Calwin (CalSAWS) Help Desk Supervisor

Calwin (CalSAWS) Help Desk Supervisor

Salary

$99,545.50 - $120,998.20 Annually

Location

Contra Costa County, CA

Job Type

Permanent Full-Time

Job Number

XQHI-2026A

Department

Employment & Human Services

Opening Date

07/24/2026

Closing Date

8/6/2026 11:59 PM Pacific

FLSA

Exempt

Bargaining Unit

KZ

• Description
• Benefits
• Questions

The Position

• OPEN & PROMOTIONAL *

PLEASE NOTE: You must be a current Contra Costa County employee with permanent status in the Merit System in order to be considered for the promotional opportunity. All other applicants must apply under the open option.

Bargaining Unit: Local 512 - Social Services Staff Specialist Unit

Why Join Contra Costa County - Employment and Human Services Department?

The Employment and Human Services Department (EHSD) is dedicated to strengthening our community by connecting individuals and families with the services they need to achieve stability and self-sufficiency. We are committed to delivering exceptional public service through innovation, collaboration, and continuous improvement while fostering a workplace that values integrity, respect, diversity, and professional growth.

As part of the CalSAWS Division, you will play an essential role in supporting one of Californias largest integrated public assistance systems. The division provides technical expertise and operational support that enables staff across the department to effectively deliver critical services to residents. Your work will directly contribute to improving system performance, resolving complex technical issues, and supporting the successful implementation of system enhancements that impact thousands of employees and community members.

This position offers the opportunity to lead a team of technical professionals, collaborate with County departments, State partners, and vendors, and help shape business processes that improve service delivery. If you enjoy solving complex problems, leading others, and making a meaningful impact through technology and public service, this is an excellent opportunity to grow your career.

We are looking for someone who is:

• An experienced supervisor who can effectively plan, assign, coach, and review the work of a technical help desk team.
• A strong problem solver who enjoys researching complex system issues and developing practical solutions.
• Skilled at communicating technical information in a clear, concise manner to both technical and non-technical audiences.
• Collaborative and able to build strong working relationships with managers, analysts, State partners, vendors, and program staff.
• Analytical and detail-oriented, with the ability to identify trends, evaluate system issues, and recommend process improvements.
• Adaptable and customer-focused, able to balance competing priorities while providing high-quality support in a fast-paced environment.
• Knowledgeable about public assistance programs and automated eligibility systems, or able to quickly learn and apply complex program policies and system functionality.

What you will typically be responsible for:

• Supervising the daily operations of the CalSAWS Help Desk team, including assigning work, coaching staff, and ensuring timely completion of assignments.
• Researching and resolving complex CalSAWS system issues by collaborating with State partners, vendors, and internal stakeholders.
• Analyzing help desk trends and identifying opportunities to improve system functionality, business processes, and customer service.
• Monitoring help desk activities, resolutions provided to user staff, and forwarding service request problem tickets through review processes to the vendor process
• Collaborating with managers, supervisors, analysts, and technical staff to coordinate system support, communicate updates, and address operational challenges.
• Collaborating with CalWIN (CalSAWS) On-Site Support Supervisor, Eligibility and Social Work Supervisors and Department Analyst staff and managers to address and coordinate on-site application and program issues
• Training, mentoring, and developing Help Desk staff while helping establish unit procedures and promoting continuous improvement.

A few reasons why you might love this job:

• You enjoy problem-solving, finding solutions, and translating technical processes into clear, actionable steps
• You take pleasure in helping staff adopt new system functionalities
• You thrive on building partnerships across programs and collaborating across bureaus
• You are passionate about researching issues and analyzing trends

A few challenges you might face in this job:

• Managing competing priorities while supporting staff and maintaining high level of customer service.
• Keeping pace with constant change with legislation/ policy and system enhancements.
• Some of the tasks may change priority and response are slow
• Providing timely high-quality support in a rapidly changing environment

Competencies Required:

• Analyzing & Interpreting Data: Drawing meaning and conclusions from quantitative or qualitative data
• Decision Making: Choosing optimal courses of action in a timely manner
• Innovative Problem Solving: Identifying and analyzing problems in order to propose new ways to do business
• Professional & Technical Expertise: Applying technical subject matter to the job
• Displaying Ownership and Accountability: Holding self and others accountable for measurable high-quality, timely, and cost-effective results
• Oral Communication: Engaging effectively in dialogue
• Writing: Communicating effectively in writing
• Coaching & Developing Others: Supporting others in stretching and expanding their capabilities
• Leadership: Guiding and encouraging others to accomplish a common goal
• Business Process Analysis: Defining, assessing, and improving operational processes and workflow
• Managing & Facilitating Change: Addressing key factors that influence successful organizational change

To read the complete job description, please visit the website; 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 drivers License.

Experience: Two (2) years of full-time or its equivalent experience as a CalWIN Help Desk Specialist, or Eligibility Work Supervisor I or 2) One (1) year of full-time experience as an On-Site Support Supervisor in 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, or a closely related field.

Two (2) years of full-time or its equivalent experience as a CalWIN Help Desk Specialist or Eligibility Work Supervisor I or equivalent class or 2) One (1) year of full-time experience or its equivalent as an On-Site Support Supervisor in a California County Welfare Department.

