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Under direction of the Operations Support Manager (Information Technology Manager l), the IT Technical Support Analyst serves as a member of the Operations Support/Client Technology Services providing technical and administrative support for the California State Lottery's (Lottery) personal and office productivity software. This position provides second level technical support and serves as first point-of-contact for Lottery customers seeking technical assistance over the phone, walking up, or by email. The duties for this position are focused on the Client Services, Software Engineering, and IT Project Management domains; however, work may be assigned in other domains as needed.
This position requires a current IT Specialist I exam. If you need to take the exam or if your score has expired, click here to gain list eligibility.
This position is headquartered at the Sacramento HQ and is eligible for a hybrid telework schedule. Employees must be able to report to their assigned headquarters office as assigned. Travel expense to and from the assigned headquarters are the responsibility of the employee. Eligibility for telework requires the employee to reside in California per California Government Code Section 14200 which states: "telecommuting means the partial or total substitution of computers or telecommunication technologies, or both, for the commute to work by employees residing in California.
When choosing a state organization to work for, there are a lot of options. Why choose the California State Lottery?
People are drawn to the Lottery because we: • Are an energetic, creative, and talented team • Value diversity and inclusion in the workplace • Empower team members to bring their knowledge, expertise, and innovation • Recognize individual and team contributions • Support the importance of work-life balance • Invest in the professional development of our team members • Are dedicated to preserving our environment by lowering our carbon footprint
May consider a Training & Development assignment.
All Experience and Education relating to the Minimum Qualifications listed on the Classification Specification should be included to clearly demonstrate how you meet the Minimum Qualifications for the position on your State Application (STD Form 678). The application should also clearly demonstrate the candidate's ability to meet the Desirable Qualifications identified in this job advertisement. The Classification Specification is located on this Job Announcement Posting under "Minimum Requirements."
It is highly recommended that you apply online using your CalCareers account. It is not necessary to return the contact letter if you applied electronically. Please ensure to monitor your email and/or CalCareers account for communication associated with your application submission.
You will find additional information about the job in the Duty Statement .
Working Conditions The Technical Support Analyst will work in a fast-paced environment, with competing priorities, and critical deliverables.
a. Schedule: This position has work hours from 8:00 a.m. to 5:00 p.m. after hours work. May require occasional work after hours, on weekends, and on holidays. b. Travel: Statewide overnight travel may be required. c. Other: This position may be required to carry a Lottery issued cell phone. This position may be required to be reachable outside of normal business hours.
Minimum Requirements
You will find the Minimum Requirements in the Class Specification. INFORMATION TECHNOLOGY SPECIALIST I Additional Documents
Job Application Package Checklist Duty Statement
Position Details
Job Code #: JC-438189
Position #(s): 358-532-1402-007
Working Title: Technical Support Analyst
Classification: INFORMATION TECHNOLOGY SPECIALIST I $6,139.00 - $8,228.00 A $6,751.00 - $9,048.00 B $7,413.00 - $9,932.00 C
# of Positions: 1
Work Location: Sacramento County
Telework: In Office
Job Type: Permanent, Full Time
Department Information
The California Lottery is a multi-billion-dollar enterprise headquartered in Sacramento. It is one of the few state organizations that is a revenue generator, not accepting taxpayer dollars from the state's general fund. Our mission is to provide supplemental funding for California's public schools and colleges. We are passionate about creating a better tomorrow - one child at a time. The mix of talented people within our workplace reflects the rich diversity inherent within the State of California. We celebrate the contributions of each individual and strive to create a work environment that is inclusive, collaborative, and welcoming. We believe in California For All.
In fiscal year 2022-23, the California Lottery generated sales of approximately $9.2 billion with over $2.2 billion earned for California public schools. Lottery products are sold at more than 23,000 retail locations throughout the state, from independent neighborhood shops to convenience stores, liquor stores to supermarkets, and more. Retail product offerings include an average of 52 fun and entertaining Scratchers games and several draw games, including jackpot games such as Powerball, Mega Millions, and SuperLotto Plus and daily games such as Fantasy 5 and Hot Spot.
The Lottery is less than 30 minutes from all that Downtown Sacramento has to offer. Amenities include an onsite restaurant, close to the light rail station, electric car charging stations, and free parking!! Apply today to join a dynamic organization that is not only passionate about its mission, but also its people!! Department Website: http://www.calottery.com
Special Requirements
The California State Lottery Act provides that no person may be hired as an employee of the Commission if that person has been convicted of a felony or any gambling related offense. The position(s) require(s) a Background Investigation be cleared prior to being hired. If you are basing your eligibility on education, (http://www.calhr.ca.gov/state-hr-professionals/pages/job-descriptions.aspx), provide your transcripts and/or diploma. Applicants with foreign transcripts must provide a transcript evaluation that indicates the number of units to which the foreign course work is equivalent. Transcripts and evaluations may be unofficial; official transcripts will be required upon appointment. Please redact birthdates and social security numbers.
