Service Desk Technician

Full Job Description

What We Offer

The County of Ventura offers an attractive compensation and benefits package. Aside from our base salary range, an employee with this position will also be eligible for the following:

• Educational Incentive – An educational incentive of 2.5% for completion of an associate degree, 3.5% for completion of a bachelor’s degree, OR 5.0% for completion of a graduate degree.
• Flexible Workweek – A hybrid telework schedule may be available for some positions.
• Vacation Accrual– New regular, full-time employees shall accrue approximately 14 days of vacation a year for the first 10,400 hours or 5 years of service; vacation accruals increase at 5, 11, 12, 13, 14, 15 and 20 years of service topping out at 26 days a year and 400 hours of vacation hours banked.
• Vacation Leave Redemption- After 14,560 hours of continuous County service an employee may elect to "cash in" or redeem up to 80 hours of vacation accrued in the same year after using 80 hours of vacation in the preceding 12 months.
• Sick Leave– Full time regular employees accrue 3.08 hours of sick leave per pay period with an advance at hire of 40.04 hours which will be balanced at the completion of 13 bi-weekly pay periods.
• Health Plans – You are afforded an annual flexible credit allowance for purchasing medical, dental, and/or vision insurance from a group of authorized plans.
• Flexible Spending Accounts - Pre-tax benefit towards eligible medical, dental and vision care expenses.
• Pension Plan – Participation in County’s defined benefit pension plan, which has reciprocity with CalPERS.
• Holidays – 13 paid days per year which includes a scheduled floating holiday.
• Additional Benefits – Tuition Reimbursement, Disability Plans, Employee Assistance Program, Life Insurance, Wellness Program.

The Department

The Information Technology Services Department (ITSD) works with every Ventura County department/agency to provide the necessary technology infrastructure and consulting/contracting services to meet ongoing and emerging business needs, including project management, business process improvement, applications support, voice/data infrastructure, data security, threat and vulnerability/risk management, and extended staffing.

The PositionUnder immediate supervision, the Service Desk Technician (SDT) will perform the 1st level of triage support in resolving technical incidents, problems, and service requests/questions for inquiries coming into the Service Desk.

Additional responsibilities will include customer interface for change requests, maintenance contracts, software licenses, Service Level Management, Configuration Management, Availability Management, and IT Service Continuity Management.

Distinguishing CharacteristicsThe SDT is distinguished from the Computer Operator in that the latter is responsible for daily operations including the operations of multiple large-scale computers, mid-computers, and auxiliary equipment, including hardware for a major teleprocessing network.

The SDT works in a call center providing support in compliance with Information Technology Infrastructure Library (ITIL) standards.

The Ideal CandidateThe ideal candidate will have one (1) year or more of experience on a Service Desk or Help Desk that received a moderate-to-high volume of calls utilizing a Service Management system for task tracking and an Automated Call Distribution (ACD) system for call management.

This candidate will also possess excellent communication skills, be highly organized, can multi-task, will remain composed under pressure, and will provide consistent, excellent customer service.

Emphasis on logical and physical security is a must. Experience with VoIP, VPN, basic desktop troubleshooting, Windows operating systems, and Office 365 is highly preferred.

The eligible list established from this recruitment may be used to fill the present and future Regular, Temporary, Fixed-term, Intermittent, or Extra Help vacancies for this position only. There is one (1) full-time vacancy within the Information Technology Services Department.

The Service Desk Technician is represented by the Service Employee’s International Union (SEIU) and is eligible for overtime compensation.

TENTATIVE SCHEDULEOPENING DATE: Friday, March 27, 2026CLOSING DATE: Continuous and may close at any time; therefore, the schedule for the remainder of the process will depend upon when we receive a sufficient number of qualified applications to meet business needs.

Requirements

Duties may include but are not limited to the following:

• Provides first level technical support to internal and external customers via the Service Desk regarding computer software or hardware operation; escalating calls to advanced technical resources when appropriate;
• Monitors computer systems, troubleshoots and corrects 1st level system problems; identifies root causes of hardware or software problems by using remote control software;
• Handles basic account administration for Directory Services to include password changes and proxy accounts;
• Assists 2nd and 3rd level technical resources in troubleshooting and resolving communications or computer equipment problems or failures; completes documentation and creates service orders as needed;
• Creates and manages service requests and incidents within a service management system to record daily data communication transactions, problems, remedial actions taken or installation activities sufficiently documenting problems and solutions;
• Contributes to status reports for upper management providing data for the assigned responsibilities;
• Reads technical manuals, confers with users, or conducts computer diagnostics to investigate and resolve problems or to provide technical assistance and support;
• Performs other related duties as assigned.

Qualifications

These are entrance requirements to the examination process and assure neither continuance in the process nor placement on an eligible list.

EDUCATION, TRAINING AND EXPERIENCE

To qualify for this classification, an individual must possess any combination of experience and education that would likely produce the required knowledge, skills, and abilities.

For example, possession of the requisite knowledge, skills, and abilities can be demonstrated by six (6) months of recent technical experience providing support in any of the following areas: helpdesk, mainframe, desktop, or network support and some college coursework in Information Systems, Computer Science, or related field OR at least one (1) year of recent technical experience providing support in any of the following areas: help desk, mainframe, desktop, or network support.

