Client Services Technician

Come join a team dedicated to providing responsive Client Support Services to the Department of Water Resources (DWR), Division of Engineering. 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 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-403831
Position #(s):
843-110-1400-900
Working Title:
Client Services Technician
Classification:
INFORMATION TECHNOLOGY TECHNICIAN $3,783.00 - $5,068.00 A
$4,104.00 - $5,501.00 B
$4,515.00 - $6,051.00 C
# of Positions:
1
Work Location:
Sacramento County
Telework:
In Office
Job Type:
Permanent Intermittent - 1500 Hours
Department Information
Division of Technology Services, Division of Engineering, Sacramento
Department of Water Resources (DWR) was established in 1956 by the California State Legislature. We manage California's water resources, systems, and infrastructure, including the State Water Project, in a responsible sustainable way.
At DWR, we are embedding climate change response into every project we undertake. We have set standards to help evaluate how each project incorporates climate resilience principles and ensure consistency across the Department. Our mission is to sustainably manage the water resources of California, in cooperation with other agencies, to benefit the state's people and protect, restore, and enhance the natural and human environments.
DWR also strives to create a trusting and welcoming workplace where employees embrace diverse viewpoints and treat each other with civility and respect. An important component of DWR's equal employment opportunity program centers around diversity, equity, and inclusion.
Department Website: https://water.ca.gov
Free career consultation services including one-on-one State career consultations, application/resume review, tips for applying, and mock interviews, provided by experienced recruiters are now available at the California Natural Resources Agency (CNRA) Career Center, located at the Poppy Pavilion, 715 P Street, Sacramento, CA 95814. Walk-ins are welcome every Tuesday and Thursday from 11am-3pm.
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: 12/8/2023
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:
Department of Water Resources
Attn: Division of Human Resources
P.O. Box 1079
Sacramento , CA 95812
Address for Drop-Off Application Packages
You may drop off your application and any applicable or required documents at:
Department of Water Resources
Certification Desk
715 P Street, 7th floor
Sacramento , CA 95814
08:00 AM - 04:30 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.
• Other - See Supplemental Questionnaire information under Special Instuctions below.

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:
Our 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) and Information Technology Service Management (ITSM). 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 Click here to read about the outstanding benefits offered to eligible employees.
Contact Information
The Hiring Unit Contact is available to answer questions regarding the position or application process.
Hiring Unit Contact:
Tina Tran
(916) 801-2351
tina.tran@water.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:
Office of Workforce Equality
(916) 653-6952
weo@water.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.
Special Instructions
To be considered, submit a completed State application (STD. 678), Resume and Supplemental Questionnaire. Please reference SAP Position #50089395 and Job Control #403831 in the Examination section of your application.
The submitted Supplemental Questionnaire information must be (12-point font) three (3) pages or less and contain the question number with the submitted 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.
Click here to complete DWR's Recruitment Survey . This survey is for research purpose only and will not affect the application status.
Examination/Assessment
For more information about the State hiring process, click here . To view the job application process video, click here .
List eligibility can be established by taking and passing the examination/assessment.
Click the examination(s)/assessment(s) information link.
INFORMATION TECHNOLOGY TECHNICIAN
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.