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: 7/8/2024 Who May Apply Individuals who are currently in the classification, eligible for lateral transfer, eligible for reinstatement, have list 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:
CA State Lottery Attn: Human Resources JC#438189 700 N. 10th Street MS#6-5
Sacramento , CA 95811
Address for Drop-Off Application Packages
You may drop off your application and any applicable or required documents at:
CA State Lottery Human Resources JC#438189 700 N. 10th Street MS#6-5
Sacramento , CA 95811
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 - See below for details. 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:
Experience with Information Technology Service Management (ITSM) tools/platforms (e.g. ServiceNow) Ability to develop quality documentation that clearly articulates solutions Knowledge of ITIL (Information Technology Infrastructure Library) IT Service Desk/Customer Service experience Ability to research and find answers to complex technical issues Demonstrate strong organizational and time management skills Ability to manage multiple workloads and coordinate assignments under high pressure situations Solid understanding of PC and Apple hardware and ability to troubleshoot complex hardware/software related problems Experience using Powershell and other scripting tools Experience using IOS and Android Mobile Devices, including managing Mobile Device Management (MDM Systems)
Benefits
Benefit information can be found on the CalHR website and the CalPERS website.
Please click on the link below to learn about the California State Civil Service Employee Benefits.
Benefits Summary
Contact Information The Human Resources Contact is available to answer questions regarding the position or application process. Department Website: http://www.calottery.com Human Resources Contact: Human Resources JC#438189 (916) 822-8158 careers@calottery.com
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: Equal Employment Opportunity Office (916) 822-8458 eeooffice@calottery.com 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.
Position Location Headquarters 700 North 10th Street Sacramento, CA 95811
Statement of Qualifications Statement of Qualifications - A Statement of Qualifications is a narrative discussion of how your education, training, experience, knowledge, skills, and abilities meet the minimum qualifications for this position. The Statement of Qualifications serves as a document of each candidate's ability to present information clearly and concisely in writing and should be typed, single-spaced, no more than two (2) pages in length, and in 12 point font. Resumes and Cover Letters do not take the place of the Statement of Qualifications. Applications found to have used Artificial Intelligence (AI) to prepare their Statement of Qualifications will be immediately disqualified from the examination process. Each page must include your name and page number in the upper right hand corner of the page. Statement of Qualifications should specifically address each of the questions in numerical order. Applications who fail to submit the Statement of Qualifications will be eliminated from the examination process.
1. Please describe in detail your experience working at an IT Service Desk and providing excellent customer service. Explain how your knowledge, skills, and education would make you a desirable candidate for this position. Include your experience in establishing, maintaining, and enforcing IT standards, processes, and procedures.
2. Describe a time when you had to troubleshoot a complex technical problem that required innovative thinking and collaboration with other team members. Please detail the steps you took to diagnose and resolve the issue, and explain how your approach to problem-solving enhances your ability to work in an IT Service Desk environment.
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.
This position requires a current IT Specialist I exam. If you need to take the exam or if your score has expired, click here to gain list eligibility.
This position is headquartered at the Sacramento HQ and is eligible for a hybrid telework schedule. Employees must be able to report to their assigned headquarters office as assigned. Travel expense to and from the assigned headquarters are the responsibility of the employee. Eligibility for telework requires the employee to reside in California per California Government Code Section 14200 which states: "telecommuting means the partial or total substitution of computers or telecommunication technologies, or both, for the commute to work by employees residing in California.
When choosing a state organization to work for, there are a lot of options. Why choose the California State Lottery?
People are drawn to the Lottery because we: • Are an energetic, creative, and talented team • Value diversity and inclusion in the workplace • Empower team members to bring their knowledge, expertise, and innovation • Recognize individual and team contributions • Support the importance of work-life balance • Invest in the professional development of our team members • Are dedicated to preserving our environment by lowering our carbon footprint
May consider a Training & Development assignment.
All Experience and Education relating to the Minimum Qualifications listed on the Classification Specification should be included to clearly demonstrate how you meet the Minimum Qualifications for the position on your State Application (STD Form 678). The application should also clearly demonstrate the candidate's ability to meet the Desirable Qualifications identified in this job advertisement. The Classification Specification is located on this Job Announcement Posting under "Minimum Requirements."
It is highly recommended that you apply online using your CalCareers account. It is not necessary to return the contact letter if you applied electronically. Please ensure to monitor your email and/or CalCareers account for communication associated with your application submission.
You will find additional information about the job in the Duty Statement .
Working Conditions The Technical Support Analyst will work in a fast-paced environment, with competing priorities, and critical deliverables.
a. Schedule: This position has work hours from 8:00 a.m. to 5:00 p.m. after hours work. May require occasional work after hours, on weekends, and on holidays. b. Travel: Statewide overnight travel may be required. c. Other: This position may be required to carry a Lottery issued cell phone. This position may be required to be reachable outside of normal business hours.
