Job Posting: Helpdesk Analyst

Department of Financial Protection and Innovation

JC-244937
-
Helpdesk Analyst
INFORMATION TECHNOLOGY SPECIALIST I

$5,562.00 - $8,999.00 per Month

Final Filing Date: 4/19/2021

Job Description and Duties

Effective July 1, 2020, in response to the economic crisis caused by the COVID-19 pandemic, the Department of Human Resources implemented the Personal Leave Program 2020 (PLP 2020). State employees are subject to a 9.23% salary reduction in exchange for 16 hours per month of PLP 2020 leave credits. The salary information listed under “Position Details” does not reflect the reduction in pay.

The Department of Financial Protection and Innovation is recruiting for two (2) permanent, full-time Information Technology Specialist I positions in the Information Technology Office. Positions to be located in the Sacramento office. This recruitment may be used to fill subsequent vacancies of these positions within the next 180 days.

Monitors the Help Desk Systems. Assists with managing and development of DFPI enterprise images, software packages and patch management. Maintains software for all computer systems in the DFPI. Monitor IT Management portals such as Volume Licensing, Office 365 Admin Center and security dashboards. Help Desk Systems duties may consist of but are not limited to: creating user accounts in AD; assisting remote users with VPN or remote access issues; troubleshooting and/or providing assistance for printer issues (local and networked); and other network, hardware, and/or software support. Ensures hard drives have removed and/or destroyed data in accordance with industry-accepted practices prior to be surpluses or discarded.

Provides help desk functional support of the more complex end-user issues, tracks inventory, deploys computers, laptops, tablets, printers, etc. Manages file permissions, security access and rights. Independently escalates issues to programming and/or network staff.

Functions as a point of contact for help desk end-users, providing direct help desk support of the departmental DOCQNET scanners and related DOCQNET subsystems; troubleshooting issues with scanning functionality; training users on the basic functions of the scanners; provides support of data retrieval for ADHOC reports via advanced find reports; and performs analysis with end-users in determining requirements for ADHOC reports and enhancement requests.

Prepares training documentation and provides hands–on training and support of new users. As a member of the Help Desk team, assists in the development of work plans for the implementation of new enhancements; assists in evaluating systems-level upgrades to ensure high system performance satisfaction to our end-users; and provides analysis of complex issues, including the preparation and development of formal recommendations to management to ensure continued system performance and availability.

Performs other related duties as required, such as assisting with training and meeting setup including ensuring the functionality of laptop(s), projector(s) and network connection(s).

You will find additional information about the job in the Duty Statement.

Working Conditions

The Sacramento office is located in north Natomas. The Natomas office offers FREE PARKING, is easily accessible from INTERSTATES 5 and 80, and is also close to various dining and shopping choices in the Natomas area.

Minimum Requirements

You will find the Minimum Requirements in the Class Specification.

Position Details

Job Code #:
JC-244937
Position #(s):
410-113-1402-302
410-113-1402-301
Working Title:
Helpdesk Analyst
Classification:
INFORMATION TECHNOLOGY SPECIALIST I
$5,562.00 - $7,454.00 A
$6,116.00 - $8,197.00 B
$6,715.00 - $8,999.00 C
# of Positions:
2
Work Location:
Sacramento County
Job Type:
Permanent, Full Time
Work Shift:
8:00 a.m. - 5:00 p.m.
Work Week:
Monday - Friday

Department Information

The Department of Financial Protection and Innovation (DFPI) (formerly Department of Business Oversight) protects consumers and oversees financial service providers and products. The DFPI supervises the operations of state-licensed financial institutions, including banks, credit unions and money transmitters. Additionally, the DFPI licenses and regulates a variety of financial service providers, including securities brokers and dealers, investment advisers, payday lenders and other consumer finance lenders. The DFPI offers benefit packages, competitive salary, a robust training program and opportunities for advancement.
Department Website: https://dfpi.ca.gov/

Special Requirements

If education is being used to meet the minimum qualifications, please submit a copy of your college transcripts that contain the following information: name of institutions, completion date of degree conferred, and semester or quarter credits earned.

Application Instructions

Completed applications and all required documents must be received or postmarked by the Final Filing Date in order to be considered. Dates printed on Mobile Bar Codes, such as the Quick Response (QR) Codes available at the USPS, are not considered Postmark dates for the purpose of determining timely filing of an application.

