Desktop and Mobile Support

Under the general supervision of the Client Services Supervisor, an Information Technology (IT) Supervisor II, the IT Associate independently and as part of a team is responsible for the installation or deployment and maintenance of end-user devices such as, computers, laptops, tablets, printers, mobile devices, and associated software and services. The incumbent responds to incidents, service requests, and inquiries from all levels of Authority staff and contracted partners and proactively performs various duties to ensure equipment and related systems/software are maintained at an optimal level. The IT Associate is responsible for maintaining the highest levels of customer service; creating technical and process documentation, user guides and communications; and updating/maintaining detailed information related to the duties of the position.
You will find additional information about the job in the Duty Statement .

Working Conditions
Part time telework, up to three days per week, is available based on the requirements of the position for California residents and may be discussed during the interview process. Hiring interviews may be available virtually, using teleconferencing or video conferencing options.

While working on-site, the incumbent works in a professional office environment, in a climate-controlled area which may fluctuate in temperature and is under artificial light. The incumbent will be required to use a computer, mouse, and keyboard, and will be required to sit for long periods of time at a computer screen. The incumbent must be able to focus for long periods of time, multi-task, adapt to changes in priorities, and complete tasks or projects with short notice. The incumbent must develop and maintain cooperative working relationships and display professionalism and respect for others in all contact opportunities.

Minimum Requirements You will find the Minimum Requirements in the Class Specification.

• INFORMATION TECHNOLOGY ASSOCIATE

Additional Documents

• Job Application Package Checklist
• Duty Statement

Position Details Job Code #:
JC-448663

Position #(s):
311-440-1401-004
311-440-1401-003

Working Title:
Desktop and Mobile Support

Classification:
INFORMATION TECHNOLOGY ASSOCIATE $4,791.00 - $8,485.00
A $4,791.00 - $6,421.00
B $5,266.00 - $7,058.00
C $5,757.00 - $7,716.00
D $6,331.00 - $8,485.00

For classifications with alternate ranges, range placement is based on education/experience.

# of Positions:
2

Work Location:
Sacramento County

Telework:
Hybrid

Job Type:
Permanent, Full Time

Department Information Are you looking for a different type of state government job? Something with a little more excitement and a more fast-paced and fluid environment? How about an opportunity to be part of one of the most remarkable transportation projects in California's history? The California High-Speed Rail Authority is a small and dynamic state agency that is looking for employees who are interested in a challenging and rewarding job opportunity.

Please let us know how you heard about our position by taking this brief survey. Completing this survey is not required to be considered for this vacancy.

https://www.surveymonkey.com/r/HCM6SCC

Department Website: https://hsr.ca.gov/jobs/

Special Requirements

A Statement of Qualifications (SOQ) is required and must be included. An SOQ is a narrative that describes your qualifications for this position. The SOQ must be no more than two (2) pages long, single-spaced, with one-inch margins, in 12-point font, organized and numbered as reflected below. You must respond to all the following items:

1. Describe your experience supporting end-user devices such as desktops, laptops, mobile devices, and printers. What types of devices (brand, model, or other identifying information) have you supported and how would you describe your level of knowledge and experience related to end-user device support?

2. Provide an example of a customer reported issue with a laptop, printer, or other device. What steps did you take to identify the problem and resolve the issue? What interactions did you have with the customer during the course of the incident?

3. Provide an example of a time when you successfully managed multiple IT support requests simultaneously. How did you prioritize and resolve these requests, and what strategies did you use to ensure timely and effective support for all users?

Applications received without the SOQ may not be considered. Cover Letters, Resumes, and other materials do not take the place of the SOQ.

Application Instructions
Completed 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: 9/18/2024
Who May Apply
Individuals 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.

