INFORMATION TECHNOLOGY ASSOCIATE
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About The Position
Under supervision of the Information Technology Supervisor II, the Information Technology Associate, as a member of the Client Services Support Unit (CSSU), provides direct assistance and services to departmental staff experiencing problems with computers and computing systems. The incumbent further performs a variety of analytical duties related to the support, installation, and maintenance of computer hardware and software. Duties include, but are not limited to the following: TECHNICAL AND CUSTOMER SUPPORT - Works independently and with minimum supervision to provide direct service and support to the California Department of Education (CDE) employees who experience problems with their desktop PC's, portable computing systems, associated printers, multi-function devices, network connections, and other related hardware and software. The incumbent will assess and determine the root cause of encounter issues, identify the correct solution(s) to the problem(s), and independently implement the identified solution(s) within guidelines established by the Technology Services Division (TSD). Configures, rebuilds, and/or re-images desktop or portable computing systems and prepares equipment for surplus. Processes warranty service on desktops, notebooks, printers, multi-function devices, and monitors. Organizes and maintains desktop, laptop, and tablet hardware refresh inventory for the department. SERVICE DESK SUPPORT - Participates in and supports the work of the Service Desk, which includes first-level telephone support to CDE employees who experience technical problems. Uses the automated call tracking system to process service or incident requests and assigns work orders to second level staff. Occasionally trains individual employees and possibly small groups of employees in specific computer skills and abilities. TEAM MEMBER - Participates in a group of technically trained co-workers in the accomplishment of a specific project, large task, or group of small tasks. Serves as an active and contributing member of special task forces or teams that may be formed from time to time to accomplish specific large projects. Maintains the automated asset and call tracking/reporting system and various desktop management tools.
