Information Technology Associate (Technical Assistance Center)

Under general supervision of the Information Technology Manager I, the incumbent will work in the Technical Assistance Center (TAC) to assist in the support of the Department of Justice’s (DOJ) desktop hardware and software applications. The incumbent will be responsible for testing, diagnosing, and correcting desktop computer problems. In addition, the incumbent will install new software and software upgrades; evaluate and purchase new software and hardware; provide end user support and training for all software products on the desktop. The incumbent will also assist in the development, testing, installation, and maintenance of all standard DOJ personal computer (PC) images. The incumbent may also act as a lead person on Information Technology (IT) projects that may have Departmental and/or bureau impact. Duties of this class are at the full journey level and incumbents are responsible for complex technical issues and activities needed to support DOJ’s workstation environment. As needed, the incumbent may be called upon to provide support to DOJ clients and respond to calls placed to the TAC help desk via phone or email. The incumbent will enter, update, and track client requests for assistance by using the DOJ selected automated help desk assistance software application, referred to as Ivanti ITSM.

Occasional travel may be required to provide assistance to the DOJ satellite offices and special task forces, as well as attend meetings. In emergency instances, it is possible the incumbent will be on call 24 hours a day to provide assistance to the DOJ staff with reported problems affecting critical software/hardware. In these instances, the incumbent will be responsible for following through with the issue until it has been resolved. The incumbent will work closely with other DOJ network services staff to provide timely, accurate, and professional support to all effected DOJ staff and the California law enforcement community.

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

Salary

• $4,935 - $8,740/month

Qualifications

Minimum Requirements
You will find the Minimum Requirements in the Class Specification.

• INFORMATION TECHNOLOGY ASSOCIATE

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 installing/troubleshooting various software including, but not limited to Microsoft Windows 11 and O365 Suite, Adobe, etc.
• Experience installing and troubleshooting hardware and peripherals.
• Experience with Virtual Desktop Infrastructure (VDI) and Virtual Private Network (VPN).
• Ability to prioritize work assignments and/or problem solutions to ensure completion within established time frames.
• Ability to adapt to changes in priorities, work assignments, and other interactions.
• Ability to work independently on projects or assignments without close supervision or detailed instructions.
• Skill to communicate effectively in writing in a courteous, professional manner.
• Skill to read and comprehend written materials (e.g. references, memos, letters ) to apply information and determine appropriate courses of action.
• Skill to work with others to identify problems to seek improvements in Information Technology (IT) and other work processes.
• Knowledge of customer service and customer support principles in an IT environment. Skill to analyze and evaluate data and information to formulate conclusions and courses of action.
• Skill to prepare clear and concise written instructions to audiences with varying levels of understanding.
• Knowledge of basic customer technical support standards, protocols, and procedures, including tracking procedures and security devices.
• Ability to troubleshoot and respond to general IT service requests (Level/Tier 1 and Level/Tier 2).
• Skill to identify solutions to various IT environment related problems.

Other Information

Additional Documents

• Job Application Package Checklist
• Duty Statement

Department Information

This position is located in the California Justice Information Services Division, Technology Support Bureau, Enterprise Operations Support Branch, Technical Assistance Center, Local Support Section.

Please disregard the SROA/Surplus language below as the Department of Justice requires applicants to submit their SROA/Surplus Letter if that is the basis of their eligibility.

For more information about the department, please visit the Attorney General’s website at www.oag.ca.gov.

Personal Leave Program: Effective July 1, 2025, state employees are subject to temporary wage reductions in exchange for Personal Leave Program (PLP) accruals. The specific rate and hours earned were negotiated and agreed upon by each bargaining unit. The actual monetary impact of these temporary reductions can vary based on your bargaining unit and/or federal and state tax withholdings. For additional information please visit Human Resources Manual - CalHR

ALTERNATE RANGE CRITERIA 484

Established 1/31/18, Pay Letters 18-04 and 18-05

Range A. This range shall apply to persons who do not meet the criteria for Range B or Range C.

Range B. This range shall apply to persons who meet the Minimum Qualifications for the classification and who have also completed two years of satisfactory additional experience performing duties equivalent to or higher than an Information Technology Specialist I.

Range C. This range shall apply to persons who meet the Minimum Qualifications for the classification and who have also completed four years of satisfactory additional experience performing duties equivalent to or higher than an Information Technology Specialist I.:

When the requirements for the criteria are met and upon recommendation of the appointing power, the employee shall receive a rate under the provisions of California Code of Regulations, title 2, section 599.676. Upon movement to Range C, the employee shall receive a rate under the provisions of California Code of Regulations, title 2, section 599.674 shall apply.

Special Requirements

The Department of Justice does not provide visa sponsorship and is not an E-Verify employer.

A fingerprint check is required.

Clearly indicate JC – 508468 in the “Examination(s) or Job Title(s) For Which You Are Applying” section of your State Application.

If you are using education to meet the minimum qualifications for this position, you must submit a copy of your transcript or diploma. An official transcript will be required prior to appointment.

Applying electronically is highly encouraged.

A background check is required (if applicable).

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: 3/9/2026

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.

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 Justice
Mail in-CJIS Divisions
Attn: Alyssa Davis JC-508468
PO Box 160608
Sacramento, CA 95816-0608

Address for Drop-Off Application Packages

You may drop off your application and any applicable or required documents at:

Department of Justice
Drop off- CJIS Divisions
Alyssa Davis JC-508468
4949 Broadway
Sacramento, CA 95820
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 - A Statement of Qualifications (SOQ) is required and must be submitted along with your State application. The SOQ is a discussion of how an applicant's education and experience meets the evaluation criteria and qualifies them for the position. Please see Statement of Qualifications section below to complete the requirements.
• Other - Cover Letter.
• Other - List of Professional References.

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.

Contact Information

The Human Resources Contact is available to answer questions regarding the position or application process.

Human Resources Contact:
Alyssa Davis
(000) -
Alyssa.Davis@doj.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:
EEO Officer
(916) 210-7580
EERROffice@doj.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

The Statement of Qualifications is a narrative discussion of how your education, training, experience, and skills meet the minimum and desirable qualifications and qualify you for the position. This also serves as a documentation of your ability to present information clearly and concisely in writing, and should be typed and no more than two pages in length, single-spaced, 12 pt Arial font. The SOQ must include a title and responses should be numbered and presented in the order they appear. Failure to follow instructions may result in disqualification.

1. Describe the most complex help desk issue you have personally resolved. Include the systems or applications involved, your troubleshooting process, the tools you used, and how you confirmed resolution.
2. Share an experience when you had to manage multiple urgent tickets at once. How did you decide what to handle first, and what metrics or guidelines informed your decision?
3. Provide an example of when you dealt with an upset or frustrated customer. What steps did you take to de-escalate the situation, and what was the final outcome?

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.

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. Benefits

Benefit information can be found on the CalHR website and the CalPERS website.