Information Technology Technician

Position Overview

The Franchise Tax Board is recruiting an IT Service Desk Phone Technician to provide first‑line customer support, incident diagnosis, and resolution. The position uses Fresh Service to document interactions and deliver client education and support within the IT Service Support Section.

• Provide first‑line, customer‑centric support for IT incidents via phone or remote tools.
• Analyze and diagnose technical issues, escalating as necessary.
• Document all incidents and resolutions in Fresh Service, ensuring accurate knowledge‑base entries.
• Train and support end users on troubleshooting and use of IT applications.
• Collaborate with senior SME staff and cross‑functional teams for incident resolution.

• Experience troubleshooting, installing, and configuring PC hardware and software.
• Experience troubleshooting Microsoft Windows 10/11 and Office 365.
• Strong customer service skills in a technical environment.
• Proficiency with IT Service Management/Help Desk software, preferably Fresh Service.
• Excellent documentation practices and ability to create clear technical notes.

• Experience with FTB systems such as Mainframe, PASS, ARCS, BETS, EDR, TPF.
• Experience with IT Service Management/Help Desk software such as CA Service Desk Manager, Fresh Service, LANDesk, Service Now, BMC Remedy.
• Experience in a Service Desk/Help Desk environment.
• Familiarity with remote desktop tools.
• Experience working in a call center environment.
• Experience troubleshooting Virtual Desktop Infrastructure (VDI) including Outlook/Edge.

4 or more days in the office per week; may be eligible for some remote work based on departmental guidelines and operational need.

The Franchise Tax Board is an equal‑opportunity employer and encourages talented individuals from all backgrounds to apply. Federal Equal Employment Opportunity, American Disabilities Act, Veterans' Employment and Training Act, and California State law apply.