Minimum Requirements
You will find the Minimum Requirements in the Class Specification. INFORMATION TECHNOLOGY SPECIALIST I Additional Documents
Job Application Package Checklist Duty Statement
Position Details
Job Code #: JC-438189
Position #(s): 358-532-1402-007
Working Title: Technical Support Analyst
Classification: INFORMATION TECHNOLOGY SPECIALIST I $6,139.00 - $8,228.00 A $6,751.00 - $9,048.00 B $7,413.00 - $9,932.00 C
# of Positions: 1
Work Location: Sacramento County
Telework: In Office
Job Type: Permanent, Full Time
Department Information
The California Lottery is a multi-billion-dollar enterprise headquartered in Sacramento. It is one of the few state organizations that is a revenue generator, not accepting taxpayer dollars from the state's general fund. Our mission is to provide supplemental funding for California's public schools and colleges. We are passionate about creating a better tomorrow - one child at a time. The mix of talented people within our workplace reflects the rich diversity inherent within the State of California. We celebrate the contributions of each individual and strive to create a work environment that is inclusive, collaborative, and welcoming. We believe in California For All.
In fiscal year 2022-23, the California Lottery generated sales of approximately $9.2 billion with over $2.2 billion earned for California public schools. Lottery products are sold at more than 23,000 retail locations throughout the state, from independent neighborhood shops to convenience stores, liquor stores to supermarkets, and more. Retail product offerings include an average of 52 fun and entertaining Scratchers games and several draw games, including jackpot games such as Powerball, Mega Millions, and SuperLotto Plus and daily games such as Fantasy 5 and Hot Spot.
The Lottery is less than 30 minutes from all that Downtown Sacramento has to offer. Amenities include an onsite restaurant, close to the light rail station, electric car charging stations, and free parking!! Apply today to join a dynamic organization that is not only passionate about its mission, but also its people!! Department Website: http://www.calottery.com
Special Requirements
The California State Lottery Act provides that no person may be hired as an employee of the Commission if that person has been convicted of a felony or any gambling related offense. The position(s) require(s) a Background Investigation be cleared prior to being hired. If you are basing your eligibility on education, (http://www.calhr.ca.gov/state-hr-professionals/pages/job-descriptions.aspx), provide your transcripts and/or diploma. Applicants with foreign transcripts must provide a transcript evaluation that indicates the number of units to which the foreign course work is equivalent. Transcripts and evaluations may be unofficial; official transcripts will be required upon appointment. Please redact birthdates and social security numbers.
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: 7/8/2024 Who May Apply Individuals who are currently in the classification, eligible for lateral transfer, eligible for reinstatement, have list 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:
CA State Lottery Attn: Human Resources JC#438189 700 N. 10th Street MS#6-5
Sacramento , CA 95811
Address for Drop-Off Application Packages
You may drop off your application and any applicable or required documents at:
CA State Lottery Human Resources JC#438189 700 N. 10th Street MS#6-5
Sacramento , CA 95811
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 - See below for details. 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:
Experience with Information Technology Service Management (ITSM) tools/platforms (e.g. ServiceNow) Ability to develop quality documentation that clearly articulates solutions Knowledge of ITIL (Information Technology Infrastructure Library) IT Service Desk/Customer Service experience Ability to research and find answers to complex technical issues Demonstrate strong organizational and time management skills Ability to manage multiple workloads and coordinate assignments under high pressure situations Solid understanding of PC and Apple hardware and ability to troubleshoot complex hardware/software related problems Experience using Powershell and other scripting tools Experience using IOS and Android Mobile Devices, including managing Mobile Device Management (MDM Systems)
Benefits
Benefit information can be found on the CalHR website and the CalPERS website.
Please click on the link below to learn about the California State Civil Service Employee Benefits.
Benefits Summary
Contact Information The Human Resources Contact is available to answer questions regarding the position or application process. Department Website: http://www.calottery.com Human Resources Contact: Human Resources JC#438189 (916) 822-8158 careers@calottery.com
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: Equal Employment Opportunity Office (916) 822-8458 eeooffice@calottery.com 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.
Position Location Headquarters 700 North 10th Street Sacramento, CA 95811
Statement of Qualifications Statement of Qualifications - A Statement of Qualifications is a narrative discussion of how your education, training, experience, knowledge, skills, and abilities meet the minimum qualifications for this position. The Statement of Qualifications serves as a document of each candidate's ability to present information clearly and concisely in writing and should be typed, single-spaced, no more than two (2) pages in length, and in 12 point font. Resumes and Cover Letters do not take the place of the Statement of Qualifications. Applications found to have used Artificial Intelligence (AI) to prepare their Statement of Qualifications will be immediately disqualified from the examination process. Each page must include your name and page number in the upper right hand corner of the page. Statement of Qualifications should specifically address each of the questions in numerical order. Applications who fail to submit the Statement of Qualifications will be eliminated from the examination process.
1. Please describe in detail your experience working at an IT Service Desk and providing excellent customer service. Explain how your knowledge, skills, and education would make you a desirable candidate for this position. Include your experience in establishing, maintaining, and enforcing IT standards, processes, and procedures.
2. Describe a time when you had to troubleshoot a complex technical problem that required innovative thinking and collaboration with other team members. Please detail the steps you took to diagnose and resolve the issue, and explain how your approach to problem-solving enhances your ability to work in an IT Service Desk environment.
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.