Final Filing Date: 4/19/2021

Who May Apply

Individuals who are currently in the classification, eligible for lateral transfer, eligible for reinstatement, have list eligibility, are in the process of obtaining list eligibility, or have SROA and/or Surplus eligibility (please attach your letter, if available). SROA and Surplus candidates are given priority; therefore, individuals with other eligibility may be considered in the event no SROA or Surplus candidates apply.

Applications will be screened and only the most qualified applicants will be selected to move forward in the selection process.
Applicants must meet the Minimum Qualifications stated in the Classification Specification(s).

How To Apply

Complete Application Packages (including your Examination/Employment Application (STD 678) and applicable or required documents) must be submitted to apply for this Job Posting. Application Packages may be submitted electronically through your CalCareer Account at www.CalCareers.ca.gov. When submitting your application in hard copy, a completed copy of the Application Package listing must be included. If you choose to not apply electronically, a hard copy application package may be submitted through an alternative method listed below:

Address for Mailing Application Packages

You may submit your application and any applicable or required documents to:

Department of Financial Protection and Innovation
Attn: Julie Nickles
Human Resources Office
2101 Arena Blvd.
Sacramento, CA 95834

Address for Drop-Off Application Packages

You may drop off your application and any applicable or required documents at:

Department of Financial Protection and Innovation
Julie Nickles
Human Resources Office
2101 Arena Blvd.
Sacramento, CA 95834
08:00 AM - 05:00 PM

Required Application Package Documents

The following items are required to be submitted with your application. Applicants who do not submit the required items timely may not be considered for this job:

  • Current version of the State Examination/Employment Application STD Form 678 (when not applying electronically), or the Electronic State Employment Application through your Applicant Account at www.CalCareers.ca.gov. All Experience and Education relating to the Minimum Qualifications listed on the Classification Specification should be included to demonstrate how you meet the Minimum Qualifications for the position.
  • Resume is required and must be included.
Applicants requiring reasonable accommodations for the hiring interview process must request the necessary accommodations if scheduled for a hiring interview. The request should be made at the time of contact to schedule the interview. Questions regarding reasonable accommodations may be directed to the EEO contact listed on this job posting.

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:
  • Experience installing, maintaining, troubleshooting and configuring Windows 10
  • Experience managing Active Directory and Office 365, including reporting and alerting
  • Experience managing System Center Configuration Manager and creating, maintaining, and deploying software packages
  • and images.
  • Experience developing, documenting, and maintaining current processes and procedures.
  • Experience managing and securing end points
  • Experience remotely troubleshooting and assisting customers


Benefits

State employees may be eligible for health, dental, vision and leave benefits, as well as retirement programs and other benefits. Benefit eligibility may depend on length of service and may be subject to collective bargaining agreements, which are contracts negotiated between the State of California and employee organizations that define employees’ wages, hours and conditions of employment. Other possible benefits include:

• Alternate Work Schedules
• Telework
• Reimbursement Accounts

General State Employment Benefits and Protections

Click here to view more information about the outstanding benefits offered to State employees.

Contact Information

The Human Resources Contact is available to answer questions regarding the position or application process.

Department Website: https://dfpi.ca.gov/
Human Resources Contact:
Julie Nickles
(916) 576-3181
julie.nickles@dfpi.ca.gov

Please direct requests for Reasonable Accommodations to the interview scheduler at the time the interview is being scheduled. You may direct any additional questions regarding Reasonable Accommodations or Equal Employment Opportunity for this position(s) to the Department's EEO Office.

EEO Contact:
Kevin Morrison
(916) 576-4938
kevin.morrison@dfpi.ca.gov
California Relay Service: 1-800-735-2929 (TTY), 1-800-735-2922 (Voice) TTY is a Telecommunications Device for the Deaf, and is reachable only from phones equipped with a TTY Device.

Additional Filing Instructions

• You are encouraged to apply electronically through your CalCareers account.
• If applying with a hard copy application, please reference “JC-244937/RPA# 20-ITO0016/0019” in the Job Title section of your State application in order to be considered for this vacancy.
• Hard copy applications not received or postmarked by 5:00 pm on the final filing date will not be accepted.
• Emailed and faxed applications will not be accepted.

Equal Opportunity Employer

The State of California is an equal opportunity employer to all, regardless of age, ancestry, color, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding and related medical conditions), and sexual orientation.

It is an objective of the State of California to achieve a drug-free work place. Any applicant for state employment will be expected to behave in accordance with this objective because the use of illegal drugs is inconsistent with the law of the State, the rules governing Civil Service, and the special trust placed in public servants.

Application Methods:
Electronic (Using your CalCareer Account)
By Mail
Drop-off