Telework Option - Hybrid - Help Desk Supervisor

Job Description and Duties

Under general direction of the Information Technology Manager I, the Helpdesk Supervisor ensures staff are meeting service level agreements and adhering to standard IT processes and procedures. The Helpdesk Supervisor provides training to staff, oversees short term functions (i.e. upgrading desktops), provides progress updates toward strategic objectives. The Helpdesk Supervisor supervises day-to-day operations and performs administrative functions. The Helpdesk Supervisor plan, organize, and direct the work of one or more information technology programs or units, and may occasionally perform the most difficult or sensitive work.

HCD values diversity at all levels of the organization and is committed to fostering an environment in which employees from a variety of backgrounds, cultures, and personal experiences are welcomed and can thrive. HCD believes the diversity of our employees and their unique ideas inspire innovative solutions to further our mission. Join HCD and help us improve the lives of all Californians.



Please Note: A Statement of Qualifications must be submitted along with your application in order to be considered for this position. Please see “special requirements” section for statement of qualifications instructions.

Per CCR 249.3, this job control may be used to fill subsequent vacancies.



Under California Government Code Section 14200, this position is eligible for hybrid telework and may be eligible for full-time remote work in some circumstances and/or time-periods, at the sole discretion of the Department. Telework-eligible applicants must reside in California. Headquarter location will be designated based on the selected candidate's primary residence location. This is subject to change if HCD's criteria is met.

Hybrid Status with mandatory in-office attendance, exemptions for full time telework will not be considered. The 50-mile radius is not a qualifying exemption for in-office attendance, full-time telework is not available. A candidate must work from the May Lee State Office Complex (MSLOC) 651 Bannon Street Sacramento, CA 95811 office every week; at minimum it will be 2-days per week and additional days as required.

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

Working Conditions

HCD Disclosure Requirements

Selected candidates may be subject to rules imposed by a Conflict of Interest Code that apply to HCD employees, which may require filing a Statement of Economic Interest (Form 700).

Minimum Requirements

You will find the Minimum Requirements in the Class Specification.

• INFORMATION TECHNOLOGY SUPERVISOR II

Additional Documents

• Job Application Package Checklist
• Duty Statement

Position Details

Job Code #:

JC-454877

Position #(s):

401-111-1404-004

Working Title:

Telework Option - Hybrid - Help Desk Supervisor

Classification:

INFORMATION TECHNOLOGY SUPERVISOR II
$8,256.00 - $11,063.00

# of Positions:

Multiple

Work Location:

Sacramento County

Telework:

Hybrid

Job Type:

Permanent, Full Time

Department Information

The mission of the Department of Housing and Community Development (HCD) is to promote safe, affordable homes and vibrant, inclusive, sustainable communities for all Californians. To learn more about HCD, please visit us at our website.

Department Website: https://www.hcd.ca.gov/

Special Requirements



Confidentiality

Do not include any confidential information on any documents you submit for a job vacancy, such as your State application, resume, or educational transcripts. Confidential information that should be excluded or removed from these documents includes, but is not limited to, your Social Security Number (SSN), birthdate, student identification number, driver’s license number (unless required), basis of eligibility, examination results, LEAP status, marital status, and age. Confidential information on the first page of applications submitted electronically online, such as Easy ID number, SSN, examination related information, and driver’s license number will automatically be redacted upon submission.

Employment Application (STD.678)

It is a requirement to submit work experience, dates, and hours worked, contact names and phone numbers of supervisors on the state application. Resumes or other documents cannot substitute a state application. Applicants who fail to submit a completed STD. 678 will not be considered.

Statement of Qualifications: All applicants must provide a fully completed state application and a Statement of Qualifications (SOQ) using the instructions and questions below for the hiring manager’s review. Failure to include an SOQ will disqualify an applicant from consideration. Your SOQ will be a determining factor of your qualifications for this position. If your qualifications are competitive, you will proceed to the hiring interview. Your application will be disqualified if you submit a resume or a generic SOQ in lieu of the required responses to the following SOQ questions. When completing the SOQ, please include all relevant experience, education, and training for each question and explain your answers thoroughly. Separate responses to the questions below by including the corresponding numbers and restating the question with your response . Include 1) places of employment; 2) pertinent dates; 3) duties performed when responding to each question. If a job included has responsibilities that are applicable to several questions, separate the different functions of the job to answer the questions completely. Responses should be no longer than two pages, single spaced, using Arial 12-point font. Your SOQ must address the following:

For those tickets assigned to Help Desk, should the expectation be to resolve every ticket? Is it the goal to deliver exactly what is requested by a customer? Why or why not?
When solving a problem or completing a task, how do you determine when and who you need help from?Reflect on your help desk experience from a people, process, and technology perspective. What qualities do you consider most important in a Service Desk team leader?

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: 11/8/2024
Who May Apply

Individuals who are currently in the classification, eligible for lateral transfer, eligible for reinstatement, have list or LEAP 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. Individuals who are eligible for a Training and Development assignment may also be considered for this position(s).

