Help Desk Associate (Information Technology Associate)

Job Description and Duties This position is in the Client Services, Business Technology Management, and Software Engineering domains. Under the general supervision of the Information Technology Supervisor II (Help Desk Supervisor), and the Chief Technology Officer for the Department of Consumer Affairs. The incumbent performs a variety of tasks associated with the technical support, installation, analysis, development, and implementation of personal computers and related software/hardware equipment for the Medical Board of California (Board) and associated clients. The incumbent provides technical support to the Board’s licensees, applicants, and consumers using the Department of Consumer Affairs BreEZe system. In all job functions, employees are responsible for creating an inclusive, safe, and secure work environment that values diverse cultures, perspectives, and experiences, and is free from discrimination. Employees are expected to provide all members of the public equitable services and treatment, collaborate with underserved communities and tribal governments, and work toward improving outcomes for all Californians. Please let us know how you heard about our position by taking this brief survey. https://forms.office.com/g/ZDz01HNTGG CalCareers Exams: Once you find the job you want, we need to learn more about you. We will evaluate your education, experience, abilities, and knowledge through an assessment. The assessment process can take many forms, including an interview or exam, depending on the job. You will find additional information about the job in the Duty Statement. Special Requirements Criminal Offender Record Information: Title 11, section 703 (d) of the California Code of Regulations requires criminal record checks of all personnel who have access to Criminal Offender Record Information (CORI). Pursuant to this requirement, applicants for this position will be required to submit fingerprints to the Department of Justice and be cleared before hiring. In accordance to DCA's (CORI) procedures, clearance shall be maintained while employed in a CORI-designated position. Additionally, the position routinely works with sensitive and confidential issues and/or materials and is expected to maintain the privacy and confidentiality of documents and topics pertaining to individuals or to sensitive program materials at all times. 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: • Strong customer service mindset, with a focus on empathy, patience, and problem resolution.• Experience providing technical support in a help desk or service desk environment.• Familiarity with enterprise tools such as Active Directory, Office 365, endpoint management platforms, or ticketing systems.• Ability to troubleshoot hardware, software, and connectivity issues with a structured, methodical approach.• Solid communication skills to explain technical topics to both technical and non-technical users.• Demonstrated ability to work collaboratively in team settings and build productive working relationships.• Capacity to manage multiple tasks, prioritize workloads, and meet deadlines in a fast-paced environment.