Desktop Support Specialist
The California Department of Public Health (CDPH) protects the public's health and supports creation of positive health outcomes for individuals, families and communities in collaboration with local health departments and state, federal and private partners.
This position provides information technology support for programs and their laboratories on CDPH’s Richmond Laboratory Campus, a 29-acre site in Richmond, California.
Parking and a BART shuttle service is provided.
Under general direction of the Information Technology Manger I, the Information Technology Specialist I (ITS I) provides leadership and technical expertise in performing a wide variety of tasks requiring innovative problem-solving within broadly stated and non-specific guidelines at the Richmond Laboratory Campus of the CDPH.
The ITS I works independently on assignments and leads teams to complete all tasks for providing client services. The ITS I assists in the support of the day-to-day operation and maintenance of all information technology (IT) hardware, software, and peripherals. This includes overall installation, maintenance, and administration of information technology (IT) resources in support of a centralized IT environment.
The ITS I acts as a project leader, implementer, or technical specialist in support of complex technology systems, including teleprocessing networks, that may affect a large number of people on a long term basis. The ITS I triages IT help desk tickets as a technical lead. The ITS l prioritizes and assigns first level support requests to team members, assists with resolution of first level support tickets, handles second level support tickets, and elevates issues to higher level support staff when appropriate.
The ITS I establishes effective working relationships and collaborations with diverse technical and non-technical staff and management at local, state, and federal agencies. The ITS l collaborates with program staff members, customers, IT professionals, management, and other stakeholders to support and manage requirements gathering, design, development, testing, integration, implementation, production support and maintenance of new and current systems.
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:
- Ability to provide analysis and solutions for problems and opportunities
- Experience and training in providing customer service
- Experience in triaging help desk tickets
- Experience in trouble-shooting and supporting desktop, peripherals, networks, and printers
- Experience in: Anti-Virus & Malware Diagnostics and Remediation; Anti-Virus & Malware Diagnostics and Remediation; Desktop Imaging, Deployment, and Patching; Administrating Network User Accounts, Groups, and Security Permissions; user support for accessing and using network resources, including remote access; Configuring and Using SharePoint sites; Smart-Phone Configuration & Support; Video Conferencing Support; Application Installation, Configuration and Trouble-Shooting; Developing and Documenting Procedures; Developing, Testing, and Documenting Scripts; Training and Mentoring Technical Staff and End-Users; and Emergency Operations Center support.
- Knowledge of: Microsoft Windows 11; Microsoft Office Products; Microsoft Active Directory; Microsoft PowerShell; Microsoft SharePoint; Microsoft Deployment Toolkit (MDT) & Windows Deployment Services (WDS); Symantec Anti-Virus & Encryption Suites; automated help-desk systems (e.g. Cherwell); teleconferencing systems (e.g. Zoom, Skype, Webex); AT&T VOIP phone systems; Apple iPhone support, imaging, and remote access; Citrix
- Experience eliciting and documenting business requirements
- Experience testing applications, including user acceptance testing
- Effective communication skills, both verbal and written
- Ability to develop and maintain effective and cooperative working relationships across all levels of government
- Ability to collaborate effectively with a variety of stakeholders
- Ability to work independently
- Ability to lead a team to complete tasks
- Ability to plan and work under pressure to meet work demands
- Ability to adapt to changing priorities.
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.
At the California Department of Public Health (CDPH), equity, diversity, and inclusion are at the core of our mission to advance the health and well-being of California’s diverse people and communities. We are genuinely and strongly committed to cultivating and preserving a culture of inclusion and connectedness where we can grow and learn together with a diverse team of employees. In recruiting for team members, we welcome the unique contributions that you can bring to us and the work we do.