Lead Client Support Analyst

Under the direction of an IT Supervisor II, the incumbent serves as a Lead Client Support Analyst supporting business operations in the Santa Ana District Office, Transportation Management Center (TMC) and surrounding area.
The incumbent collaborates with management and provides leadership for the administrative and technical support for the Local Area Network, servers, storage arrays, backup systems, printers, computers, laptops, tablets, mobile devices, and telecommunications services. The incumbent performs complex activities of the System Development Lifecycle which includes systems: analysis, design, build, test, maintenance, and operations. Additionally, the incumbent provides lead support for all phases of end user device life cycle management including procurement, deployment, installation, configuration, maintenance, operation, and surplus. The incumbent provides end user training in the configuration and use of client technologies. The incumbent collaborates with peers and management to update and recommend standards, processes and procedures, and technology practices. The incumbent tracks, monitors, and audits IT assets to maintain accountability using standard asset management tools and techniques in compliance with the State Administrative Manual and other applicable policies and regulations. The incumbent also performs functions including, but are not limited to, researching, writing, reporting, presenting, etc. The incumbent may be called upon to develop web content, databases, and other office automation, desktop procedures and end user handouts. The incumbent may provide training for IT and non-IT staff. The incumbent will generally focus on second level, complex, and problematic issues, but will also provide first level support as needed, not limited to help desk and deployment.
DOMAINS:
System Engineering
Client Services
Information Technology Project Management
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.
Eligibility for hire may be determined by your score on the Information Technology Specialist I Exam. For those who do not have current eligibility (e.g. transfer, permissive reinstatement or voluntary demotions) and/or who will be new to state civil services employment, you must be on the state examination list to be eligible for these positions. The Information Technology Specialist I Exam is located here at https://www.calcareers.ca.gov/CalHrPublic/Exams/Bulletin.aspx?examCD=2PBBR.
You will find additional information about the job in the Duty Statement .
Working Conditions
This position is located in Santa Ana.
The incumbent will work indoors in a climate-controlled environment under artificial lighting. The incumbent may be required to work for extended periods of time in a computer room that maintains an approximate temperature of 70 degrees. The incumbent may telework. Travel may be required on occasion to support other Caltrans offices. Some weekend or after-hours work may be required. The incumbent must value cultural diversity and other individual differences in the workforce; adjust rapidly to new situations warranting attention and resolution; be open to change and new information; adapt behavior and work methods in response to new information, changing conditions, or unexpected obstacles; consider and respond appropriately to the needs, feelings, and capabilities of others; be tactful and treat others with respect. The incumbent must be able to lift computer equipment that weighs up-to 50 pounds.
This position may be eligible for telework. The amount of telework is at the discretion of the Department and based on Caltrans's evolving telework policy. Caltrans supports telework, recognizing that in-person attendance may be required based on operational needs. Employees are expected to be able to report to their worksites with minimum notification if an urgent need arises. The selected candidate will be required to commute to the headquartered location as needed to meet operational needs. Business travel may be required, and reimbursement considers an employee's designated headquartered location, primary residence, and may be subject to CalHR regulations or applicable bargaining unit contract provisions. All commute expenses to the headquartered location will be the responsibility of the selected candidate.
New to State candidates will be hired into the minimum salary of the classification or minimum of alternate range when applicable.
Minimum Requirements You will find the Minimum Requirements in the Class Specification.

• INFORMATION TECHNOLOGY SPECIALIST I

Additional Documents

• Job Application Package Checklist
• Duty Statement

Position DetailsJob Code #:
JC-403861
Position #(s):
900-182-1402-XXX
Working Title:
Lead Client Support Analyst
Classification:
INFORMATION TECHNOLOGY SPECIALIST I$5,960.00 - $7,988.00 A
$6,554.00 - $8,784.00 B
$7,197.00 - $9,643.00 C
# of Positions:
Multiple
Work Location:
Orange County
Telework:
Hybrid
Job Type:
Permanent, Full Time
Department Information
Caltrans Mission: Provide a safe and reliable transportation network that serves all people and respects the environment.
Caltrans Vision: A brighter future for all through a world-class transportation network.
The Caltrans workforce is made up of diverse and unique individuals who contribute to our organizational success. Caltrans is about celebrating diversity, valuing one another, and recognizing that Caltrans is strong not in spite of the diverse attributes of our workforce, but because of our diversity.
Department Website: www.dot.ca.gov
Frequently Asked Questions for an Applicant: http://dot.ca.gov/jobs/docs/faq-ct-applicants-081617.pdf
Director's EEO Policy : https://dot.ca.gov/programs/equal-employment-opportunity
Director's EEO Policy Statement: https://dot.ca.gov/programs/equal-employment-opportunity
Special Requirements
Please submit a Statement of Qualifications with your application. Instructions for Statement of Qualifications:

