IT Field Support Associate

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., 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., 1. How has your education, training, and experience prepared you for providing hardware and software support, including mobile computing devices, in a corporate environment? (Include your job title, duties, areas of responsibility, scope, and duration in performing these tasks)

1. Describe what customer service means to you and provide methods for how you would ensure that your customers receive exceptional service.

This position requires local in-person duties to be performed. The successful candidate must reside in California upon appointment.

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:

• Ability to learn advance troubleshooting of technology issues;
• 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;
• Demonstrate ability to handle multiple priorities simultaneously and effectively;
• Exercise good judgement, work well under pressure, and meet deadlines;
• Demonstrate strong organizational and time management skills in a fast paced environment;
• Willingness to promote an inclusive workplace that empowers employees from a variety of backgrounds, perspectives, and personal experiences;
• 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, Remote desktop software (Microsoft Remote Desktop, Dameware, or other), ServiceNow or other IT service management and ticketing tool
• Experience providing excellent IT customer service
• Excellent interpersonal skills and experience working effectively as part of a team
• Strong analytical/problem-solving and research skills
• Ability to handle concurrent assignments and changing priorities

California State Prison-Los Angeles County opened in February 1993 and is located in Lancaster, California, and is the first and only state prison in Los Angeles County. Lancaster and surrounding cities (Palmdale, Quartz Hill and Rosamond) make up what is known as the Antelope Valley.

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.