The CalSTRS IT Infrastructure & Operations Division is seeking a motivated individual to work as an Information Technology Associate on the Service Desk Team.
The IT Infrastructure and Operations Division manages the core technology infrastructure needed to support the CalSTRS business. This infrastructure includes client technology; network, servers, and storage infrastructure; and technology disaster recovery. The IT Infrastructure and Operations Division also provides technology related operational support for CalSTRS and is comprised of the following team: Client Technology Infrastructure, Audiovisual Services, Client Technology Services, Technology Disaster Recovery, Network Infrastructure, Service Desk and System & Security Administration.
The CalSTRS Service Desk is the central, single point of contact for CalSTRS staff to report problems with IT systems and request IT services. Its goal is to provide excellent customer service and reduce the number of tickets passed on to other levels of support. The Service Desk Analyst works as part of a team, each analyst assisting other analysts, to achieve these goals. We operate as a strong team with mature processes, well establish documentation and a solid knowledge base. Acting as the central point of contact for all IT related services, you will have the chance to become familiar with multiple systems and sound service delivery practices. This is a great unit to begin your IT career or possibly take it to the next level.
Under the general supervision of the Service Desk Manager, the Information Technology Associate provides a wide range of technical and customer support services for CalSTRS Technology Services systems. The Service Desk serves as the central, single point of contact for CalSTRS staff and external customers to request IT services and report issues with technology systems. The Information Technology Associate is responsible for delivering high-quality customer service, ensuring timely resolution of incidents and service requests, and supporting users with CalSTRS-supported applications, hardware, and systems. The role operates within a collaborative team environment, where each analyst works closely with peers to share knowledge, coordinate efforts, and maintain a consistent, positive support experience for all customers.
The ideal candidate will possess the following skills:
• Ability to communicate effectively, both orally and in writing, with staff and management at all levels.
• Strong commitment to delivering high-quality service and offering diplomatic, customer-focused solutions.
• Demonstrated ability to manage multiple assignments and perform effectively under pressure.
• Skill in explaining complex topics to diverse audiences in a clear and accessible manner.
• Proven ability to work collaboratively as a team player and build effective cross-functional partnerships.
• Extensive experience with IT support processes.
• Strong attention to detail and accuracy.
Every 12 months, based on performance evaluation, employees may receive a 5% salary increase until they reach the maximum salary for the position.
In July 2025, the State of California implemented the Personal Leave Program 2025. This program reduces employees’ monthly base pay in exchange for paid leave credits. This position is subject to PLP 2025 and will have a monthly base pay reduction of 3% in exchange for 5 hours of leave credits for the duration of the program. The salary ranges shown on this job posting do not reflect the reduced amounts.
Does this opportunity seem right for you? If so, see the Application Instructions section below and apply now.
You will find additional information about the job in the Duty Statement.
