Calwin (CalSAWS) Help Desk Specialist

The Position

Why Join Employment and Human Services Department?
Contra Costa County’s Employment and Human Services Department works diligently to provide the community with resources that support, protect, and empower individuals and families to achieve self-sufficiency. The department is committed to hiring candidates that share our core values of delivering an exceptional customer service experience, encouraging open communication, embracing change, practicing ethical behavior, and embracing diversity.
This position plays a vital role in supporting the Employment and Human Services Department (EHSD) by providing assistance, training, and problem resolution to EHSD staff regarding CalSAWS and its associated systems. Incumbents are expected to apply comprehensive knowledge of multiple public assistance programs and offer functional guidance related to CalSAWS. This position differs from information technology positions such as Information Systems Technician and Information Systems Specialist, which require technical education and experience focused on maintaining the integrity and structure of underlying applications, databases, operating systems, or hardware. Employees in this role work under the direction of a program manager or supervisor.

The Employment and Human Services Department is currently accepting applications to fill one (1) vacancy for the Calwin (CalSAWS) Help Desk Specialist position .
What you will typically be responsible for:

• Troubleshooting and researching issues related to the use, application, and operation of CalSAWS
• Identifying and resolving end-user errors, and referring system and hardware problems to the appropriate staff
• Serving as an information resource for program staff, IT staff, developer groups, system vendors, project help desks, and other counties regarding system use and application needs
• Assessing employee issues with the system, gathering information about processes and data needs, referring escalated problems to the vendor helpdesk, and tracking them for resolution
• Monitoring and tracking outcomes of CalSAWS application problems and communicating resolutions to users
• Assisting in the development of, and participating in, training on the use and application of the CalSAWS system
• Participating in system user groups to help develop methods for resolving user problems
• Assisting in the development of programming change recommendations to enhance system effectiveness and improve functionality

A few reasons you might love this job:

• Opportunity to use modern work management and collaboration processes
• Ability to apply technical knowledge to help others
• Enjoy problem-solving, finding solutions, and translating technical processes into clear, understandable steps
• If you enjoy communicating and collaborating with others

A few challenges you might face in this job:

• Managing staff availability and time effectively
• Shifting priorities and sometimes slow response times for certain tasks
• Adapting to constant changes being introduced

To read the complete job description, please visit the website: https://www.cccounty.us/hr.
The eligible list established from this recruitment may remain in effect for six (6) months.

Minimum Qualifications

License Required: Possession of a valid California Motor Vehicle Operator's License. Out of State valid Motor Vehicle Operator's License will be accepted during the application process.

Experience: The equivalent of one (1) year of full time experience as a CalWIN On-Site Support Specialist in the Contra Costa County classified service.

Or II

Education: Completion of 60 semester units or 90 quarter units at an accredited college or university which included at least 12 semester or 18 quarter units in psychology, sociology, social welfare and computer science, business, office technology, information systems or related field.

Two (2) years of full-time experience or its equivalent public assistance eligibility determination in a California County Welfare Department which must have included at least one (1) year of responsibility for research and resolution of problems of working in the CalWIN system.

Substitution: Two year(s) of additional qualifying experience may be substituted for the required education.

Selection Process

Application Filing and Evaluation: All applicants will be required to complete a supplemental questionnaire at the time of application. Applications will be evaluated to determine which candidates will move forward in the next phase of the recruitment process.Training and Experience Questionnaire: Candidates will be required to complete a training and experience questionnaire at the time of filing. The responses to the training and experience questions on the supplemental questionnaire will be used to evaluate candidates' relevant education, training and/or experience as it relates to the Calwin (CalSAWS) Help Desk Specialist classification. (Weighted 100%)

The Human Resources Department may change the examination steps noted above in accordance with the Personnel Management Regulations and accepted selection practices.

For recruitment-specific questions, please contact Flor Robb at Flor.Robb@hrd.cccounty.us. For any technical issues, please contact the GovernmentJobs’ applicant support team for assistance at +1 855-524-5627.

CONVICTION HISTORY
After you receive a conditional job offer, you will be fingerprinted, and your fingerprints will be sent to the California Department of Justice (DOJ) and the Federal Bureau of Investigation (FBI). The resulting report of your conviction history (if any) will be used to determine whether the nature of your conviction conflicts with the specific duties and responsibilities of the job for which you have received a conditional job offer. If a conflict exists, you will be asked to present any evidence of rehabilitation that may mitigate the conflict, except when federal or state regulations bar employment in specific circumstances. Having a conviction history does not automatically preclude you from a job with Contra Costa County. If you accept a conditional job offer, the Human Resources department will contact you to schedule a fingerprinting appointment.

DISASTER SERVICE WORKER
All Contra Costa County employees are designated Disaster Service Workers through state and local law. Employment with the County requires the affirmation of a loyalty oath to this effect. Employees are required to complete all Disaster Service Worker-related training as assigned, and to return to work as ordered in the event of an emergency.

EQUAL EMPLOYMENT OPPORTUNITY
It is the policy of Contra Costa County to consider all applicants for employment without regard to race, color, religion, sex, national origin, ethnicity, age, disability, sexual orientation, gender, gender identity, gender expression, marital status, ancestry, medical condition, genetic information, military or veteran status, or other protected category under the law.

To find more information on Benefits offered by Contra Costa County, please go to https://www.contracosta.ca.gov/1343/Employee-Benefits

Closing Date/Time: 10/30/2025 11:59 PM Pacific

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• Contra Costa County Human Resources Department

• 925-655-2100

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