The Position

Bargaining Unit: Local 856 - General Services & Maintenance Unit

Why join the Contra Costa County Department of Information Technology (DoIT) Family?
The Contra Costa County DoIT family recognizes that our associates are our most vital and significant assets. DoIT has a staff of approximately 75 associates organized into four Divisions: Information Security, Telecommunications, Technical Services, and the Enterprise Systems. This position will be responsible for providing advanced technical support for customer service desk operations.

The DoIT Technical Services family collaborate with one another and the department to provide centralized customer care and support services. We strive to work with motivated, forward-thinking, and results-driven Information Technology professionals to attain the best customer care resources for our partners, clients, and team. The mantra we strive towards is to do the right thing, do what it takes, and have fun doing it!

We are looking for someone who:

• Has excellent communication skills (verbally and in writing) as well as documenting
• Has an excellent understanding of customer care and support services
• Has an understanding of the main frame and IT operations
• Is able to troubleshoot software/hardware LAN/WAN issues
• Has the ability to work independently and as a team player
• Is professional and can collaborate well with others
• Can identify and determine appropriate solutions for problems with accuracy and efficiency

What you will typically be responsible for:

• Triaging customer care requests via phone, email, and chat
• Creating, updating, and documenting processes and procedures
• Identifying user needs and determining the best course of action
• Troubleshooting and documenting steps needed to triage an incident
• Providing user support in response to staff needs, including software installation or configuration
• Participating in meetings and staying current on new trends and technology

A few reasons you might love this job:

• Working in help desk and support services can be extremely rewarding
• You will have the opportunity to support and discover new technology
• You will work with highly skilled team members that care about their customers and community and are passionate about their work
• You will have the opportunity for growth
• You will have the opportunity to engage with a wide variety of stakeholders to manage large scale projects and provide innovative solutions
• You will work with a supportive management team

A few challenges you might face in this job:

• County’s limited resources may impact your work
• Prioritizing multiple responsibilities
• Handling challenging customers
• Working with different technology platforms at the same time

Competencies Required:

• Analyzing & Interpreting Data: Drawing meaning and conclusions from quantitative or qualitative data
• Innovative Problem Solving: Identifying and analyzing problems in order to propose new ways to do business
• Professional & Technical Expertise: Applying technical subject matter to the job
• Attention to Detail: Focusing on the details of work content, work steps, and final work products
• Displaying Ownership and Accountability: Holding self and others accountable for measurable high-quality, timely, and cost-effective results
• Self-Management: Showing personal organization, self-discipline, and dependability
• Presentation Skill: Formally delivering information to groups
• Coaching & Developing Others: Supporting others in stretching and expanding their capabilities
• Teamwork: Collaborating with others to achieve shared goals
• Valuing Diversity: Appreciating the benefits of varied backgrounds and cultures in the workplace
• Leveraging Technology: Applying technology for improvements in organizational efficiency and effectiveness
• Managing & Facilitating Change: Addressing key factors that influence successful organizational change

To read the complete job description, please visit the website, www.cccounty.us/hr.
The eligible list established from this recruitment may remain in effect for six (6) months.

Minimum Qualifications

License Required: All candidates must possess a valid California Motor Vehicle Operator’s license. Out of state valid Motor Vehicle Operator’s License will be accepted during the application process.

Education: Possession of a high school diploma, GED proficiency or high school equivalency certificate and at least twelve semester or eighteen quarter units in computer science, or a closely related field from an accredited college or university.

Experience: Three (3) years of full-time or its equivalent experience performing information systems support, application installation and/or programming.

Substitution: Six months of additional qualifying experience may be substituted for the required course work in computer science.

Selection Process

Selection Process

• Application Filing and Evaluation: Applicants will be required to complete a supplemental questionnaire at the time of application, applications will be evaluated to determine which candidates will move forward in the next phase of the recruitment process.
• Multiple-Choice Exam: Candidates who possess the minimum qualifications will be invited to participate in the Information Systems Specialist multiple-choice exam. The multiple-choice exam will be administered via a web-based platform. This exam will measure candidates' competencies as they relate to the Information Systems Specialist classification. These may include but are not limited to: Professional & Technical Expertise, Attention to Detail, Teamwork, and Leveraging Technology. (Weight: 100%)

The multiple-choice exam is tentatively scheduled to take place online April 19 - 23, 2023.

The exam will be administered remotely using a computer or mobile device such as a tablet. You will need access to a reliable internet connection to take the assessment.

The Human Resources Department may change the examination steps noted above in accordance with the Personnel Management Regulations and accepted selection practices.

For recruitment specific questions, please contact Carol Berger at carol.berger@hrd.cccounty.us. For any technical issues, please contact the GovernmentJobs’ applicant support team for assistance at +1 855-524-5627.
Please note, Contra Costa County enacted a mandatory COVID-19 vaccine requirement for employees. Proof of full vaccination will be required of all employees, including new hires. The policy requirements can be found here: https://www.contracosta.ca.gov/DocumentCenter/View/72164/2021824-Mandatory-Vaccination-Policy-PDF?bidId= After you receive a conditional job offer, you will be fingerprinted, and your fingerprints will be sent to the California Department of Justice (DOJ) and the Federal Bureau of Investigation (FBI). The resulting report of your conviction history (if any) will be used to determine whether the nature of your conviction conflicts with the specific duties and responsibilities of the job for which you have received a conditional job offer. If a conflict exists, you will be asked to present any evidence of rehabilitation that may mitigate the conflict, except when federal or state regulations bar employment in specific circumstances. Having a conviction history does not automatically preclude you from a job with Contra Costa County. If you accept a conditional job offer, the Human Resources department will contact you to schedule a fingerprinting appointment. All Contra Costa County employees are designated Disaster Service Workers through state and local law. Employment with the County requires the affirmation of a loyalty oath to this effect. Employees are required to complete all Disaster Service Worker-related training as assigned, and to return to work as ordered in the event of an emergency.
It is the policy of Contra Costa County to consider all applicants for employment without regard to race, color, religion, sex, national origin, ethnicity, age, disability, sexual orientation, gender, gender identity, gender expression, marital status, ancestry, medical condition, genetic information, military or veteran status, or other