Job Description and Duties

The salary ranges listed in this Job Control may not reflect reductions in pay in accordance with the 2025 Personal Leave Program. Please follow the link for more information regarding the 2025 Personal Leave program. http://hrmanual.calhr.ca.gov/Home/ManualItem/1/2113

The Franchise Tax Board (FTB) is recruiting a motivated individual to join the IT Service Desk Team within the Operations Management Bureau/IT Service Support Section. The IT Service Desk Phone Technician will provide a first line customer-centric experience, issue analysis, and technical assistance. As well as provide analytical and technical assistance as first line contact for IT related incident diagnosis and incident resolution. The training will be provided under the guidance of the unit SMEs and more experienced technical staff regarding proper use of FreshService including Knowledge Base applications. In this role you will be trained to assist with client education ,client support and responsible for ensuring complete analysis and documentation for each contact using FreshService. All duties are performed within the framework of the Department's mission and values, and in accordance with the Department's Policies and General Procedures.

About the Technology Services Division (TSD) The mission of TSD is to securely deliver and support information technology solutions and services essential to the success of the FTB’s mission. By acting on our TSD mission, we will realize our vision of a collaborative and diverse team of IT experts who further innovate and empower our business partners to accomplish their goals. Read more about FTB.Learn more about other FTB technical roles at this FTB microsite. Need help understanding the hiring process or have questions about FTB? We'd love to talk to you! Before applying, read through these step by step instructions to apply, or contact us at IT.Recruit@ftb.ca.gov. Please include the job control (JC) number and the position title in the subject line.

Additional positions may become available (RPA 2526-02405).

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You will find additional information about the job in the Duty Statement.