NECESSARY SPECIAL REQUIREMENTS

• Possession of or ability to obtain a valid California driver license;
• Must be able and willing to work nights, weekends, and holidays on a standard rotating on-call basis as needed;
• Must be able and willing to work long hours to resolve production problems or meet project deadlines as needed;
• Must be able and willing to travel within Ventura County in support of technology efforts as needed;
• Excellent written and verbal communication skills must be demonstrated in the completion of the employment application and supplemental questionnaire.

DESIRED

• Three (3) years of experience delivering exceptional customer service;
• Experience with VoIP, VPN, basic desktop troubleshooting, Windows operating systems, and Office 365 is highly preferred.

KNOWLEDGE, SKILLS, AND ABILITIES

Working knowledge of:

• Operations, services, and activities of a service desk, data center, or server room;
• Basic operational characteristics of information technology;
• Basic principles of computer systems, monitoring, report preparation, and processing;
• Basic methods and techniques of troubleshooting and diagnosing computer equipment malfunctions;
• Basic principles and practices of customer service including needs assessment, and meeting quality standards for service.

Working knowledge of some or all of the following technologies:

• VPN and Wireless technology;
• VOIP communications systems;
• Local and network printers;
• Desktop/Laptop hardware and software.

Ability to:

• Listen to and understand information and ideas;
• Interpret, apply, and explain Tier 1 procedures in a timely manner;
• Deal tactfully and effectively under difficult or challenging circumstances;
• Communicate effectively both verbally and in writing;
• Provide a high level customer service and maintain positive working relationships with customer departments and internal staff members;
• Follow directions;
• Manage time effectively.

Additional Information

FINAL FILING DATE: Continuous and may close at any time; therefore, apply as soon as possible if you are interested in it.

Your application must be received by the County of Ventura Human Resources in Ventura, California, no later than 5:00 p.m. on the closing date.

To apply online, please refer to our website at www.venturacounty.gov/jobs If you prefer to fill out a paper application form, please call (805) 654-5129 for application materials and submit them to County of Ventura Human Resources, 800 South Victoria Avenue, L-1970, Ventura, CA 93009.Note to Applicants: Sufficient information must be provided under the Education/Work experience portion of the application and supplemental questionnaire to thoroughly and accurately demonstrate your qualifications in order to determine eligibility.

A resume may be attached to supplement your responses in the above-referenced sections; however, it may not be submitted in lieu of the application.

INFORMATION FOR TRANSFER CANDIDATES: If presently permanently employed in another "merit" or "civil service" public agency/entity in the same or substantively similar position as is advertised, and if appointed to that position by successful performance in a "merit" or "civil service" style examination, then appointment by "Lateral Transfer" may be possible. If interested, please click here (Download PDF reader) for additional information.

SUPPLEMENTAL QUESTIONNAIRE - qualifyingAll applicants are required to complete and submit the questionnaire for this examination at the time of filing.

The supplemental questionnaire may be used throughout the examination process to assist in determining each applicant's qualifications and acceptability for the position.

Failure to complete and submit the questionnaire may result in the application being removed from consideration.

APPLICATION EVALUATION - qualifyingAll applications will be reviewed to determine whether or not the stated requirements are met.

Those individuals meeting the stated requirements will be invited to continue to the next step in the examination process TRAINING & EXPERIENCE EVALUATION:A Training and Experience Evaluation (T&E) is a structured evaluation of the job application materials submitted by a candidate, including the written responses to the supplemental questionnaire.

The T&E is NOT a determination of whether the candidate meets the stated requirements; rather, the T&E is one method for determining who are the better qualified among those who have shown that they meet the stated requirements.

In a T&E, applications are either scored or rank ordered according to criteria that most closely meet the business needs of the department.

Candidates are typically scored/ranked in relation to one another; consequently, when the pool of candidates is exceptionally strong, many qualified candidates may receive a score or rank which is moderate or even low resulting in them not being advanced in the process.

NOTE: The selection process will likely consist of an Oral Exam, which may be preceded or replaced with the score from a Training and Experience Evaluation (T&E), contingent upon the size and quality of the candidate pool.

In a typical T&E, your training and experience are evaluated in relation to the background, experience and factors identified for successful job performance during a job analysis.

For this reason, it is recommended that your application materials clearly show your relevant background and specialized knowledge, skills, and abilities.

It is also highly recommended that the supplemental questions within the application are completed with care and diligence.

Responses such as "See Resume" or "Refer to Resume" are not acceptable and may disqualify an applicant from further evaluation.

ORAL EXAMINATION – 100%: A job-related oral examination will be conducted to evaluate and compare participating candidates' knowledge, skills, and abilities in relation to those factors which job analysis has determined to be essential for successful performance of the job.

Candidates must earn a score of seventy percent (70%) or higher to qualify for placement on the eligible list.

NOTE: If there are three (3) or fewer qualified applicants, an examination will not be conducted.

Instead, a score of 70% will be assigned to each application, and each applicant will be placed on the eligible list.

Candidates successfully completing the examination process may be placed on an eligible list for a period of one (1) year.

BACKGROUND INVESTIGATION: A thorough post offer, pre-employment background investigation which may include inquiry into past employment, education, criminal background information, and driving record may be required for this position.

EQUAL EMPLOYMENT OPPORTUNITY
The County of Ventura 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.

For further information regarding this recruitment, please contact Crystal Zendejas by email at Crystal.Zendejas@venturacounty.gov or by telephone at (805) 654-7608.