Senior Program Specialist; Help Desk​/IT Support

CSET is looking for an organized and motivated individual to serve as a Help Desk / IT Support Specialist supporting agency staff with day-to-day technology needs. This position provides technical assistance to ensure reliable access to computers, phones, and information systems used across agency programs.

Qualified candidates must be team-oriented, able to troubleshoot and resolve common technical issues, and provide clear, courteous support to users with varying levels of technical experience. The role requires strong communication, customer service, and documentation skills, as well as the ability to work independently and manage multiple requests.

The Help Desk / IT Support Specialist provides day-to-day technical support to agency staff to ensure reliable access to computers, phones, and information systems. This position serves as a primary point of contact for technology-related issues and supports agency operations by responding to service requests, troubleshooting issues, and maintaining accurate documentation.

• Provide day-to-day technical support to staff via the agency's ticketing system, phone, remote support tools, and in person
• Troubleshoot and resolve issues related to Windows computers, printers, peripherals, and user applications
• Support agency-supported IP phone and VoIP systems, including basic configuration and connectivity issues
• Install, configure, deploy, relocate, and replace computers, phones, and related equipment
• Maintain accurate documentation of support requests, resolutions, and equipment assignments
• Assist with user account setup, password resets, and access changes in accordance with agency policies
• Maintain asset and inventory records using the agency's asset management system
• Assist with basic network and connectivity issues following established procedures
• Run and terminate low-voltage data lines for network drops, workstations, and security cameras as needed
• Perform on-site, in-person visits to agency locations throughout Tulare County to resolve technical issues
• Coordinate with vendors for troubleshooting, repairs, and warranty services when necessary
• Provide clear, courteous communication to users regarding issue status and resolution

• The highest degree and represents the agency in a professional capacity
• Provide clear, courteous communication to users regarding issue status and resolution
• Ability to communicate technical information clearly and professionally to non-technical users
• Strong customer service skills with the ability to manage multiple requests and prioritize workload
• Ability to follow established procedures, document work accurately, and maintain organized records
• Ability to maintain confidentiality of sensitive and restricted information
• Ability to work independently and as part of a team in a fast-paced support environment
• Ability to travel to and work at multiple agency locations throughout Tulare County

• Must possess a valid California driver's license and maintain automobile insurance in accordance with agency policy
• This position works in both office and field-based environments and requires regular use of computers, phones, and other standard office equipment.
• The role involves frequent interaction with staff to provide technical support both remotely and in person.
• Travel to multiple agency locations throughout Tulare County is required to perform on-site technical support, equipment installation, and troubleshooting.
• Work may involve bending, reaching, crouching, and handling computer equipment, peripherals, and related hardware for extended periods.
• The position requires lifting and moving equipment weighing up to approximately 40 pounds, with or without reasonable accommodation.
• The position may require sitting or standing for extended periods and working in varied environments, including offices, storage areas, server or equipment rooms, and attic spaces which may at times be confined.
• Noise levels may vary depending on location and task being performed.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

The supplemental job description lists typical examples of work and is not intended to include every job and responsibility to a position. An employee may be required to perform other related duties not listed on the supplemental job description, provided that such duties are characteristic of that classification.

Salary: $20.01 - $22.96 per hour