Telework Option - Hybrid - Help Desk Support Technician

Job Description and Duties

Under close supervision of the Information Technology Supervisor II , the Helpdesk Support Technician provides services which encompass the Information Technology (IT) domain of Client Services and is the first point of contact for end users providing support and information related to IT hardware, products and services provided to the Department.

HCD values diversity at all levels of the organization and is committed to fostering an environment in which employees from a variety of backgrounds, cultures, and personal experiences are welcomed and can thrive. HCD believes the diversity of our employees and their unique ideas inspire innovative solutions to further our mission. Join HCD and help us improve the lives of all Californians.



Please Note: A Statement of Qualifications must be submitted along with your application in order to be considered for this position. Please see “special requirements” section for statement of qualifications instructions.

Per CCR 249.3, this job control may be used to fill subsequent vacancies.



Under California Government Code Section 14200, this position is eligible for hybrid telework and may be eligible for full-time remote work in some circumstances and/or time-periods, at the sole discretion of the Department. Telework-eligible applicants must reside in California. Headquarter location will be designated on the selected candidate's primary residence location. This is subject to change if HCD's criteria is met.

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 TECHNICIAN

Additional Documents

• Job Application Package Checklist
• Duty Statement

Position Details

Job Code #:

JC-454913

Position #(s):

401-111-1400-XXX

Working Title:

Telework Option - Hybrid - Help Desk Support Technician

Classification:

INFORMATION TECHNOLOGY TECHNICIAN
$4,013.00 - $5,377.00 A

$4,354.00 - $5,836.00 B

$4,790.00 - $6,420.00 C

# of Positions:

Multiple

Work Location:

Sacramento County

Telework:

Hybrid

Job Type:

Permanent, Full Time

Department Information

The mission of the Department of Housing and Community Development (HCD) is to promote safe, affordable homes and vibrant, inclusive, sustainable communities for all Californians. To learn more about HCD, please visit us at our website.

Department Website: https://www.hcd.ca.gov/

Special Requirements



Confidentiality
Do not include any confidential information on any documents you submit for a job vacancy, such as your State application, resume, or educational transcripts. Confidential information that should be excluded or removed from these documents includes, but is not limited to, your Social Security Number (SSN), birthdate, student identification number, driver’s license number (unless required), basis of eligibility, examination results, LEAP status, marital status, and age. Confidential information on the first page of applications submitted electronically online, such as Easy ID number, SSN, examination related information, and driver’s license number will automatically be redacted upon submission.

Employment Application (STD.678)

It is a requirement to submit work experience, dates, and hours worked, contact names and phone numbers of supervisors on the state application. Resumes or other documents cannot substitute a state application. Applicants who fail to submit a completed STD. 678 will not be considered.

Statement of Qualifications (SOQ)

Interested individuals must submit a Statement of Qualifications (SOQ) in addition to the standard state application (form STD 678). Your SOQ will be considered the first interview for this position. If your qualifications are competitive, you will be invited to a formal interview. Resumes, cover letters, or any other documents cannot substitute the SOQ . When completing the SOQ, number your responses , include all relevant experience, education, and training, as applicable, and explain all answers thoroughly. Your SOQ should not exceed two pages, single-spaced, Arial 12-point font and address the following :

Describe what you think the role & responsibilities of a Help Desk employee would include.

Do you think a Help Desk position is inherently more technical based or service delivery? Provide details to support your conclusion.

Describe the elements of a good communicator, how would those elements integrate with a Help Desk position?

HCD Disclosure Requirements

Selected candidates may be subject to rules imposed by a Conflict of Interest Code that apply to HCD employees, which may require filing a Statement of Economic Interest (Form 700).

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: 11/4/2024
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. Individuals who are eligible for a Training and Development assignment may also be considered for this position(s).

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:

Department of Housing & Community Development

Postal

Attn: Hiring Unit-JC-454913

P.O. Box 952050

Sacramento , CA 94252-2050

Address for Drop-Off Application Packages

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

Department of Housing & Community Development

Drop-Off

HCD Hiring Unit-JC-454913

651 Bannon Street (Lobby)

Sacramento , CA 95811

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.
• Statement of Qualifications -
  Please see Statement of Qualifications section.
  

