Information Technology Associate Jc-

At the California Department of Public Health (CDPH), equity, diversity, and inclusion are at the core of our mission to advance the health and well‑being of California’s diverse people and communities. We are genuinely and strongly committed to cultivating and preserving a culture of inclusion and connectedness where we can grow and learn together with a diverse team of employees. In recruiting for team members, we welcome the unique contributions that you can bring to us and the work we do.

The California Department of Public Health (CDPH) is dedicated to optimizing the health and well‑being of the people of California. The Information Technology Services Division (ITSD) within CDPH advances its vision of "Healthy Individuals and Families in Healthful Communities" through the provision of high‑quality information, resource, and technology.

The Customer Service Section is the single point of contact for information technology (IT) support services; provides an interface for services bridging program and IT needs, manages enterprise workstations, Virtual Desktop Infrastructure (VDI), and supports asset management functions.

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• Check out How to Apply for a Job at CDPH
• Benefit information can be found on the CalHR website and the CalPERS website.
• The salary listed in this ad may not include recent adjustments or changes from the fiscal year
• New to State candidates will be hired at the minimum salary of the classification or alternate range, as applicable.
• Effective July 2025, California’s Personal Leave Program (PLP 2025) reduces employees’ base pay by 3% in exchange for 5 hours of leave credits monthly through June 2027. The posted salary range does not reflect this reduction.

The Information Technology Associate (ITA) works under the general supervision of the Information Technology Supervisor II of the Customer Service Section (CSS). The ITA is responsible for providing first‑level Information Technology (IT) support for all the California Department of Public Health (CDPH) staff and contractors and serve as part of the 1st level support Call Center IT help desk. Primary tasks include answering customer calls, monitoring and responding to requests received over the phone, and resolving issues in ticket queues.

The ITA provides the overall installation, maintenance, and administration of IT resources in support of a centralized IT environment, working for CSS, within the Data Center Operations Services Branch. The ITA diagnoses and resolves hardware, software, and connectivity issues. The ITA independently prioritizes their work, resolves hardware/software and connectivity issues, and elevates issues to higher level support staff. The ITA assists in the support of the day‑to‑day operations and maintenance of all IT hardware, software, and peripherals.

The ITA must adhere to state IT standards and policies at both the Department and state level.

The ITA performs duties in the Client Services and Software Engineering domains.

This position involves travel, up to 5%, as needed to visit field offices.

• Proficiency in troubleshooting and resolving hardware, software, and peripheral issues in a help desk or IT support environment.
• Experience with configuring and maintaining workstation hardware, printers, and networking peripherals.
• Familiarity with enterprise‑level software deployment, updates, and patch management.
• Knowledge of remote access tools and environments (e.g., Citrix).
• Understanding of network fundamentals.
• Ability to manage user accounts, permissions, and group policies in Active Directory or similar systems.
• Strong analytical skills to assess and resolve technical issues efficiently.
• Ability to document and contribute to knowledge bases and procedural documentation.
• Experience identifying process improvement opportunities and recommending solutions.
• Excellent verbal and written communication skills for interacting with staff at all levels.
• Demonstrated ability to provide clear, courteous, and effective customer support.
• Experience using communication tools such as Microsoft Teams, email, and ticketing systems.
• Ability to manage hardware…