Under the direction of the IT Supervisor II, the Service Desk Analyst provides IT Tier I phone support and oversees operational IT services and analytical information technology-related duties in support of the OLC, California State Legislature, and legislative support offices. The incumbent's primary responsibility is to provide technical and analytical phone support related to multiple hardware and software platforms, such as, but not limited to, desktop computers (PCs), mobile devices (e.g., tablets and mobile phones), laptops, printers, multi-functional copiers (MFCs), in-house applications, and third-party software, with a strong knowledge in Microsoft Office products. The incumbent will analyze, troubleshoot, document, and resolve requests remotely while using an ITSM ticketing software. The incumbent will identify trends and major incidents to report and escalate them to the team and management. The incumbent may be asked to provide introductory training on various productivity and collaboration tools, such as Outlook, MS Teams, Zoom, WebEx, and etc. The incumbent is expected to work as a collaborative team member with peers, other sections/divisions, and those contacted during the course of duties while maintaining professionalism (i.e., business standards related to work behavior and attire) at all times. Successful performance by the incumbent requires resourcefulness, organization, flexibility, excellent communication skills, and the ability to adjust to meet workload demands. The core business hours are 8:00 a.m. to 5:30 p.m., Monday through Friday; therefore the incumbent will need to be available during these hours. The incumbent may also be asked to provide after-hours support or overtime. However, schedule may be adjusted as overtime on weekdays, weekends, and holidays is required during peak times of the year. Peak times generally fall within the legislative session which is January through October.
You will find additional information about the job in the Duty Statement .

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-430136

Position #(s):
430-154-1401-XXX

Working Title:
Service Desk Analyst

Classification:
INFORMATION TECHNOLOGY ASSOCIATE $4,792.00 - $6,420.00 L
$5,266.00 - $7,057.00 M
$5,757.00 - $7,716.00 N
$6,332.00 - $8,487.00 O

# of Positions:
1

Work Location:
Sacramento County

Telework:
Hybrid

Job Type:
Permanent, Full Time

Work Shift:
8:00 am - 5:00 pm

Work Week:
Monday - Friday

Department Information
The Office of Legislative Counsel (OLC) is a small civil service department whose mission is to provide responsive nonpartisan and confidential legal services and information technology support services to the California State Legislature and in support of the legislative process. This position is located in the heart of downtown Sacramento. The State of California provides excellent health benefits and retirement options, sick leave and vacation accrual, and paid state holidays. OLC employees are excluded from collective bargaining and, therefore, receive enhanced benefits and do not contribute fair share.

Special Requirements

Do not include any confidential information on any documents you submit for a job vacancy, such as your STD. 678, resume, or school transcripts. Confidential information that should be excluded or removed from these documents includes, but is not limited to, your social security number, birthdate, student identification number, driver license number (unless required), examination results, LEAP status, marital status, and age. (Note confidential information on the first page of the application submitted online through your CalCareers account will be redacted automatically upon submission.)

Employment Application (STD. 678):

Applications must be complete and include dates and hours worked; contact names and phone numbers of supervisors; and a description of the duties performed for each position held; reference to a resume (i.e., "See Resume") in place of a description of the duties performed will not be accepted.

School Transcripts:

When using education to qualify, unofficial transcripts must be submitted. Applicants with foreign transcripts must provide a transcript evaluation that indicates the number of units to which the foreign course work is equivalent. If selected for appointment, official transcripts will be required.

Application Instructions
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: Until Filled
Who May Apply
Individuals who are currently in the classification, eligible for lateral transfer, eligible for reinstatement, have list 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:

Office of Legislative Counsel
Attn: Coral Arana
925 L Street, Suite 900

Sacramento , CA 95814

Address for Drop-Off Application Packages

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

Office of Legislative Counsel
Coral Arana
925 L Street, Suite 900

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 required and must be included.
• School Transcripts

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:

• Two (2) years of experience providing intermediate level assistance and support on desktop and office automation products such as: Microsoft Office and Office 365, Outlook, Microsoft Teams, Internet, Microsoft Windows, personal computers, laptops, smartphones, tablets, remote access, and printer support.
• Minimum of one (1) year of experience in customer service and support in a helpdesk or call center environment .
• Ability to multi-task in a fa st paced environment.
• Well-developed communications skills, both oral and written.
• Demonstrable skills in providing excellent customer service and Microsoft Office certifications in Outlook, Word, or Excel.
• Ability to type and troubleshoot issues simultaneously.
• Experience with Active Directory.
• Working knowledge of information technology principles and best practices.
• Knowledge of the Legislative Data Center (LDC) within the OLC's business functions.

Benefits
All OLC employees are excluded from collective bargaining, and therefore, receive enhanced benefits, such as CoBen benefit allowance, employer paid life insurance, additional vacation/annual leave, and are not subject to State Disability Insurance payroll withholding. Additional information can be found on CalHR's website under California State Civil Service Employee Benefits Summary .

Contact Information
The Human Resources Contact is available to answer questions regarding the application process. The Hiring Unit Contact is available to answer questions regarding the position.
Human Resources Contact:
Coral Arana
(916) 341-8330
coral.arana@legislativecounsel.ca.gov
Hiring Unit Contact:
Fernando Camorongan
(916) 341-8620
fernando.camorongan@lc.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/Human Resources
(916) 341-8330
OLC.HumanResources@LegislativeCounsel.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.

Your Expertise

• Excellent customer services skills.
• Knowledge of Tier I IT phone support specifically for Adobe Acrobat as well as Microsoft Office products such as MS Teams, Office 365, Outlook, Word, and Excel.
• Use of technologies such as Windows 10/11, Microsoft Office 2016, 365 and mobile devices such as laptops, smart-phones and/or tablet computers.
• Knowledge and clear understanding of productivity and collaboration tools such as MS Teams, WebEx, Zoom, etc.
• Knowledge and clear understanding of ITSM ticketing systems and knowledge management documentation.
• Good communication skills, verbally over the phone and in writing.
• Knowledge and clear understanding of Active Directory.
• Strong analytical and problem solving skills with the ability to work independently and work with teams.
• Identify problems using logical, methodical, and repeatable processes.
• Ability to cultivate courteous, professional, and respectful working relationships with all customers and colleagues.
• Ability to interpret and explain technical information to non-technical individuals.
• Strong desire to train customers while maintaining excellent organizational skills and attention to detail.
• Ability to interpret customer requests to meet service needs and resolve problems.

Your Responsibilities

• Provide technical support to customers via telephone while remoting into their device.
• Provide phone support to troubleshoot issues with PCs, laptops, mobile phones, printers, and a variety of technical devices.
• Use the Cherwell Service Management ticketing software to document, track and update for assignments, and escalate appropriately.
• Maintain professional internal and external relationships that adhere to the organization's core values.
• Provide technical support using Microsoft Teams and Zoom teleworking programs.
• Continuously learn new technology trends.
• Collaborate with other sections within the OLC to provide customer focused solutions.

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.