What are the responsibilities and job description for the INFORMATION TECHNOLOGY TECHNICAL SUPPORT ANALYST II position at Los Angeles County Department of Human Resources?
TYPE OF RECRUITMENT
APPLICATION FILING PERIOD
WHY WORK FOR US?
With more than 10 million residents, Los Angeles County is the most populous county in the nation! As the largest employer in Southern California, over 116,000 employees in more than 38 Departments provide vital public services as diverse as law enforcement, property assessment, public health protection, water conservation, cultural activities, and many more.
We are dedicated professionals committed to preserving the dignity and integrity of the workplace as well as protecting the rights of each employee. The County has more than 2,300 different job descriptions, offering a lifetime of opportunities and careers! We offer one of the strongest public-sector benefits packages in the nation. Join us and discover a rich selection of health care options, robust retirement plans and the flexibility to work, relax, and rejuvenate in order to reach your fullest personal and professional potential.
Check Out Our Outstanding Benefits!
Click here to see a list of employee benefits.
Essential Job Functions
- Installs, configures, maintains, and tests computer hardware, software, and peripheral equipment.
- Acts as a technical resource to end users and other information technology staff and troubleshoots, diagnoses, and resolves moderately complex hardware, software, and network connectivity problems, including problems not covered by established procedures.
- Identifies trends in the reported problem calls and implements improvements. Analyzes and makes recommendations regarding user support needs or improving customer satisfaction.
- Reviews, tests, and finalizes user instructions and procedures; conducts formal and informal end user training and develops technical orientation and training materials as necessary.
- Leads small hardware and software installation and upgrade projects; participates in large and/or complex projects with general direction.
- Assists in defining and recommending appropriate hardware and software configurations and standards to meet customer needs, and develops specifications to purchase new hardware, software, and other peripheral devices based upon established departmental standards.
- Configures software distribution tools.
For more information, please view the classification specification: Information Technology Technical Support Analyst II
Requirements
Selection Requirements:
Two (2) years of experience installing, configuring, testing, troubleshooting, and repairing client computing devices or software, in a centralized Information Technology organization.
License:
A valid California Class C Driver License or the ability to utilize an alternative method of transportation when needed to carry out job-related essential functions.
Physical Class:
Physical Class III – Moderate: This class requires that the incumbent stand or walk most of the time with bending, stooping, squatting, twisting, reaching, working on irregular surfaces, occasional lifting of objects weighing over 25 pounds, and frequent lifting of 10-25 pounds.
Special Requirements Information:- A centralized Information Technology organization, which is under the direction or guidance of the Chief Information Technology official for the department or major organizational unit, is responsible for providing comprehensive IT services including analysis, design, acquisition, and/or development, implementation, maintenance, or support of information systems; and in which the work performed is in direct relationship to the IT requirements and initiatives of the department or major organizational unit.
Withhold information:
No withhold will be allowed. Required experience must be fully met by the last day of filing, and clearly indicated on the application.
Endorsement of county qualifications:
County employees who wish to meet the requirements using out-of-class experience must provide official documentation such as an additional responsibility bonus, out-of-class bonus, temporary assignment bonus, or reclassification study from CEO Classification within seven (7) calendar days from the last day of filing. Employees do not need to submit such verification if they hold or have held one of the positions above. Out-of-class duties should be accurately described in the applicant's Work Experience and Supplemental Questionnaire sections. Any questionable experience will be verified through the departmental HR Manager when necessary.
Additional Information
OUR ASSESSMENT PROCESS:
Once we verify that you meet the requirements, we will invite you to take the assessment of the proficiencies required for this job., this examination will consist of a multiple choice and/or simulation assessment(s), weighted 100%, assessing:
- Service Orientation
- Issue Resolution
- Attentiveness
- Navigation
- Accurate Typing
- Achievement
- Learning Potential
- Knowledge of Networking
- Peripheral Components
- Operating Systems
- Troubleshooting
- Providing Technical Support
Applicants must meet the requirements and achieve a passing score of 70% or higher in order to be placed on the eligible list.
MULTIPLE-CHOICE AND SIMULATION ASSESSMENTS ARE NOT REVIEWABLE BY CANDIDATES PER CIVIL SERVICE RULE 7.19.
Scores cannot be given over the telephone.
County of Los Angeles will not consider claims of not viewing or receiving notification to be a valid reason for late test administration or rescheduling of a test component.
Applicants concurrently applying to Information Technology Technical Support Analyst I (R2545J-R) and/or Senior Information Technology Technical Support Analyst (R2547L-R) will take the identical test parts once.
TEST PREPARATION
We provide study guides and other test preparation resources to help candidates prepare for employment tests. While the guides may help in preparing for the test, we recommend reviewing all related materials that seem necessary.
- Online practice tests are available at https://www.shldirect.com/en-us/practice-tests (https://www.shldirect.com/en-us/practice-tests).
- Various information can be found on our website at https://hr.lacounty.gov/job-search-toolkit/. The section dedicated to test preparation is "Employment Test Assistance."
Eligibility and Vacancy Information:
Candidates who passed the assessment are placed on the eligible list in the order of their score group for a period of six (6) months following the date of promulgation. We will use this list to fill vacancies as they occur.
APPLICATION AND FILING INFORMATION:
We only accept applications filed online. Applications submitted by U.S. mail, fax, or in person are not accepted. Apply online by clicking on the "Apply" green button at the top right of this posting. This website can also be used to get application status updates.
Please fill out the application completely. Provide relevant job experience including employer's name and address, job title, beginning and ending dates, number of hours worked per week, and description of work performed.