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 Housing & Community Development

Postal

Attn: Hiring Unit-JC-454877

P.O. Box 952050

Sacramento , CA 94252-2050

Address for Drop-Off Application Packages

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

Department of Housing & Community Development

Drop-Off

HCD Hiring Unit-JC-454877

651 Bannon Street (Lobby)

Sacramento , CA 95811

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.
• Statement of Qualifications -
  Please see Statement of Qualifications section.
  

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 in technical field of operations with a Help Desk or Service Desk
• Working in a Lead or Supervisory capacity in a technical field
• Providing customer service for an enterprise environment on technical issues.
• Experience working with a Help Desk, ITSM, ticketing system.
• Hands-on technical troubleshooting capabilities.
• Experience working with remote solutions to customer endpoints.
• Strong analytical and problem-solving skills, including good research skills.
• Strong interpersonal skills to assist non-technical individuals with complex technical issues.
• Ability to analyze issues, define problems and make timely and effective decisions.
• Ability to communicate professionally and effectively, both verbally and in writing, with all levels of stakeholders.
• Strong customer service skills and be able to work both as part of a team, and independently with a variety of staff at all levels.
• Ability to handle multiple priorities simultaneously and effectively.
• Strong organizational and time management skills.
• Extensive knowledge and experience using Windows Operating System.
• Extensive knowledge and experience using locally installed and O365 cloud versions of the Microsoft Office Suite of Products, Apps and Services including OneDrive and Teams.
• Strong background with Webinar tools with a heavy emphasis with MS Teams and Zoom.
• Basic PowerShell skills.
• Experience with SharePoint Sites & Document Libraries.
• Experience with Active Directory.
• Experience with AzureAD Admin Management Portals.
• Knowledge of and experience with the hardware components of an Information Technology environment.
• Extensive knowledge and experience with web-based applications and browsers.
• Experience Supporting IT Software and Hardware.
• Experience with implementation of medium or large scale ITSM.
• Experience supporting an organization of 500-1000+ users.
• Experience formulating and documenting IT procedures.

Benefits

HCD employees are eligible for a number of benefits. Health benefits and leave programs are available for most permanent, full-time employees and some permanent, part-time employees. 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.

Some added benefits HCD offers include: Flexible Work Hours, Telework Opportunities, Health, Dental & Vision Benefits, Paid Sick & Vacation, Retirement, Basic Group Term Life Insurance, Employee Assistance Program, 11 Paid Holidays, 401(k) & 457 plans, Military Leave, Student Loan Forgiveness, Long Term Care, Group Legal Services, and Reimbursement Accounts.

Effective July 1, 2024, HCD headquarters will be located at the May Lee State Office Complex (MLSOC), 651 Bannon Street, Sacramento CA 95811. The 17.3-acre site is designed to achieve zero net energy (ZNE) and zero net carbon (ZNC) through the use of State-purchased carbon-free green energy. Amenities will include various dining options, childcare center, fitness center, and much more!

For more details about employee benefits, visit the California Department of Human Resources website.

Contact Information

The Hiring Unit Contact is available to answer questions regarding the position or application process.

Department Website: https://www.hcd.ca.gov/

Hiring Unit Contact:
Hiring Unit | JC 454877
(000) -
hiring@hcd.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:
Medical Management Unit
(000) -
medical.management@hcd.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 Information

Click on the following link to complete a department recruitment survey: Recruitment Survey .

To become 'list eligible' for consideration, interested candidates must successfully pass a civil service exam.

You may apply and take the exam online at CalCareers .

If you're new to the state application process please visit 3 Steps to a State Job .

Visit the SOQ Checklist for Candidates for tips on completing a Statement of Qualifications.

All information regarding your employment history must be included on the State Employment Application STD. 678. Applications that are submitted blank or with “see resume” in place of duties performed or applications received without the following information for each job entry will be considered incomplete and will not be accepted:

• "To" and "from" dates (month/day/year)
• Hours worked per week
• Private sector job titles
• Supervisor name and phone number
• Job duties performed
• State employees must list the specific departments for which they worked and indicate the specific civil service classification titles held (not working titles).

Background Investigation

For all hires effective January 1, 2024, HCD will conduct a pre-employment background check on new to HCD and returning to HCD candidates. HCD will consider qualified candidates with a criminal history pursuant to the California Fair Chance Act. You do not need to disclose your criminal history or participate in a background check until a conditional job offer is made to you. After making a conditional offer and running a background check, if HCD is concerned about a conviction that is directly related to the job, you will be given the chance to explain the circumstances surrounding the conviction, provide mitigating evidence, or challenge the accuracy of the background report. Find out more about the Fair Chance Act by visiting the Civil Right’s Department Fair Chance Act webpage.

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.

Closing Date/Time: 11/8/2024

• 

• CA Department of Housing & Community Development

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