Desktop Support (Information Technology Associate)

Job Description and Duties As the state’s federally mandated Medicaid Fraud Control Unit (MFCU), the Division of Medi-Cal Fraud and Elder Abuse (DMFEA) works aggressively to investigate and prosecute fraudulent activities and the illegal diversion of health care resources from California’s most vulnerable citizens. Under the general supervision of the Information Technology Manager I, the incumbent performs a variety of systems analysis and technical activities in support of the Division's local area networks (LAN). The incumbent functions as a local administrator, providing daily operational support for the LAN in each of the Division offices statewide. The position is one of the key persons responsible for coordinating and enforcing network standards and working with the Wide Area Network (WAN) engineers to assist in troubleshooting and resolving complex network issues and problems to maintain optimal ongoing daily support of the network. The incumbent also works with the Technical Assistance Center (TAC) and Hawkins Data Center (HDC) of the Department on matters of enterprise issues and concerns. The incumbent may also participate in or act as a project coordinator for automation activities, studies, and projects assigned by the Division Director which have statewide application or impact. These include innovative strategies for the production of investigative and prosecutorial workloads such as new technologies for case management, document management, teleprocessing, etc. 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. • Clearly indicate the Job Control JC-534955 and the title of this position in the “Examination or Job Title(s) For Which You Are Applying” section located on the first page of your State Application. • Clearly indicate the basis of your eligibility in the "Explanations" section located on the first page of you State Application. • If you are using education to meet the minimum qualifications for this position, you must submit a copy of your transcript or diploma. Unofficial school transcripts may be accepted during the application process; however, submission of official transcripts is required prior to appointment. 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 work in a fast-paced environment and to organize workload to meet demands. • Demonstrate the ability to coordinate field and office related work assignments with investigators, auditors, and attorneys. • A proven track record demonstrating the ability to professionally collaborate with multiple internal and external agencies (e.g., other sections of CA DOJ, OIG, FBI.) • Must possess an established history performing IT technical support work, familiarity with project management principles, and the ability to successfully work with all levels of staff. • Excellent oral and written communication skills and ability to handle work assignments with tact and diplomacy. • Flexibility and willingness to adjust to changing assignments and priorities. Statement of Qualifications 1. Describe your background, job-related experience, education, and/or training in Information Technology, specifically in desktop support that makes you qualified for this position. 2. Describe your experience diagnosing, repairing, and deploying enterprise endpoint hardware and client-side systems. In your response, specifically highlight your hands-on experience imaging personal computers (PCs), troubleshooting physical hardware components (such as broken laptop/desktop displays), utilizing Active Directory (AD) for identify and user management, and supporting local network (LAN) connectivity. 3. Detail your professional experience managing the lifecycle of IT assets, including both Hardware Asset Management (HAM) and Software Asset Management (SAM). Specifically describe your proficiency utilizing ServiceNow (or a similar ITSM platform) to track inventory, audit software compliance/licensing allocations, and maintain device accuracy from procurement to disposal. Please include any methods you have used to maintain tight physical organization of technology equipment.