Address
Form of workThe Governor's Office of Planning & Research (OPR) seeks to fill a Permanent, Full Time Information Technology Specialist I, Services Desk Agent, in the Information Technology Unit.
Under direction of the Service Desk Manger, the Service Desk Agent serves as a specialist on complex Information Technology (IT) systems and performs a variety of advance level tasks in connection with the analysis, installation, implementation and support of IT services and systems. This position serves as part of the 1st and 2nd level support Service Desk. Primary tasks include answering customer calls, monitoring, and responding to requests received through the IT helpdesk, documenting, troubleshooting, and tracking service disruptions throughout the enterprise. This position requires problem solving while using Information Technology Infrastructure Library (ITIL) based service management guidelines as well as industry best practices.
You will find additional information about the job in the Duty Statement .
Working Conditions
The positions at OPR may be eligible for telework with in-person attendance based on the operational needs of the position under Government Code 14200 for eligible applicants residing in California, subject to the candidate meeting telework eligibility criteria set forth in the OPR Telework Policy and/or future program need.
All OPR employees must reside in California upon appointment.
- OPR is located in Sacramento, directly across from the State Capitol.
- Requires being in a stationary position, consistent with office work, for extended periods.
- Standard office environment (artificial lighting, controlled temperature, etc.).
- Daily use of personal computer, office equipment, and/or telephone.
- Occasional extended hours outside of normal working business hours may be required.
- Reasonably expected to lift, carry, push, pull, or otherwise move objects weighing up to 30 lbs.
Minimum Requirements You will find the Minimum Requirements in the Class Specification.
- INFORMATION TECHNOLOGY SPECIALIST I
- Job Application Package Checklist
- Duty Statement
Position Details Job Code #:
JC-419436
Position #(s):
368-695-1402-002
Working Title:
Service Desk Agent
Classification:
INFORMATION TECHNOLOGY SPECIALIST I $6,139.00 - $10,229.00
# of Positions:
1
Work Location:
Sacramento County
Telework:
Hybrid
Job Type:
Permanent, Full Time
Work Shift:
Supervisor Discretion
Work Week:
Monday - Friday
Department Information
The Office of Planning and Research (OPR) serves the Governor and his Cabinet as staff for long-range planning and research and constitutes the comprehensive state planning agency. OPR assists the Governor and the Administration in planning, research, policy development, and legislative analysis. OPR formulates long- range state goals and policies to address land use, climate change, population growth and distribution, urban expansion, infrastructure development, groundwater sustainability and drought response, and resource protection. OPR's budget programs include State Planning and Policy Development, Strategic Growth Council, California Volunteers, Office of Community Partnership and Strategic Communication, Racial Equity Commission, and Youth Empowerment Commission. OPR is a fast-paced, creative work environment that requires staff to have strong collaboration skills, an ability to quickly respond to changing policy needs, and a positive attitude and sense of humor. Proven commitment to creating a work environment that celebrates diverse backgrounds, cultures, and personal experiences.
To learn more about OPR, please visit our website: https://opr.ca.gov/
Please note: Main communication for this position will be through email. Please ensure you have a valid email address on your application.
Special Requirements A completed and detailed Examination/Employment Application (STD 678) must be received in the Human Resources Office or postmarked by the final filing date. Resumes, Cover Letters, Statement of Qualifications, etc. DO NOT replace the required STD 678.
All experience and education relating to the Minimum Qualifications (MQs) listed on the Classification Specification should be included in your application package to clearly demonstrate how you meet the MQs for this position. If you are using education to meet MQs, please include your transcripts with your application package. If you have a degree from outside of the United States, you must submit an evaluation of this degree to determine the US equivalency. If you need an evaluation, you can visit the National Association of Credential Evaluation Services (NACES) website to find organizations that provide these services. The Classification Specification is located on this Job Posting under "Minimum Requirements."
For experience and education to qualify during the application screening process and to ensure that MQs can be determined, you must include all employment history on the STD 678, including detailed job descriptions, ho urs worked per week, and start/end dates (MM/DD/YYYY) . Your application package without this information may be disqualified and/or you may experience delayed processing times and your eligibility for this position may be impacted. If it is determined that you do not meet the MQs, your name will be removed or withheld from the eligibility list, rendering your eligibility as inactive and ineligible to be hired for the position. Candidates whose names have been withheld from an eligibility list may file an appeal with the State Personnel Board.
Completed application package (STD 678 and applicable or required documents) should be submitted electronically via your CalCareers Account. Please remove any confidential information (i.e. social security number, date of birth) from your documents prior to submission. For those who must submit their application packages via the postal service, please reference the above Job Control and indicate the basis of your eligibility in the "Examination(s) or Job Title(s)" section. Do not submit the "Equal Employment Opportunity" questionnaire with STD 678. This page is for examination purposes only.
Please Note: You may need to pass an examination to establish list eligibility prior to a final offer of employment. To find and take an exam, visit CalHR's CalCareers website.
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: 3/7/2024
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:
Governor's Office of Planning and Research
Attn: Human Resources Office, RPA OPR23029
1400 10th Street
Sacramento , CA 95814
Address for Drop-Off Application Packages
You may drop off your application and any applicable or required documents at:
Governor's Office of Planning and Research
Human Resources Office, RPA OPR23029
1400 10th Street
Sacramento , CA 95814
Monday through Friday (except holidays)
09:00 AM - 04:00 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.
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:
- ITIL 4 Foundation Certification or CompTIA A+ Certification.
- Previous experience in a help desk or technical support role.
- Strong knowledge of common operating systems (e.g., Windows, macOS) and software applications.
- Familiarity with hardware components, networking concepts, and troubleshooting techniques.
- Excellent customer service and communication skills, both verbal and written.
- Ability to handle multiple tasks and prioritize effectively in a fast-paced environment.
- Strong problem-solving and analytical skills.
Benefits OPR employees are eligible for a number of benefits. Health benefits and leave programs are available for most employees. Benefit eligibility may depend on length of service and collective bargaining agreements.
Some added benefits OPR offers include:
- 11 paid holidays
- Alternate work schedules
- Flexible work hours
- Hybrid schedule
- Nearby cafes and restaurants
- Walking distance to public transit
Contact Information
The Human Resources Contact is available to answer questions regarding the position or application process.
Human Resources Contact:
Human Resources Office
(916) 322-2318
recruitments@opr.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 Office
(916) 322-1431
thuong.pham@opr.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.
Disclosure Requirements
This position is designated under the Conflict of Interest Code. The position is responsible for making or participating in the making of governmental decisions that may potentially have a material effect on personal financial interests. The appointee is required to complete the Statement of Economic Interest (Form 700) within 30 days of appointment and once per year. Failure to comply with the Conflict of Interest Code requirements may void the appointment.
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.