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

Desirable Qualifications:

• Experience contributing to unit procedures, policies, and system change recommendations through analysis and collaboration with stakeholders
• Experience analyzing problem areas, identifying system and business process improvements, and monitoring help desk activities
• Knowledge of training, staff development, and providing feedback in unit or division meetings
• Experience defining system improvement criteria and business needs, and assisting vendors with change requests

Selection Process

• Application Filing & Evaluation: Applications will be evaluated to determine which candidates will move forward in the next phase of the recruitment process.
• Training and Experience Evaluation: Consists of an evaluation of each candidates relevant education, training and/or experience as presented on the application and supplemental questionnaire. (Weighted 100%)
• Departmental Interviews: Employment and Human Services Department hiring team will contact individuals from the PROMOTIONAL eligible list prior to the OPEN eligible list.

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.

Contra Costa County is committed to providing equal access and opportunity to qualified individuals with disabilities in its employment practices. If you believe you mayanticipateneeding reasonable accommodation, please visit our job seeker resources page at: Special Testing Accommodations | Contra Costa County, CA Official Website.

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

01

The purpose of the questionnaire is to provide applicants the opportunity to elaborate on their experience, education, and training for this position and to assist the HR staff in assessing each applicants qualifications. Your responses to the questionnaire will be used to better understand your relevant experience, education, and training to determine which applicants will be invited to participate in the next step of the recruitment process.

Do not answer any of the questions by indicating "see attached application or see resume."

• I understand

02

Do you possess a valid drivers license?

• Yes
• No

03

Have you completed 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, or a closely related field?

Transcripts will be requested by the hiring department.

• Yes
• No

04

Which category are you applying under? Promotional consideration is available only to current Contra Costa County employees with permanent or probationary status, all other candidates must select the Open category. Eligibility will be verified during the recruitment process.

• Promotional: I am a current Contra Costa County employee with permanent or probationary status.
• Open (General Applicant): I am not a current Contra Costa County employee with permanent or probationary status.

05

If you gained experience in Contra Costa County how many years of experience do you have in Calwin(CalSAWS) Help Desk Specialist, or Eligibility Work Supervisor?

• I do not possess this type of experience within Contra Costa County
• I have less than one (1) year of experience as described within Contra Costa County
• I have at least one (1) year, but less than two (2) years of experience as described within Contra Costa County
• I have at least two (2) years, but less than three (3) years of experience as described within Contra Costa County
• I have at least three (3) years, but less than four (4) years of experience as described within Contra Costa County
• I have four (4) or more years of experience as described within Contra Costa County

06

If your experience was gained outside of Contra Costa County, how many years do you have in a classification equivalent to Contra Costa County's Calwin (CalSAWS) Help Desk Specialist, or Eligibility Work Supervisor?

View Contra Costa County Calwin/CalSAWS Help Desk Specialist Job Description

View Contra Costa County Eligibility Work Supervisor Job Description

• I do not possess this type of experience
• I have less than one (1) year of experience as described
• I have at least one (1) year, but less than two (2) years of experience as described
• I have at least two (2) years, but less than three (3) years of experience as described
• I have at least three (3) years, but less than four (4) years of experience as described
• I have four (4) or more years of experience as described

07

If you indicated that you have experience in the previous questions, please provide a brief description of your relevant duties. Please ensure to provide the following details:

• Organization name
• Official job title
• Dates of employment

If you do not have this experience, please type N/A.

08

PLEASE NOTE: The following questions must be answered honestly and accurately to the best of your ability. Your responses will be used to evaluate your qualifications and will be cross-checked against the experience listed in your application. Inaccurate, exaggerated, or misleading responses will result in disqualification from this recruitment and may negatively affect your consideration for both this and future vacancies with Contra Costa County.

How many years of experience do you have working with California Statewide Automated Welfare System (CalSAWS) on a daily basis?

• I do not possess this type of experience
• I have less than one (1) year of experience as described
• I have at least one (1) year, but less than two (2) years of experience as described
• I have at least two (2) years, but less than three (3) years of experience as described
• I have at least three (3) years, but less than four (4) years of experience as described
• I have at least four (4) years, but less than five (5) years of experience as described
• I have five (5) or more years of experience as described

09

How many years of experience do you have preparing technical reports, user communications, or training materials on a regular basis?

• I do not possess this type of experience
• I have less than one (1) year of experience as described
• I have at least one (1) year, but less than two (2) years of experience as described
• I have at least two (2) years, but less than three (3) years of experience as described
• I have at least three (3) years, but less than four (4) years of experience as described
• I have at least four (4) years, but less than five (5) years of experience as described
• I have five (5) or more years of experience as described

10

Do you possess a Bachelors degree in Information Systems, Computer Science, Business Administration, or Public Administration? Copy of degree or transcripts must be attached to application

• No
• Yes

11

Do you possess a Masters degree in Information Systems, Computer Science, Business Administration, or Public Administration?

Copy of degree or transcripts must be attached to application

• No
• Yes

12

Do you possess a CompTIA A+ certificate?

Copy of certificate must be attached to application

• No
• Yes

13

Do you possess a PMP (Project Management Professional) or a CAPM (Certified Associate in Project Management) certificate?

Copy of current certificate must be attached to application

• No
• Yes

14

Do you possess a Lean Six Sigma certificate?

Copy of certificate must be attached to application

• No
• Yes

15

By checking this box, I am confirming that all statements made in this supplemental questionnaire and on the application are accurate and true; and I understand that misstatements or omissions of material facts will result in being rejected from this recruitment process, or released from future employment with Contra Costa County.

• I agree

Required Question

Employer County of Contra Costa