Service Support Specialist (Information Technology Specialist I)

Job Description and Duties The salary ranges listed in this Job Control may not reflect reductions in pay in accordance with the 2025 Personal Leave Program. Please follow the link for more information regarding the 2025 Personal Leave program. http://hrmanual.calhr.ca.gov/Home/ManualItem/1/2113 If you are motivated IT Professional who is passionate about resolving incidents and problems within IT applications and environments this position is for you! We support the Franchise Tax Board's Enterprise Tax System (ETS) along with various other legacy systems at a Level 2 capacity in Production Operations. We are looking for candidates to execute guidelines for technology governance and process improvement; track, monitor, and audit information technology assets; analyze, develop and document business processes; formulate, deliver, and coordinate end user training; resolve client incidents or requests; install, configure, maintain, and troubleshoot applications; research and analyze new client technologies; develop and update controls to ensure availability of systems and databases; maintain software product documentation; design, develop, and implement software that adheres to organizational enterprise requirements; create, enhance, and maintain information technology software solutions; gather, document, and review system requirements and specifications; and test, debug, and evaluate software systems functionality. In addition, team members facilitate and/or participate in various meetings to resolve incidents/problems, plan for future system releases, ensure coordination with business stakeholders, etc. You will partner with a group of IT Professionals to accomplish the goals of the unit and department. All duties are performed within the framework of the department’s mission and values and in line with the department’s policies and general procedures. You will work in an office environment. There is no travel involved, other than necessary for training opportunities. The Data Processing Services Section provides 24x7x365 enterprise support to both internal and external systems. This position may require occasional off hours support, you must be flexible to adapt to changing priorities and able to occasionally adjust work schedules to meet operational needs. In addition, hybrid telework schedules will be available. Additional positions may become available (eRPA 2526-00134). Please complete this optional survey letting us know how you heard about this position by clicking here. You will find additional information about the job in the Duty Statement. Special Requirements • The position(s) require(s) a Background Investigation be cleared prior to being hired. This business uses E-Verify in its hiring practices to achieve a lawful workforce. E-Verify is a web-based system that allows enrolled employers to confirm the eligibility of their employees to work in the United States. For more information about E-Verify, please go to www.dhs.gov/e-verify. CALIFORNIA CODE OF REGULATIONS, TITLE 2, SECTION 172: All candidates for, appointees to, and employees in the state civil service shall possess the general qualifications of integrity, honesty, sobriety, dependability, industry, thoroughness, accuracy, good judgment, initiative, resourcefulness, courtesy, ability to work cooperatively with others, willingness and ability to assume the responsibilities and to conform to the conditions of work characteristic of the employment, and a state of health, consistent with the ability to perform the assigned duties of the class. Where the position requires the driving of an automobile, the employee must have a valid state driver's license, a good driving record and is expected to drive the car safely. The foregoing general qualifications shall be deemed to be a part of the personal characteristics of the minimum qualifications of each class specification and need not be specifically set forth therein. **IMPORTANT NOTICE** As required by the department's rules of conduct, all employees of the Franchise Tax Board (FTB) must be in compliance with the California Revenue and Taxation Code. During the background investigation portion of the hiring process, FTB will review return information to verify California state income tax compliance. Any failure to comply with the California Revenue and Taxation Code may prevent you from being hired at FTB. You must verify your filing status by calling 1-800-852-5711 to resolve any potential tax compliance issues, prior to submitting your application and seeking employment with FTB. All applicants not currently employed with the Franchise Tax Board will be subject to a pre-employment background investigation. The investigation will consist of completion of a pre-employment questionnaire, fingerprinting, and an inquiry to the Department of Justice to disclose criminal records. We comply with the Americans with Disabilities Act. Persons with hearing or speech impairments, call TTY/TDD (800) 735-2929. 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: All Experience and Education relating to the Minimum Qualifications listed on the Classification Specification should be included to clearly demonstrate how you meet the Minimum Qualifications and Alternate Range Placement for the position on your State Application (STD Form 678). The application should also clearly demonstrate the candidate’s ability to meet the Desirable Qualifications identified in this job advertisement. The Classification Specification is located on this Job Announcement Posting under "Minimum Requirements”. • Experience applying customer service and customer support principles in an Information Technology (IT) environment • Experience troubleshooting, installing and configuring PC hardware and software • Experience working collaboratively and independently to identify problems and provide resolutions • Experience communicating technical information to non-technical customers • ITIL, HDI and/or IT certifications • Knowledge of, or experience in FTB's Business processes and workloads such as Audit, Filing, or Accounts Receivable Management • Experience with systems such as Fresh Service, AppDynamics, Operational Insights, Azure Dev Ops Server (ADOS) • Experience with FTB ETS applications such as Taxpayer Folder, Case Management, Data Inspector • Experience with FTB Legacy systems such as WASS, eGateway, BETS, TI • Experience with SQL