Information Technology Associate

About the Role

The IT Associate (ITA) provides front-line client support within the Cal OES statewide enterprise environment, reporting to the Service Desk Support Supervisor. The role involves delivering technical assistance to end users, supporting a wide range of endpoint technologies and enterprise applications, and assisting with routine system access, connectivity, and device troubleshooting. The ITA will also participate in the maintenance and support of IT service management tools and processes, including service catalog operations, and collaborate with technical teams to ensure effective service delivery. This position requires applying fundamental IT concepts, following established procedures, and contributing to a high-quality customer service experience in a fast-paced operational setting.

This is an in-office position and not considered a hybrid telework position.

Key Responsibilities

• Provide technical assistance to end users through the Service Desk.
• Support a wide range of endpoint technologies and enterprise applications.
• Assist with routine system access, connectivity, and device troubleshooting.
• Participate in the maintenance and support of IT service management tools and processes, including service catalog operations.
• Collaborate with technical teams to ensure effective service delivery.
• Document work clearly in a ticketing system.
• Follow established IT processes and service management standards.
• Produce user instructions, quick guides, or training materials when needed.

Requirements & Tech Stack

• Windows operating systems
• Desktop hardware
• Printers
• Mobile devices
• Microsoft applications
• Active Directory account administration (password resets, group membership, workstation authentication)
• IT service management platforms (e.g., ServiceNow)
• LAN, WAN, Wi Fi, VPN and related technologies
• Video teleconferencing tools
• Audio/visual equipment
• Cabling, workstation setup, and hardware deployment
• Ticketing systems

Qualifications

• Experience providing technical support in an enterprise Service Desk or Client Services environment.
• Ability to troubleshoot Windows operating systems, desktop hardware, printers, mobile devices, and common Microsoft applications.
• Familiarity with Active Directory account administration, including password resets, group membership, and workstation authentication issues.
• Experience supporting or maintaining ServiceNow or other IT service management platforms, processing catalog requests, or troubleshooting workflow-related issues.
• Strong customer service skills and the ability to communicate technical information clearly to non-technical users.
• Ability to document work clearly in a ticketing system and follow established IT processes and service management standards.
• Experience supporting basic network connectivity issues involving LAN, WAN, Wi Fi, VPN, and related technologies.
• Ability to collaborate effectively with technical teams such as Field IT Operations, Voice Services, Infrastructure, Information Security, and Solutions teams.
• Strong problem-solving skills and the ability to manage multiple tasks in a fast-paced environment.
• Knowledge of video teleconferencing tools and basic troubleshooting of audio/visual equipment.
• Experience with cabling, workstation setup, and hardware deployment activities.
• Ability to produce user instructions, quick guides, or training materials when needed.
• Strong organizational skills, attention to detail, and the ability to follow established procedures.
• Willingness to learn new technologies, tools, and enterprise systems as required.