Client Support Desk Lead (Information Technology Specialist I)

Job Description and Duties Are you interested in a meaningful and impactful career? Would you like to contribute to protecting people and the environment and accelerating a statewide transition to sustainable pest management? The Department of Pesticide Regulation (DPR) could be the place for you! The Department of Pesticide Regulation is seeking an energetic and motivated Information Technology Specialist I for our Information Technology Branch team. The Information Technology Specialist I (ITS I) will serve as the Lead for the Information Technology Branch (ITB) in the Client Support Desk (CSD) performing software and hardware technical support for computer deployment, image deployment, inventory and customer service needs. The ITS I will work closely with the Information Security Officer (ISO) and the Security team to monitor, re-mediate, and report on vulnerabilities to the department computer systems including patching on endpoint devices, utilizing Microsoft InTune and third-party patch application to configure, download, and deploy patches to resolve security vulnerabilities. Serves as a primary Project Manager for CSD related-projects. Develops IT documentation in process and procedure for various technical documentations. As an analyst at the Specialist I level, troubleshoots the most complex hardware, software and networking errors, identifying the root cause and resolving problems or escalating to appropriate specialists. Provides expertise or guidance to technicians or entry level analysts on the CSD in resolving desktop hardware and software issues. The ITS I will participate in Information Technology projects as technical lead or team member. Provides project inputs in planning, or reporting documents as required. Acts as a Lead for the department's Audio and Video support including hardware and software. Utilizes ServiceNow ITSM application to manage and document customer support and systems administration request. Provides primary coverage and support to the network and infrastructure teams, and works after hours to support system recovery, and maintenance or upgrade activities, as required. Strong written and verbal communication skills are required as well as a positive customer-service attitude. You will find additional information about the job in the Duty Statement. Special Requirements • This position is designated Conflict of Interest and requires disclosure of economic interests. • If education is required to meet the minimum qualifications, you must include a copy of your degree and/or unofficial transcripts in order to verify you meet the minimum qualifications. If you use unofficial transcripts to verify you meet the minimum qualifications, you must provide official transcripts prior to your start date, if selected for the position. • Please do not include any confidential information on any documents you submit for this job vacancy. Confidential information includes, but is not limited to: basis of eligibility, examination results, LEAP status, Social Security Number (SSN), birthdate, marital status, age, national origin, medical conditions, and use of medical leave. 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: • Fast learner, ability to pick up new concepts quickly. • Experience maintaining various written and electronic materials. • Experience in IT Security patching and remediation. • Experience in Zoom and Microsoft Teams conference configuration and troubleshooting. • Experience in writing and developing IT documentation for process and procedure. • Experience developing dynamic data driven applications using Microsoft O365, ServiceNow ITSM, Remote Desktop, Microsoft InTune, Endpoint patching, Asset Management and Microsoft Operating Systems. • Ability to communicate respectfully and with sensitivity. Critical Job Competencies: Leadership: Lead by example; communicate and inspire energy and enthusiasm for the work; respond to changing circumstances while remaining committed to the department's vision, mission, values, and goals; facilitate acceptance and implementation of change, even if ambivalent. Political Acumen: Identify the internal and external politics that impact the work of the organization; consider a broad range of internal and external factors (big picture) when solving problems and making decisions; in taking action, demonstrate an understanding and consideration of how it will impact stakeholders and affected areas in the organization. Communication: Facilitate open exchange of ideas and opinions; actively listen; effectively use email to communicate with customers and co-workers; make clear and convincing oral presentations to individuals or groups; inform, persuade, build consensus; select and use appropriate communication approach. Self-Motivation: Demonstrate a bias toward optimism and maintain sense of humor; view mistakes as opportunities for growth/positive learning experiences. Flexibility/Adaptability: Readily integrate changes midstream into work processes and outputs; demonstrate openness to new organizational structures, procedures, and technology; shift gears comfortably. Teamwork: Facilitate and maintain cooperative working relationships; work toward accomplishment of group goals; value and encourage the input and expertise of others; foster commitment, team spirit, pride, and trust.