Service Desk Technician

Job Description And DutiesUnder general supervision of the Information Technology Services Division (ITSD) Service Desk & Field Support Information Technology (IT) Supervisor II, the Service Desk Technician will serve as a member of the IT Service Desk and will provide technical and administrative support for the California State Lottery's (Lottery) end user computing devices and office productivity software. The duties for this position are focused in the Client Services domain; however, work may be assigned in other domains as needed. This position requires a current Information Technology Associate exam. If you need to take the exam or if your score has expired, click here to gain list eligibility. This position is headquartered in Sacramento and is eligible for a hybrid telework schedule. Employees must be able to report to their assigned headquarters office as assigned. Travel expense to and from the assigned headquarters are the responsibility of the employee. Eligibility for telework requires the employee to reside in California per California Government Code Section 14200 which states: “telecommuting means the partial or total substitution of computers or telecommunication technologies, or both, for the commute to work by employees residing in California. When choosing a state organization to work for, there are a lot of options. Why choose the California State Lottery?People Are Drawn To The Lottery Because We:Are an energetic, creative, and talented teamValue diversity and inclusion in the workplaceEmpower team members to bring their knowledge, expertise, and innovationRecognize individual and team contributionsSupport the importance of work-life balanceInvest in the professional development of our team membersAre dedicated to preserving our environment by lowering our carbon footprint Desirable QualificationsIn 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 working on an IT Service Desk or within an IT Call Center environment.Experience working on and troubleshooting IT equipment using remote tools.Strong customer service skills, working with various users at all levels to address and resolve IT needs.Strong communication, analytical, organizational, and interpersonal skills.Ability to develop quality documentation that clearly articulates solutions.Experience using Microsoft Operating Systems.Experience configuring, deploying and supporting PCs, hardware, software, operating systems, peripherals, and mobile devices. Required Application Package DocumentsThe 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 optional. It may be included, but is not required.Statement of Qualifications - Please see Statement of Qualifications instructions below.