IT Technician I

The CalMHSA Way: 

• Curiosity
• Innovation
• Grounded in Mission
• Ownership
• Clarity  

SUMMARY OF POSITION: The CalMHSA IT Support Technician I (Level 1) serves as the first point of contact for incoming IT support requests and is responsible for providing frontline technical assistance to end users across the organization. This role supports hardware, software, account access, and basic network troubleshooting while ensuring a high level of customer service and adherence to CalMHSA IT standards, policies, and security procedures. 

The Level 1 Technician is responsible for triaging, troubleshooting, documenting, resolving, and routing support requests to ensure timely and effective issue resolution. This role gathers and analyzes information related to user-reported issues and determines the most appropriate path for resolution or escalation. The technician may also provide support for Level 2 and Level 3 issues where documented procedures or solutions already exist. 

Examples of Level 1 support include: 

• Password resets and account assistance 
• Printer setup and configuration 
• Basic break/fix troubleshooting 
• Ticket assignment and routing 
• Software installation and support 
• Hardware setup and deployment 
• Escalation to Level 2 and Level 3 support teams 

This position is ideal for a motivated, tech-savvy individual who is passionate about technology, customer service, and building a career in IT support. 

DUTIES AND RESPONSIBILITIES include but are not limited to: 

• Help Desk Support: Respond to, assign, troubleshoot, and resolve Level 1 incoming IT support requests in a timely, professional, and customer-focused manner. 
• Troubleshooting & Escalation: Diagnose and troubleshoot hardware, software, connectivity, and user access issues. Provide immediate assistance when possible or escalate issues to higher-level IT staff as appropriate. 
• Incident Management: Document all support interactions, troubleshooting steps, resolutions, and escalations within the ticketing system according to established procedures and service standards. 
• Software Installation & Support: Use approved scripts and procedures to install, configure, update, and maintain software applications and operating systems. 
• Hardware Setup & Deployment: Use approved scripts and CalMHSA standards to configure, deploy, replace, and support laptops, desktops, printers, mobile devices, and related peripherals. 
• Network Support: Perform basic network troubleshooting, including Wi-Fi connectivity, VPN access, DNS/DHCP-related issues, and network printer configuration and support. 
• Account & Access Management: Assist users with password resets, multi-factor authentication (MFA), account setup, access requests, and basic identity management tasks following approved security procedures. 
• Security Compliance: Ensure adherence to CalMHSA IT policies, cybersecurity standards, and data protection requirements. Identify and report potential security risks or policy violations. 
• Equipment Maintenance & Asset Management: Perform routine maintenance on IT equipment using approved standards and scripts to ensure optimal performance and reliability. Track, inventory, assign, and recover IT assets in accordance with organizational procedures. 
• User Training & Knowledge Base Support: Educate users on basic IT tasks, cybersecurity awareness, and technology best practices to improve overall IT literacy throughout the organization. Create and maintain user knowledge base documentation as needed. 
• Onsite & Conference Room Support: Provide onsite technical support for conference rooms, meetings, audio/video systems, printers, shared workspaces, and other office technology systems. 
• VIP / White-Glove Support: Provide professional, discreet, and responsive technical support for executive leadership, senior government officials, board members, and other high-priority stakeholders. 
• Collaboration: Work closely with Level 2 and Level 3 IT staff, vendors, and cross-functional teams to escalate and resolve complex technical issues. 
• All other duties assigned 

BACKGROUND CHECK ELIGIBLE DUTIES
This position requires access to IT systems, infrastructure, and applications that house confidential information, including employee records, user credentials, system configurations, network access controls, and applications containing county records and private behavioral health information. The incumbent has elevated system privileges for user account management, permissions administration, and device configuration. The incumbent must handle all access responsibly in accordance with CalMHSA IT security policies and procedures, ensuring the integrity and security of all systems and data while preventing accidental or malicious misuse of privileged access. 

QUALIFICATIONS – EDUCATION, EXPERIENCE, and SKILLS/KNOWLEDGE: 

• Education: Associate’s degree in Information Technology, Computer Science, or a related field, or equivalent combination of education and relevant work experience. 
• Experience: 0–2 years of experience in an IT support, help desk, or technical support role. 
• Technical Skills: 
• Proficiency with Windows and macOS operating systems 
• Basic understanding of networking concepts, including TCP/IP, DNS, DHCP, Wi-Fi, and VPN connectivity 
• Familiarity with Microsoft 365, Google Workspace, and common business productivity tools 
• Experience with IT ticketing systems such as Zendesk, ServiceNow, Jira, or similar platforms 
• Basic understanding of desktop hardware, printers, mobile devices, and peripherals 
• Soft Skills: 
• Excellent verbal and written communication skills 
• Strong troubleshooting, analytical, and problem-solving abilities 
• Strong customer service orientation with a professional and positive demeanor 
• Ability to prioritize tasks and manage multiple support requests simultaneously 
• Ability to maintain professionalism and confidentiality when supporting executive leadership and government officials 
• Ability to work independently and collaboratively within a team environment 
• Preferred Certifications: 
• CompTIA A+ 
• Microsoft Certified Professional (MCP) 
• Google IT Support Professional Certificate 
• Other relevant technical certifications 

COMPUTER SKILLS – Demonstrate the ability to use Microsoft office suite (Outlook, Excel, Word, PowerPoint), Adobe, Google office suite, and other modern connectivity applications (Zoom, Slack, Asana) for daily internal communication.  

LANGUAGE SKILLS and MATHEMATICAL SKILLS - Demonstrate the ability to read, comprehend, and respond appropriately through written or verbal form; demonstrate tactfulness when communicating including internal communication with staff members of all levels of employees; ability to communicate with a variety of audiences effectively. Ability to add, subtract, multiply, and divide in all measure units, using whole numbers, common fractions, and decimals. 

REASONING – Demonstrate the ability to effectively apply common sense and follow through to daily tasks; demonstrate the ability to work with little or no supervision; demonstrate excellent analytical skills; demonstrate the ability to efficiently conduct research and ask appropriate probing questions to complete necessary tasks. 

PHYSICAL DEMANDS - The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is frequently required to sit and stand; use phone and headset; use hands, arms, fingers to type; answer phones; write; use calculator; demonstrate strength to lift and carry materials weighing up to 50 pounds; demonstrate clear vision to read printed materials and a computer screen; hearing and speech to communicate in person and over the telephone.  

SENSORY DEMANDS - The incumbent must spend long hours in intense concentration. The incumbent must also spend long hours on the computer entering information which requires attention to detail and high Levels of accuracy. 

MENTAL DEMANDS - There are a number of deadlines associated with this position, which may cause significant pressure. The incumbent must also deal with a wide variety of people on various issues. 

REGULAR WORK SCHEDULE – Schedule varies depending on business needs; however, company normal business hours are 8:00am to 5:00pm, Monday – Friday.