Job Description and Duties Come join a team dedicated to providing responsive Client Support Services to the Department of Water Resources (DWR) and California Natural Resources Agency. The incumbent works independently as part of a collaborative team to provide high quality client technology support and enjoys working with people. The incumbent maintains hardware, software, and user account settings necessary to provide reliable, secure, standardized, and well performing client computing environment. Performs problem solving, diagnostic activities to ensure resolution of problem tickets and completion of service requests within defined service-level agreements.
You will find additional information about the job in the .
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:
The ideal candidate is able to work independently and thrive in a team oriented, collaborative environment. Possesses strong interpersonal and communication skills to effectively work together with business, technical staff, and management. Able to analyze, troubleshoot, and support client computing services in physical or virtual environments. Possesses familiarity with Microsoft System Center Configuration Manager (SCCM), Microsoft Active Directory (AD), and Information Technology Service Management (ITSM). Must have experience in Level 1 client support environment, with the desire to advance to Level 2 client support through demonstrable skills development and retention. Comfortable describing the benefits of governance-approved IT solutions and products to clients and end users.
Benefits to read about the outstanding benefits offered to eligible employees
Special Instructions To be considered, submit a completed State application (STD. 678), Supplemental Questionnaire, and Resume. Please reference SAP Position #******** /******** and Job Control #431283 in the "examination(s) or job title(s) for which you are applying" section of your application.
The submitted Supplemental Questionnaire information must be two (3) page (12-point Arial font, limit of 250 words per question) or less and contain the question number with the submitted response. If there is a question regarding experience that you do not have, include examples of similar experience or coursework that would demonstrate your ability or potential to perform the specific function. Below each answer, identify a reference who can verify your knowledge and/or experience relevant to the response.
Describe your experience, education, and working knowledge in client technology services and support. If any, list certifications related to these areas. Include example(s) where you provided training to users to minimize repeat mishaps/issues. Describe how you would manage client and internal expectations around resolutions and timelines. Include example(s) from experience if any. Describe how you would monitor tickets to ensure completion of requests within defined service-level agreements. Include example(s) from experience if any. In this position, you will be required to effectively work together with business, technical staff, and management. Describe how you would be effective in this aspect. Include example(s) when you demonstrated support, enthusiasm, and commitment to overcome resistance and implement an important change. Describe the analytical steps you would take to troubleshoot, resolve, and document the completion of problem tickets and service requests. Include example(s) from experience if any that demonstrate your ability to utilize completed staff work process. Resumes, cover letters, and/or other attachments will not be accepted in lieu of a completed application. . This survey is for research purpose only and will not affect the application status.
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. Other - See Supplemental Questionnaire information under Special Instructions below.