We may verify information included in the application at any point during the examination and hiring process, including after an appointment has been made. Falsification of information could result in refusal of application or rescission of appointment. Copying verbiage from the Requirements or class specification as your work experience will not be sufficient to demonstrate meeting the requirements. Doing so may result in an incomplete application and may lead to disqualification.
We will send notifications to the email address provided on the application, so it is important that you provide a valid email address. If you choose to unsubscribe or opt out from receiving our emails, it is possible to view notices by logging into governmentjobs.com and checking the profile inbox. It is every applicant's responsibility to take steps to view correspondence, and we will not consider claims of missing notices to be a valid reason for re-scheduling an exam part. Register the below domains as approved senders to prevent email notifications from being filtered as spam/junk mail.
- info@governmentjobs.com
- talentcentral@shl.com
- noreply@proctoru.com
- donot-reply@amcatmail.com
- fkumala@hr.lacounty.gov
New email addresses need to be verified. This only needs to be done once per email address and can be done at any time by logging in to govermentjobs.com and following the prompts. This is to enhance the security of the online application and to prevent incorrectly entered email addresses.
Any additional documents, IF ANY, must be received at the time of filing or within seven (7) calendar days from last day of filing.
Note: If you are unable to attach documentation to your online application, you may email it to fkumala@hr.lacounty.gov. Please ensure to reference your attachment by writing your full name, examination title, and examination number on the subject of your email.
If you are a veteran, you may be eligible for veteran’s credit, which is an additional 10% of the total points added to a passing score. We will need a copy of your form DD214 to review, so please include that with your application at the time of filing or within seven (7) calendar days from end of filing period and email the document to fkumala@hr.lacounty.gov
Federal law requires that all employed persons have a Social Security Number, so include yours when applying.
For those who not have access to a computer or the internet, we provide access to complete an application at public libraries throughout the county.
All applicants must file their application online using their own user ID and password. Using a family member's or friend's login information may erase a candidate's original application record.
The County of Los Angeles recognizes and affirms that all people are created equal and are entitled to all rights afforded by the Constitution of the United States. The Department of Human Resources is committed to promoting Anti-Racism, Diversity, and Inclusion efforts to address the inequalities and disparities amongst race. We support the ARDI Strategic Plan and its goals by improving equality, diversity, and inclusion in recruitment, selection, and employment practices.
Fair ChanceThe County of Los Angeles is a Fair Chance employer. Except for a very limited number of positions, you will not be asked to provide information about a conviction history unless you receive a contingent offer of employment. The County will make an individualized assessment of whether your conviction history has a direct or adverse relationship with the specific duties of the job, and consider potential mitigating factors, including, but not limited to, evidence and extent of rehabilitation, recency of the offense(s), and age at the time of the offense(s).If asked to provide information about a conviction history, any convictions or court records which are exempted by a valid court order do not have to be disclosed. Qualified applicants with arrest or conviction records will be considered for employment in accordance with County Fair Chance Policies and the Fair Chance Act (Gov. Code Section 12952).
Testing accommodation:Testing Accommodations Coordinator: TestingAccommodations@hr.lacounty.gov
Teletype Phone:(800) 899-4099
Alternate Teletype Phone:(800) 897-0077
California Relay Services Phone: (800) 735-2922
Department Contact Name: Ferdinand Kumala
Department Contact Phone: (213) 433-3517
Department Contact Email: fkumala@hr.lacounty.gov
COUNTY OF LOS ANGELES
Employment Information
Any language contained in the job posting supersedes any language contained below.
This document is intended to provide general information about the recruitment process of the County of Los Angeles. Applicants with questions about a specific job posting should contact the exam analyst listed on the posting.
Equal Employment Opportunity/Non-Discrimination Statement:
The County of Los Angeles is an Equal Employment Opportunity Employer and is committed to non-discrimination in the County workforce, regardless of age (40 and over); ancestry; color; ethnicity; religious creed; protected family or medical leave status; disability; marital status; medical condition; genetic information; military and veteran status; national origin; race ; sex; gender; sexual orientation; or any other characteristic protected by State or federal law. For more information, please visit: https://employee.hr.lacounty.gov/eeo-programs/.
Testing Accommodations for Applicants:
The County of Los Angeles complies with all federal and state disability laws and makes reasonable accommodations for qualified applicants and employees with disabilities. If a reasonable accommodation is needed to participate in the job application process, please contact the testing accommodation coordinator listed on the job posting. Hearing impaired applicants with telephone teletype equipment may leave messages by calling the teletype phone number on the job posting. For more information on accommodations, please visit: https://hr.lacounty.gov/accessibility/.
Fair Chance:
The County of Los Angeles is a Fair Chance employer. Except as otherwise permissible under applicable laws, you will not be asked to provide information about conviction history unless you receive a conditional offer of employment. The County will make an individualized assessment of whether your conviction history has a direct and adverse relationship with the specific duties of the job, and will also consider potential mitigating factors, which may include, but is not limited to, evidence and extent of rehabilitation, recency of the offense(s), and age at the time of the offense(s). If asked to provide information about conviction history, any convictions or court records which are exempted by a valid court order do not have to be disclosed. Qualified applicants with arrest or conviction records will be considered for employment in accordance with County Fair Chance Policies and the Fair Chance Act (Gov. Code Section 12952).
Employment Eligibility:
Final appointment is contingent upon verification of U.S. citizenship or the right to work in the United States.
Career PathFinder:
Resources to help current and prospective employees plan a career with Los Angeles County are available. To explore career paths to and from nearly all job titles, please visit our interactive Career PathFinder application at http://career-pathfinder.hr.lacounty.gov.
Revised January 2025
