Job Description

Job Description and Duties

This position is a 12-month Limited Term (LT) and may be extended up to 24 months or become permanent. 

If you have permanent status and have passed probation, you have mandatory reinstatement rights into your former position/classification at the end of this LT appointment. You will be separated from state service if you have not had prior permanent or probationary civil service status. During this 12-month limited-term assignment, you may be entitled to receive health, dental, and vision benefits. You will also earn State Service and accrue monthly leave credits.

The Information Technology Specialist I (ITS I) serves as a technical subject matter expert resolving complex information technology problems on the Service Desk team. The position requires knowledge of, and skill in, the use of Microsoft Office administrative tools and excellent customer service skills. The ITS I provides cloud/server/desktop/telecommunications support, and plays a crucial role in the delivery of technology services, end user services, and support infrastructure. The ITS I is responsible for providing direct support to staff - including executive management, performs routine maintenance, manages IT assets, and contributes to technology standards and policies. The ITS I participates in operational security and technology recovery activities. The ITS I works primarily in the Client Services and System Engineering domains.

You will find additional information about the job in the .

Working Conditions

This position is headquartered in Sacramento, CA. The incumbent will be required to report to the assigned headquarter in accordance with the Statewide Telework Policy.

CalEPA positions may be eligible for hybrid telework schedules with in-person attendance based on operational needs under Government Code 14200 for applicants residing in California, subject to the candidate meeting telework eligibility criteria outlined in the CalEPA Telework Policy and/or future program requirements. Employees not residing in California are not eligible for telework. Regardless of hybrid telework eligibility, all employees may be required to report to the designated headquarter location at their own expense, as indicated on their duty statement. 

Effective July 1, 2025, the California Department of Human Resources (CalHR) implemented the Personal Leave Program 2025 (PLP 2025). PLP 2025 directs that each employee shall receive a 3 percent reduction in pay in exchange for 5 hours PLP 2025 leave credits, monthly. The salary range(s) included in the job advertisement do not reflect the 3 percent reduction in pay. Please note additional conditions below:

• Position located in a high-rise building.
• Requires being in a stationary position, consistent with office work, for extended periods.
• Standard office environment (for example, artificial lighting, controlled temperature, etc).
• Daily use of a personal computer, office equipment, and/or telephone.
• May occasionally work evening or weekend hours in response to system outages/recovery, maintenance, or upgrade activities.

Special Requirements

Applicants must include a Statement of Qualifications (SOQ) for this recruitment. The SOQ is a narrative discussion prepared by the applicant describing how their skills, knowledge, abilities, education, training, and experience qualify them for the position. The SOQ documents each candidate’s ability to present information clearly and concisely in writing. Candidates whose applications do not include the required SOQ will not be considered for this position. Cover letters and resumes do not take the place of the SOQ.

• Require Name on SQ
• Require Job Control Number on SQ 
• Maximum number of pages: 1, 12 point, 1-inch margins

1. Describe your experience providing technical support to end users in a help desk or service desk environment. Include types of hardware, software, systems you supported, the volume of requests handled, and the methods you used to resolve issues effectively.
2. This role requires frequent communication with non-technical staff and executive management.  Please describe your experience working with executive management and your communication approach with communicating technical information to non-technical staff.
3. Explain how you prioritize and manage multiple support requests while maintaining a high level of customer service.

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:

• Excellent customer service skills.
• Excellent and professional communication skills (verbal, non-verbal, written).
• High level of political and business acumen.
• Ability to work effectively in a team environment and to work independently.
• Demonstrates a high degree of initiative and is a self-starter.
• Demonstrates ability to multi-task, plan, organize, adapt to changing assignments and priorities, and work effectively under pressure to meet deadlines.
• Strong analytical skills (technical and non-technical).
• Experience with creating technical training materials and providing training in both individual and group settings.
• Knowledge and experience working with Microsoft 365 administrative products.
• Knowledge and experience with ITIL
• Knowledge and experience with SDLC
• Knowledge and experience with ServiceNow
• Knowledge of Active Directory/Azure AD, user provisioning, password resets, and group management.
• Knowledge of basic networking concepts, such as DNS, DHCP, VPN, TCP/IP, and WiFi troubleshooting.
• Positive attitude, open-mindedness, flexibility, and tact.
• May occasionally work evening or weekend hours in response to system outages/recovery, maintenance, or upgrade activities.
• Ability to document incidents, resolutions, and knowledge base articles clearly and accurately.
• Understanding of service level agreements (SLAs) and performance metrics.
• Experience with root cause analysis and identifying recurring issues for process improvement.
• Ability to communicate technical information to non-technical users in a clear, patient manner.
• Ability to support audio/video conferencing platforms, such Microsoft Teams, Zoom, Vimeo.
• Relevant certifications such as CompTIA A+, Network+, ITIL Foundation, Microsoft 365 Certified.

Benefits

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

• Gym
• Daycare facility (third-party)
• Convenient to public transportation 
• Nearby (third-party) parking 

Experience and Education

For experience/education to qualify during the application screening process and to ensure that minimum qualifications can be determined, applicants should include all employment history on the Employment Application (STD 678), including detailed job descriptions, hours worked per week, and start/end dates (MM/DD/YYYY). Application packages without this information may experience delayed processing times, and your eligibility for this position may be impacted.

If you are using education to meet the minimum qualifications for this position, you must submit a copy of your transcript or diploma.  Applicants who completed their education outside the United States (with foreign degrees/transcripts) must obtain and submit verification of the United States course/degree equivalency.

Foreign education credential evaluation services can be found at

Failure to submit all the required documentation will result in an incomplete application and disqualification from consideration for this position.

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 - Statement of Qualifications (SOQ) - Please see the Special Requirements section of this job advertisement for detailed instructions for the SOQ submission.

Job Tags

Permanent employment, Full time, Work at office, Remote work, Trial period, Weekend work, Afternoon shift

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