays.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 -
Statement of Qualifications (SOQ) is required. Please see the Special Requirements section for SOQ instructions.
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:
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. 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.
BenefitsClick HERE to view the Benefits Summary for Civil Service Employees in the State of California.
Contact InformationThe 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) 234-2328dina.coloma@dot.ca.govHiring Unit Contact:IT Admin HR(279) 599-8224It.Admin.HR@dot.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:Caltrans EEO Office(844) 368-3367Ask.eeo@dot.ca.govCalifornia 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.
Important Application Information
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-455940), PARF# 20-5-108 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 EmployerThe 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.