Format and Length: Your SOQ should be typed and formatted as a professional document. It should not exceed two pages in length. Please use Arial font and 12-point size. Save your document in PDF format before submission.

Contact Information: Begin your SOQ with your full name, address, phone number, and email

Summary of Qualifications: In this section, provide a bulleted or numbered list of your key qualifications, skills, and experiences that are relevant to the position. Use concrete examples and metrics whenever possible to demonstrate your abilities.

Professional Experience : Describe your most relevant work experience. Be sure to highlight accomplishments and responsibilities that directly relate to the job duties and questions below. Use specific examples to showcase your skills and achievements.

Project Experience: Tell us more about a specific project and/or experience where you evaluated a new technology, resolved a complex problem, or acted as the lead; what were the key issues and what were the results?

Proofread: Before submitting your SOQ, carefully proofread it for errors in grammar, punctuation, and spelling. Ensure that it is well-organized and free from typos.

Question 1
Summary of Qualifications: In this section, provide a bulleted or numbered list of your key qualifications, skills, and experiences that are relevant to the position. Use concrete examples and metrics whenever possible to demonstrate your abilities.
Question 2
Professional Experience: Describe your most relevant work experience. Be sure to highlight accomplishments and responsibilities that directly relate to the job duties and questions below. Use specific examples to showcase your skills and achievements.
Question 3
Project Experience: Tell us more about a specific project and/or experience where you evaluated a new technology, resolved a complex problem, or acted as the lead; what were the key issues and what were the results?
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: 12/6/2023
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. 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 Transportation
Attn: Caltrans HR Contact
Certification Services MS-90
P O Box 168036
Sacramento , CA 95816-8036
Address for Drop-Off Application Packages
You may drop off your application and any applicable or required documents at:
Department of Transportation
Caltrans HR Contact
Classification and Hiring Unit - ECOS
1727 30th Street, MS 90
Sacramento , CA 95816
Closed on weekends and State holidays.
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 - Statement of Qualifications (SOQ) is required. Please see the Special Requirements section for SOQ instructions.
• Other - If you are basing your eligibility on education, provide your transcripts. Applicants with foreign transcripts must provide a transcript evaluation that indicates the number of units to which the foreign course work is equivalent. Transcripts and evaluations may be unofficial; official transcripts will be required upon appointment. Please redact birthdates and social security numbers. If you are not basing your eligibility on an educational requirement, you may instead use the bypass option (when applying, select Choose/Upload for the required document and then select Bypass File).

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.
Benefits
Click HERE to view the Benefits Summary for Civil Service Employees in the State of California.
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:
Thomas Ketchingman
(279) 234-2422
Thomas.Ketchingman@dot.ca.gov
Hiring Unit Contact:
IT Admin HR
(279) 599-8224
IT.Admin.HR@dot.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:
Caltrans EEO Office
(844) 368-3367
Ask.eeo@dot.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.
Important Applications Instructions:
The State application (STD. 678) is required and each section must be filled out completely and thoroughly. For mailed or hand delivered applications to be considered for this position, the Job Control number (JC-403861), PARF# 20-4-136 and title of the position (Information Technology Specialist I) must be included on the STD. 678 form.
Electronic applications through your CalCareers account are highly recommended and encouraged.
Candidates that meet the minimum qualifications based on possession of EDUCATION, LICENSE, OR CERTIFICATE must include a copy of your DEGREE/TRANSCRIPTS, LICENSE, or CERTIFICATE, along with your State application (STD. 678), to be considered for this position.
NOTE: Do not submit the "Equal Employment Opportunity" questionnaire (page 5) with your completed State application (STD. 678). This page is for examination use only. Do not include any confidential information on any documents you submit for this job vacancy, such as your state application, resume, or educati...