Information Technology Associate/Client Services Associate

Job Description and Duties

The Office of the Secretary of State is recruiting to fill a permanent full-time Information Technology Associate position in the Information Technology Division (ITD).

Under the general supervision of the Information Technology Supervisor II, the Information Technology Associate is responsible for performing complex level tasks in connection with analysis, installation, implementation, maintenance, and support of Information Technology (IT) systems. This position will provide first and second level help desk support for PC and iOS users; maintain documentation related to IT processes and procedures, hardware and software inventory, as well as log help desk calls and resolutions into the help desk ticket system. This position is eligible to telework, which is contingent upon operational needs and scheduling. The incumbent may be required to work overtime on short notice.

Desirable Qualifications:

• Experience working with Help Desk ticketing system.

• Experience with Asset Management.

• Proficient with hardware support (desktops, laptops, printers , iPhones).

• Experience supporting the use of ServiceNow, Microsoft Office 365, SharePoint, One Drive, and Device Management.

• Experience with providing support for remote users.

• Must be able to work independently or in a team environment.

• Strong analytical and problem-solving skills, including good research skills.

• Strong interpersonal skills to assist non-technical individuals with complex technical issues.

• Strong ability with documenting and writing basic procedures.

Supplemental Questionnaire: Applicants must submit a Supplemental Questionnaire responding to the questions listed below, it should be no more than two (2) pages typed, using business professional font, font size and formatting. Responses do not need to include the question but must be numbered in the same order. Applications submitted without the Supplemental Questionnaire will not be considered.Applicants must answer the following questions:

1. Describe your knowledge, skills, and abilities in troubleshooting IT technical issues.

2. How would you approach building a successful relationship with your new coworkers, supervisors, and end users? Why do you feel this approach is effective?

You will find additional information about the job in the .

Working Conditions

This job advertisement indicates whether this position is eligible for telework. All employees who telework are required to be California residents, in accordance with Government Code 14200, and may be required to report to the Secretary of State’s Headquarters (Sacramento), when needed, and on short notice. Candidates who reside outside of the state of California may be interviewed; however, the selected candidate must have a primary residency in the state of California prior to appointment (and continue to maintain California residency) as a condition of employment. Failure to meet this requirement may result in the job offer being rescinded.

Special Requirements

Examination Information: Candidates new to state service or those seeking a promotional opportunity must take the online examination to establish eligibility. The examination can be found at the following link: . There is also a Limited Examination & Appointment Program (LEAP) exam available for this classification. Information on the LEAP certification process is available on the

Education: When using education to meet minimum qualifications, education must include the specified information technology or closely related course work. Please include all the required documents necessary to verify that you meet the minimum qualifications for this classification (i.e., degree, transcript, license, and certificate). If your degree is not in one of the specified degrees as stated in the Class Specifications, please provide a copy of your most recent unofficial transcripts to be evaluated for comparability. Candidate may be required to provide a transcript prior to hire.

Benefits

Benefit information can be found on the CalHR website and the CalPERS website.

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 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.
• Supplemental Application - Please provide your responses to the supplemental questions as directed above.