IT Field Support Associate

This position requires local in-person duties to be performed. The successful candidate must reside in California upon appointment. If telework does become available, it will be in accordance with the Statewide Telework Policy and will be required to report to office as needed/required. However, this position requires local in-person duties to be performed. We can discuss further during the interview process.

Individuals who are eligible for a Training and Development assignment may also be considered for this position.

Do you want to apply your IT technical skills and experience to make a difference in a correctional institutional setting? Are you an enthusiastic individual looking for a fast-paced, challenging, and rewarding position in a team-oriented environment? The California Department of Corrections and Rehabilitations is seeking a conscientious team player who can improve collaboration and execute IT service delivery to various programs that supports CDCR mission.

Under the general supervision of the Information Technology Supervisor II, the Information Technology Associate (ITA) will be responsible for face to face, hands on support of end user devices, printers, networking equipment, training, and general help desk services. The ITA provides first level of support, and is an integral part of the CDCR Enterprise Information Services team.

The California Department of Corrections Rehabilitation (CDCR) Headquarters has implemented a new automated system to streamline the hiring process. The Human Resources Technology System (HRTS) is an intuitive, user-friendly system that provides the applicant access to real-time updates throughout the hiring process. HRTS will require new candidates to set up an account, which allows them to track their application’s progress. Through their account portal, candidates will also be able to provide any additional information needed in the hiring process, including setting up interviews as needed. After the final filing date, applicants will receive an email from DoNotReply@cdcr.ns2cloud.com or DoNotReply@CDCR (depending on the email provider), with direction on creating and/or accessing their account., We enhance public safety and promote successful community reintegration through education, treatment and active participation in rehabilitative and restorative justice programs.

Mission

To facilitate the successful reintegration of the individuals in our care back to their communities equipped with the tools to be drug-free, healthy, and employable members of society by providing education, treatment, rehabilitative, and restorative justice programs, all in a safe and humane environment.

CDCR and CCHCS are committed to transforming the correctional landscape to create safer, more professional, and more fulfilling environments for our employees, the incarcerated population, and those supervised in our communities. Through systemwide improvements grounded in proven and emerging practices, we aim to strengthen rehabilitation, enhance workplace satisfaction, and support successful reentry into the community through our institutions, parole, and community partnerships. Our shared mission is to promote safety, wellness, and human dignity while fostering positive change for all those who live and work within our institutions and communities.

CDCR and CCHCS are committed to building an inclusive respectful workplace. We are determined to attract and hire candidates from all communities and empower employees from a variety of backgrounds, perspectives, and personal experiences. We are proud to foster inclusion and drive collaborative efforts at all levels of the Department., In order to be considered for this position, you must submit a statement of qualifications (SOQ) in addition to the standard state application. If you do not submit SOQ, your application WILL NOT be considered. A notation or reference to other materials such as resume, or application cannot be a substitute for the SOQ. If you do not have the specific experience requested above, include examples of similar work experience that would demonstrate your ability or knowledge to perform the specific functions outlined in the questions. The SOQ also serves as documentation of each candidate’s ability to present information clearly and concisely in writing. Your responses to the questions below must be submitted on a separate document and must be no longer than two pages in length for all questions, utilizing Arial 12-point font, with 1 inch margins. Each page must include your name and page number in the upper right hand corner of the page.

Please answer the questions below:

1. What skills do you believe are most critical to be successful in this position? Please describe your experience in using those skills.
2. Describe a time when you had to resolve a situation for which there was no clear policy. How did you determine the best approach to resolve the situation?

Candidates new to CDCR/CCHCS are required to submit to a background investigation process utilizing Live Scan Fingerprinting, as well as a Tuberculosis test/evaluation prior to appointment, followed by department annual Tuberculosis testing/evaluation thereafter.

When submitting supporting documents, PDF file format is preferred., Individuals who are currently in the classification, eligible for lateral transfer, eligible for reinstatement, have list or LEAP eligibility, are in the process of obtaining list eligibility, or have SROA and/or Surplus eligibility (please attach your letter, if available). SROA and Surplus candidates are given priority; therefore, individuals with other eligibility may be considered in the event no SROA or Surplus candidates apply. Individuals who are eligible for a Training and Development assignment may also be considered for this position(s)., In addition to evaluating each candidate’s relative ability, as demonstrated by quality and breadth of experience, the following factors will provide the basis for competitively evaluating each candidate:

• Demonstrate ability to handle multiple priorities simultaneously and effectively;
• Exercise good judgement, work well under pressure, and meet deadlines;
• Possess the ability to communicate professionally and effectively, both verbally and in writing, including the ability to negotiate credibly and persuasively, with a variety of stakeholders
• Working Knowledge and experience supporting on-site and remote customers with: Microsoft Active Directory Microsoft Operating System environment and Office 365 Configuring, managing, and troubleshooting various hardware, software, and mobile devices Enterprise client/server network environment including wireless technology Mobile Device Management / Endpoint Management tools Computer imaging tools Remote desktop software (Microsoft Remote Desktop, Dameware, or other) Virtual Private Network and Virtual Desktop Infrastructure ServiceNow or other IT service management and ticketing tool
• Demonstrate strong organizational and time management skills in a fast paced environment;
• Possess excellent interpersonal skills to deal effectively with difficult, sensitive, and confidential matters.
• Strong verbal and written communication skills including IT documentation.
• Willingness to promote an inclusive workplace that empowers employees from a variety of backgrounds, perspectives, and personal experiences.

San Quentin State Prison (SQ) opened in 1854. It is California’s oldest and best known correctional institution, which was established on the site currently known as Point San Quentin. San Quentin housed both male and female incarcerated individuals until 1933. SQ is an unincorporated community conveniently located along interstate 580 and a mile from Interstate 101 in Marin County. SQ is thirty minutes away from San Francisco and twenty minutes from Oakland. San Quentin is also among the most well-known prisons in the United States., Founded in 1885, the California Department of Corrections and Rehabilitation (CDCR) is one of the nation’s largest and most diverse correctional departments in the country. We are dedicated to enhancing public safety through the safe and secure incarceration of individuals in our care, by providing effective parole supervision, and implementing rehabilitative strategies for their successful reintegration into our communities.