Customer Service Technician

Overview

This position supports the California Department of Public Health’s (CDPH) mission and strategic plan by creating customer focused solutions that are responsive and agile; supporting a modern infrastructure, tools, architecture, and standards; to effectively provide efficient services following service level agreements. The Information Technology Services Division (ITSD) leverages data and technology to create sustainability across CDPH by creating efficient solutions that meet customer expectations and reduce waste. As well as, creating innovative solutions, strengthening partnerships and collaborations, and embracing technology.

The incumbent works under the general supervision of the Information Technology Supervisor II, Unit Chief in the Customer Service Section (CSS). The Information Technology Associate (ITA) is responsible for providing first-level Information Technology (IT) support for all CDPH employees, who may include, both state and contract staff. The ITA provides the overall installation, maintenance, and administration of IT resources in support of a centralized IT environment, working for the CSS, within the Data Center Operations Services Branch.

The ITA diagnoses and resolves hardware, software, connectivity issues, and provides support for GenAI productivity tools. The ITA 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.

This position involves occasional travel, up to 5%, for site visit or meeting.

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

In July 2025, the State of California implemented the Personal Leave Program (PLP) 2025. This program temporarily reduces employees’ monthly base pay in exchange for paid leave credits. This position is subject to PLP 2025 and will have a monthly base pay reduction of 3% in exchange for 5 hours of leave credits through June 2027. The salary ranges shown on this job posting do not reflect the salary reduction.

Please let us know how you heard about our position by taking this brief survey:

https://www.surveymonkey.com/r/CDPHRecruitment

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

 

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.

The salary information listed on this advertisement may not reflect recent salary increases from salary adjustments or changes in the fiscal year.

*The CDPH is currently an E-Verify employer.

Department Website: https://www.cdph.ca.gov

Key Responsibilities
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:

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 produce clear, accurate, and well-structured troubleshooting documentation within ticket notes.
Experience supporting field offices and coordinating on-site technical support.
Familiarity with IT governance, compliance standards, and security protocols.
Demonstrated proficiency in supporting and resolving issues related to GenAI tools.