Help Desk Support Analyst (Service Desk Analyst)

This position may be eligible for a telework opportunity in accordance with departmental policies and operational needs. Beginning July 1, 2026, employees will be required to work in-person at least four (4) days per week in alignment with Executive Order N-22-25. Additional in-office days may be required based on operational needs.

• The office is located at 1810 16th Street, Sacramento
• All employees (including OPT students) must provide valid work authorization per Form I-9.
• Please note, CalHR does not provide sponsorship and is not an E-Verified employer.

Why join CalHR?

The California Department of Human Resources (CalHR) was named a 2026 Gallup Exceptional Workplace Award winner for strengths development, a national recognition of organizations that build cultures helping people do their best work. This honor reflects our department-wide investment in a strengths-based workplace that supports growth, leadership and a stronger employee experience. Join CalHR to work in an environment that prioritizes professional development and public service.

The California Department of Human Resources (CalHR) is the pillar of human resources management for all state employees. Our success is made possible by the hard work of more than 400 CalHR team members who serve as trusted advisors to our strategic partners and the public. If you are interested in providing exceptional human resource services and guidance, CalHR is the place for you. By joining our team, you’ll have the opportunity to make a meaningful impact while working alongside passionate professionals. Get to know us more here!

CalHR employees are excluded from bargaining and are eligible to receive enhanced benefits, such as CoBen benefit allowance, employer paid life insurance, additional vacation/annual leave, and are not subject to State Disability Insurance payroll withholding.

This is an exciting opportunity to join our diverse team in the following role. If you are interested in joining our team, apply today!

About This Role

Under the general supervision of the Information Technology Supervisor I, the Information Technology Associate is responsible for providing end user support of information technology systems in the Enterprise Support Unit (ESU).

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

Minimum Requirements

You will find the Minimum Requirements in the Class Specification.

• INFORMATION TECHNOLOGY ASSOCIATE

Classification:

INFORMATION TECHNOLOGY ASSOCIATE

$5,084.00 - $6,811.00 L/month

$5,587.00 - $7,487.00 M/month

$6,108.00 - $8,185.00 N/month

$6,718.00 - $9,004.00 O/month

• New to State candidates will be hired into the minimum salary of the classification or minimum of alternate range when applicable.

Special Requirements

All interested applicants are required to submit a Statement of Qualifications (SOQ). Please provide direct responses to each of the numbered items listed below. Applicants must number and include the full text of the SOQ items in their response. Please include specific examples of your education, training, and/or experience. SOQs should be limited to a maximum of two (2) pages, single-spaced, twelve-point Arial font.

• Describe how you communicate technical information to end-users who may have limited technical knowledge. Include an example of a time when you turned a potentially negative customer interaction into a positive outcome.
• Describe a time when you identified a recurring technical issue or service gap before it became a major problem. What steps did you take to address it, and what was the outcome? Include how your actions improved efficiency, reduced incidents, or enhanced the end-user experience.
• Tell us about a time you noticed that an existing IT process, checklist, or documentation was incomplete or outdated. How did you handle the situation? Describe any steps you took to improve or update the process.

Note: Applicants who do not follow these instructions may be disqualified from the selection process. Cover letters and resumes do not take the place of the SOQ.

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.
• A Statement of Qualifications (SOQ) is required and must be included. Please see the Special Requirements section for instructions.
• A Cover Letter is also requried for this position and may not be used in lieu of the required Resume or Statement of Qualifications.

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.

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:

• Ability to exercise a high degree of initiative
• Ability to reason logically and creatively, identify problems, draw valid conclusions
• Ability to work well under pressure, meet deadlines, and adapt to changing priorities
• Proficient knowledge of Windows 11, Active Directory, and desktop imaging
• General knowledge of systems management software, basic networking concepts
• Proficient knowledge of network cabling, VoIP systems and mobile device support
• Excellent interpersonal and customer service skills

Steps for how to apply before midnight, August 18th = (Please email CalHR's recruiters when you have applied, [email protected])

- For more details of the job responsibilities (Duty Statement,) the minimum requirements, comp/benefits, and more click on the job posting link: https://calcareers.ca.gov/CalHrPublic/Jobs/JobPosting.aspx?JobControlId=527243

- You will need to take the Information Technology Associate exam if you have not already --> These questions relate to your experience and are used to determine the appropriate job classification based on your background/experience.

• https://calcareers.ca.gov/CalHrPublic/Exams/ExamBulletin.aspx?ExamControlId=1749

PLEASE view the details of the “Examination Information” AND the “Training and Experience Examination Preview” in the exam link. This information will help you with the exam.

• Click 'Apply' --> Login or create a CalCareers account if you do not have one already. Then click 'Continue' for the exam.
• The Limited Examination and Appointment Program (LEAP) is an optional pathway to state civil service for people with disabilities. Visit the CalHR LEAP page for additional information.

- Once you have taken the exam, go back to the job posting if you are not guided there: https://calcareers.ca.gov/CalHrPublic/Jobs/JobPosting.aspx?JobControlId=527243 and click Apply --> "I have eligibility' and complete your application. Make sure your application (not your resume) shows how your experiences aligns with the duty statement and meets the minimum qualifications.

• Attach your resume, cover letter and responses to the Statement of Qualifications. See the "Special Requirements" section for details on the Statement of Qualifications.

--> Not attaching your resume, cover letter and response to the Statement of Qualifications questions on your application on CalCareers will prevent you from moving forward in the hiring process.

A couple tips to share for the exam and Statement of Qualifications:

- The Statement of Qualifications are like interview questions that you answer in writing. We do recommend using word.doc for your responses and keep to the requirements if it says two pages for example and the specific font of Arial 12 font. Take your time to think about your response in answering the questions. Also check spelling. Please do look at the duty statement from the job posting and match to your experience to answer the questions. Here is a link to more tips: https://www.calhr.ca.gov/Documents/FINAL%20-%20Candidate%20SOQ%20Guidance%201.pdf

- For the ‘exam,’ the exams are questions around your experience. Include all your experience from every job to volunteer work, internships, leading groups and/or projects, and more. Don’t sell yourself short. Before you start the exam, review the sample questions in the exam bulletin. This gives you a sense of what we’ll ask you. Have your resume handy. You’ll need it during the exam.

Equal Opportunity Employer