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:

• Ability to communicate professionally and effectively, both verbally and in writing, with a variety of stakeholders
• Strong writing, analytical, troubleshooting, and research skills
• Strong customer service skills, able to work both in a team, with coworkers, and independently with a variety of people at all levels.
• Ability to handle multiple priorities simultaneously and effectively.
• Ability to analyze issues, define problems and make timely and effective decisions.
• Strong organizational and time management skills
• Help Desk Technology Experience: Install, Troubleshoot, Diagnose

• MS Windows Operating Systems
• MS O365 Suite of products and services
• Broad spectrum experience with end-point hardware: computing, mobile, and smart devices, desktop and end-point peripherals

• Imaging Software experience
• Remote Desktop Access Experience
• Experience with enterprise ITSM and ITAM solutions
• Functional Network Knowledge - (e.g. Active Directory, account creation, organizational unit account groups, user account permissions, Password Reset, Network and or shared drives, customize network settings, workgroups, IP address, Windows Server, SharePoint)
• Experience developing and revising technical user procedures with step-by-step instructions.

Benefits

HCD employees are eligible for a number of benefits. Health benefits and leave programs are available for most permanent, full-time employees and some permanent, part-time employees. Benefit eligibility may depend on length of service and may be subject to collective bargaining agreements, which are contracts negotiated between the State of California and employee organizations that define employees' wages, hours, and conditions of employment.

Some added benefits HCD offers include: Flexible Work Hours, Telework Opportunities, Health, Dental & Vision Benefits, Paid Sick & Vacation, Retirement, Basic Group Term Life Insurance, Employee Assistance Program, 11 Paid Holidays, 401(k) & 457 plans, Military Leave, Student Loan Forgiveness, Long Term Care, Group Legal Services, and Reimbursement Accounts.

Effective July 1, 2024, HCD headquarters will be located at the May Lee State Office Complex (MLSOC), 651 Bannon Street, Sacramento CA 95811. The 17.3-acre site is designed to achieve zero net energy (ZNE) and zero net carbon (ZNC) through the use of State-purchased carbon-free green energy. Amenities will include various dining options, childcare center, fitness center, and much more!

For more details about employee benefits, visit the California Department of Human Resources website.

Contact Information

The Hiring Unit Contact is available to answer questions regarding the position or application process.

Department Website: https://www.hcd.ca.gov/

Hiring Unit Contact:
Hiring Unit JC 454913
(000) -
Hiring@hcd.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:
Medical Management Unit
(000) -
medical.management@hcd.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.

Additional Information

Click on the following link to complete a department recruitment survey: Recruitment Survey .

To become 'list eligible' for consideration, interested candidates must successfully pass a civil service exam.

You may apply and take the exam online at CalCareers .

If you're new to the state application process please visit 3 Steps to a State Job .

Visit the SOQ Checklist for Candidates for tips on completing a Statement of Qualifications.

All information regarding your employment history must be included on the State Employment Application STD. 678. Applications that are submitted blank or with “see resume” in place of duties performed or applications received without the following information for each job entry will be considered incomplete and will not be accepted:

• "To" and "from" dates (month/day/year)
• Hours worked per week
• Private sector job titles
• Supervisor name and phone number
• Job duties performed
• State employees must list the specific departments for which they worked and indicate the specific civil service classification titles held (not working titles).

Background Investigation

For all hires effective January 1, 2024, HCD will conduct a pre-employment background check on new to HCD and returning to HCD candidates. HCD will consider qualified candidates with a criminal history pursuant to the California Fair Chance Act. You do not need to disclose your criminal history or participate in a background check until a conditional job offer is made to you. After making a conditional offer and running a background check, if HCD is concerned about a conviction that is directly related to the job, you will be given the chance to explain the circumstances surrounding the conviction, provide mitigating evidence, or challenge the accuracy of the background report. Find out more about the Fair Chance Act by visiting the Civil Right’s Department Fair Chance Act webpage.

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.

Closing Date/Time: 11/4/2024

• 

• CA Department of Housing & Community Development

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