Job Description

Job Description and Duties

Under general supervision of the Information Technology Supervisor (IT Sup) II, the Information Technology Associate (IT Assoc) will be responsible for providing support to internal and external customers. Duties include performing basic system troubleshooting and network analysis, coordinating incident resolution efforts with internal service teams and external vendor staff, and using multiple system utilities to obtain and analyze environment data. This position requires experience with a variety of systems, including mainframe systems, servers, networks and associated system applications, utilities, and monitoring software. Strong communication skills and excellent customer service skills are required.

Telework

Telework is available

Visa Sponsorship

Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

You will find additional information about the job in the .

Working Conditions

CA Residency:

Candidates who reside outside of the State of California may be admitted to the job interview. However, upon a job offer, candidates must provide proof of residence in California prior to their appointment becoming effective, or the offer may be rescinded.

• Must pass a fingerprint background criminal record check completed by the Department of Justice (DOJ) and the Federal Bureau of Investigation (FBI).
• May be required to work occasional off schedule hours.
• May be required to occasionally work overtime.
• Requires consistent and regular attendance.

Special Requirements

Do not submit the “Equal Employment Opportunity” questionnaire (page 5) with your completed state application (STD. 678) – For exam use only.

Please do NOT include your Social Security Number on any of the submitted documents.

Statement of Qualifications (SOQ)

All interested applicants are required to submit a Statement of Qualifications (SOQ). You must provide direct responses to each of the numbered items listed below. Each individual response must be numbered and include the full question/prompt of the numbered items prior to your response. The SOQ header should include the Job Code #, your name, “Statement of Qualifications”. The SOQ should include specific examples of your education, training, and/or experience. Please include places of employment, pertinent dates and duties performed. Limit your SOQ to no more than two pages, single-spaced, one-inch margin, and ten-point Arial font.

Note: Applicants who do not follow these instructions may be disqualified from the selection process. Cover letters and résumés do not take the place of the SOQ.

1. What does good customer service mean to you?  What are the top three qualities needed to provide good customer service?
2. Have you ever dealt with difficult and / or frustrated customers?  Did the situation get resolved? Please explain.
3. Describe your greatest work accomplishment and how you achieved it.

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:

• ITIL Certification and/or Network+ Certification.
• Experience with monitoring tools.
• Working knowledge of z/OS, JES2 and/or JES3 commands along with miscellaneous system tools or applications, such as TSO, ISPF, ESP, IOF, FTP, CUST, REXX, etc.
• Experience and extensive knowledge with TCP/IP, command line utilities, and troubleshooting activities.
• Knowledge of, and experience with Server and/or Network administration, including authentication and security.
• Knowledge of JCL and procedures.
• Knowledge of z/OS workload types and workflow, including major categories of interactive/batch jobs.
• Knowledge and experience with System Automation for z/OS.
• Ability to develop and maintain the knowledge and skills necessary to perform technical support and Service Desk-related tasks, using troubleshooting methods, technical resources, reference material, and diagnostic tools to identify incidents.
• Experience with system, network, or application troubleshooting.
• Experience working with ITSM software (e.g. ServiceNow, SharePoint, Microsoft Teams, Footprints, Cherwell ) in the documentation and management of workload.
• Knowledge of, and experience in Server Patching.
• Thorough understanding of IT processes (ITIL, SDLC, PMBOK, BABOK).
• Ability to communicate effectively (verbally and in writing, as appropriate) in dealing with the public and/or other employees.
• Ability to communicate professionally and work effectively with all levels of management, staff, customer departments, and vendors.
• Ability to work independently and as a team lead within a collaborative team environment.
• Creative, self-motivated, and able to work with minimal instruction.
• Dependable and a history of excellent attendance.
• Ability to develop and maintain knowledge and skills related to specific tasks, methodologies, materials, tools, and equipment.
• Ability to complete assignments in a timely, effective, and efficient manner.
• Ability to adhere to all policies and procedures regarding attendance, leave, and conduct.
• Ability to explain complex technologies, processes, and products to customers.
• Ability to generate complex technical documentation.
• Strong communication, organizational abilities and well-developed interpersonal skills.

Benefits

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

Additional Application Instructions

Using the online application system as specified in the announcement is the preferred method of applying for civil service job opportunities; however, applicants may instead apply by way of U.S. mail, parcel delivery or courier service, or in person, as set forth in this announcement.

Applicants who wish to submit hard copy applications shall use the most current version of the State Application (STD. 678) revised 10/2023. The position number and job control number must be identified in the job title line of the STD 678 (these numbers will auto-populate in the job title of the STD 678 if submitting an electronic application through CalCareers Account). The hard copy application MUST be signed . Applicants who fail to submit the most current version of the STD. 678 may be disqualified.  

Note : Applications MUST include the “From dates“ and “To” dates, “Hours Per Week”, and “Duties Performed” fields for all job listed in the “Employment History” fields, and contact names and phone numbers of supervisors. State employees must list the specific departments for which they worked and indicate the specific civil service classification titles held (not working titles). Applications that are submitted blank will be considered incomplete. Reference to a resume in place of a description of the duties will not be accepted. Failure to submit a completed STD 678 may result in you being screened out. Only the most qualified candidates will be invited to an interview.

Please note that the CalCareer system will not allow you to make changes to your application information once it is submitted. For all other questions regarding your CalHR CalCareer account, you may contact the CalCareer Unit at (866) 844-8671

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.
• Statement of Qualifications - Required. Please see "Special Requirements" section for further information.
• Other - If you are using EDUCATION to meet the minimum qualifications for this classification, you MUST provide your unofficial transcripts as proof of meeting the education requirements as listed in the Classification Specification (please see the Class Specification located under “Minimum Requirements” on the left -hand side of this job posting). Applicants who completed their education outside of the United States (with foreign degrees/transcripts) must provide a foreign transcript evaluation. The transcript evaluation must state the number of units to which foreign coursework is equal. Foreign education evaluation services can be found at Official transcripts and official foreign degree transcripts will be required prior to appointment. If you are not using education to qualify for this classification, you do not need to submit transcripts. To bypass the required document, select Choose/Upload and select Bypass File.

Job Tags

Permanent employment, Full time, Second job, Work at office, Remote work, Work visa,

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