Senior Help Desk Support Specialist - Hybrid

Job Description and Duties

At HCD, we are dedicated to fostering a dynamic and inclusive work environment where innovation and collaboration thrive. If you’re interested in promoting safe, affordable, sustainable communities for all Californians, HCD is the place for you. By joining our team, you’ll have the opportunity to make a meaningful impact in your community while working along passionate professionals.

Under the direction of the Information Technology Manager I, the Senior Help Desk Support Specialist provides services which encompass the Information Technology (IT) domain of Client Services and is the first point of contact for end users providing support and information related to IT hardware, products and services provided to the Department.

Please Note: A Statement of Qualifications must be submitted along with your application in order to be considered for this position. Please see Statement of Qualifications section below for instructions.

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

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

Minimum Requirements

You will find the Minimum Requirements in the Class Specification.

• INFORMATION TECHNOLOGY SPECIALIST I

Additional Documents

• Job Application Package Checklist
• Duty Statement

Position Details

Job Code #:

JC-469590

Position #(s):

401-111-1402-022

Working Title:

Senior Help Desk Support Specialist - Hybrid

Classification:

INFORMATION TECHNOLOGY SPECIALIST I
$6,323.00 - $8,475.00 A

$6,954.00 - $9,319.00 B

$7,635.00 - $10,230.00 C

# of Positions:

Multiple

Work Location:

Sacramento County

Telework:

Hybrid

Job Type:

Permanent, Full Time

Department Information

HCD helps to provide stable, safe homes affordable to veterans, seniors, young families, farm workers, tribes, people with disabilities, and individuals and families experiencing homelessness.

Our Vision

Every California resident can live, work, and play in healthy communities of opportunity.

What We Do

HCD does not manage properties or place individuals in affordable housing. For assistance, please contact a person in your local community who helps people who are experiencing or at risk of homelessness.

Our Commitment to Diversity

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.

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.

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).

HCD conducts pre-employment background checks on all new to HCD or returning to HCD candidates. This position requires a background check to be cleared prior to being hired.

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

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: 3/17/2025
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-469590

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-469590

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 refer to the Statement of Qualifications section below for additional requirements.
  

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 working on a Help Desk with ticketing system software.
• Hands-on technical troubleshooting capabilities.
• Experience providing technical support to customers using remote software and in an office setting.
• Strong skills in analysis, problem solving, and research.
• Strong interpersonal skills to assist non-technical individuals with complex technical issues.
• Ability to analyze issues, define problems, and make timely, effective decisions.
• Ability to communicate professionally and effectively, both verbally and in writing, with all levels of stakeholders.
• Experience working as part of a team and independently with staff at all levels.
• Ability to effectively handle multiple priorities simultaneously.
• 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.
• Windows native administrative tools
• Strong background with Webinar tools with a heavy emphasis on MS Teams and Zoom.
• Basic PowerShell skills.
• Experience with SharePoint sites & document libraries.
• Experience with Active Directory.
• Experience with Azure AD 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.
• Expertise in tools such as Premiere Pro, Photoshop, Open Broadcaster, Microsoft Stream, Teams, Zoom, and all video-related hardware and software.
• Functional knowledge of video creation, publication, and processes including production value, editing, compression, and storage.

Benefits

We offer competitive benefits and flexible opportunities:

• Excellent health, dental and vision benefits for employee/employee’s family
• 401k program
• Flexible Schedules
• Hybrid telework
• Alternate Work Week Schedule options
• Paid Holidays and vacation/leave
• Tax-advantaged savings and spending accounts
• Free Employee Assistance Program
• Investment in your training and development

HCD’s Sacramento Headquarters’ building also offers:

• Convenient transportation options, including light-rail and pre-tax parking
• Free On-site Gym
• On-site Childcare
• On-site Café, Deli, and Grill
• On-site ATM

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-469590
(916) 263-6735
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
(916) 263-6735
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.

Statement of Qualifications

Interested individuals must submit a Statement of Qualifications (SOQ) in addition to the standard state application (form STD 678). Your SOQ will be considered the first interview for this position. Cover letters and resumes do not take the place of the SOQ. When completing the SOQ, number your responses, include all relevant experience, education, and training, as applicable, and explain all answers thoroughly. Your SOQ should not exceed two pages, single-spaced, Arial 12-point font and address the following:


The IT Specialist I will be required to work in a fast-paced environment that requires resolving incident tickets, tasks, and projects from multiple levels of users with IT skill sets ranging from beginner to expert. Describe how you support users from all levels and what your approach is engaging with a user. Cite specific examples.

Teleworking and remote support for teleworkers is the new standard. Share your experience and the tools you used, while with supporting teleworkers with remote installations and training. What were your biggest challenges? How did you overcome them? Cite specific examples.

Have you been involved in identifying inefficiencies or areas for process improvement within a service desk? How have you implemented or suggested automation or enhancements to increase efficiency?

Note: Applicants who do not follow these instructions may be disqualified from the selection process.

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

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 .

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)

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: 3/17/2025

• 

• CA Department of Housing & Community Development

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