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 Apply
Complete 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:

CA High Speed Rail Authority
Attn: Human Resources
770 L Street, Suite 620, MS 4

Sacramento , CA 95814

Address for Drop-Off Application Packages

You may drop off your application and any applicable or required documents at:

CA High Speed Rail Authority
Human Resources
770 L Street, Suite 620, MS 4

Sacramento , CA 95814

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 optional. It may be included, but is not required.
• Statement of Qualifications - A Statement of Qualifications (SOQ) is required to apply. Please see above "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 configuring, deploying, and maintaining laptops and other end-user computing devices and peripherals.
• Experience maintaining and troubleshooting desktop and network printers.
• Experience supporting smartphones, tablets, and other mobile devices.
• Experience with Mobile Device Management tools, such as Intune or ManageEngine MDM.
• Experience with ManageEngine Desktop Central or Microsoft Systems Center Configuration Manager (SCCM).
• Experience with Microsoft Windows operating systems, configurations, Active Directory, and Group Policy.
• Experience with Microsoft Office365 configuration, imaging, support, and deployment.
• Demonstrate exceptional customer relationship skills.
• Knowledge of principles and best practices for end-user device security.
• Knowledge of software licensing principles and practices.
• Knowledge of networking essentials.
• Ability to independently analyze and resolve issues.
• Ability to meet business needs through innovative solutions and demonstrate a service oriented, customer relations-sensitive attitude.
• Ability to establish and maintain cooperative working relationships with all levels of staff and management; communicate effectively with peers, other technical teams, executives, external partners, vendors, and others.
• Ability adapt to changing priorities, manage multiple concurrent assignments, and work under pressure to meet deadlines.
• Ability to maintain confidentiality of sensitive tasks, assignments, and information.
• Ability to prepare and produce clear and concise documentation (e.g., processes and procedures, plans, technical diagrams, etc.).
• Willingness to work excess hours to achieve business results.
• Display enthusiasm for continuous learning.

Benefits The State of California offers a comprehensive benefits package that includes health, vision, dental, a retirement pension, a telework stipend if applicable, and an array of other options.

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

Contact Information
The Human Resources Contact is available to answer questions regarding the position or application process.
Department Website: https://hsr.ca.gov/jobs/
Human Resources Contact:
Human Resources
(916) 669-6606
humanresources@hsr.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:
EEO Office
(916) 324-1541
eeo@hsr.ca.gov
California 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.

Application Information
The STD. 678 is required and each section must be filled out completely and thoroughly. Please do not include your Social Security Number, date of birth, veteran status, personal photos, LEAP information, or any other personally identifying information on any documents in your application package.

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. Dates printed on envelopes by mobile barcodes or equivalent mobile print technology are not acceptable proof of the date the application and any other required documents or materials were filed.

If applying via postal mail or by dropping off your application, applicants must include JC-448663 and Desktop and Mobile Support, 311-440-1401-003, and 311-440-1401-004 in the 'Job Title' section of the STD. 678 to be considered for this position. Please indicate on the STD 678 your basis of eligibility in the "Explanations" field (i.e. SROA, surplus, reemployment, reinstatement, transfer, or list eligible.)

Surplus/SROA candidates must provide a copy of their surplus/SROA letter with their application. Consideration may be given to applicants on another Department's employment list, provided the criteria are met to transfer the eligibility from the employment list to the Authority's employment list. The High-Speed Rail Authority does not currently offer Training and Development opportunities at this time.

NOTE: To be considered for this job opportunity, applicants must be reachable on an employment list, have transfer eligibility, or have reinstatement eligibility. If you are new to California State service and you do not have list eligibility, you must take the exam for this classification. To gain employment list eligibility, please click here to access the exam bulletin.

Location

The High-Speed Rail Authority headquarters building is located in downtown Sacramento on the corner of 8th and L Street. We are located one block away from the 8th and Capitol light rail stop, as well as the 7th and Capitol light rail stop. The building is also within walking distance of DOCO, the California State Capitol Park, a farmer's market during summer months, and Old Sacramento.

Equal Opportunity Employer
The 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.