IT Field Support Associate

Job Description and Duties

This advertisement is for an Information Technology Associate (ITA) position. Located at California Men's Colony, in San Luis Obispo County, city of San Luis Obispo. Please indicate the position number on your application: 065-628-1401-054.

This position requires local in-person duties to be performed although some telework may be available. We can discuss teleworking further during the interview process. 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 when requested. 

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 View email address on us.fitly.work or View email address on us.fitly.work (depending on the email provider), with direction on creating and/or accessing their account.

For HRTS communication, this is in reference to Job Requisition (JR) 4358 . 

Note : Main communication for this position will be through email. Please ensure you have a valid email address on your application. CDCR employees are encouraged to use their existing CDCR email address on their applications.

You will find additional information about the job in the .

Working Conditions

California Men's Colony (CMC) was opened in 1954. CMC is a male only state prison located Northwest of the city of San Luis Obispo, San Luis Obispo County.

Special Requirements

Do not include any confidential information on any documents you submit for a job vacancy, such as your State application, resume, or educational transcripts. Confidential information that should be excluded or removed from these documents includes, but is not limited to, your Social Security Number (SSN), birthdate, student identification number, driver’s license number (unless required), basis of eligibility, examination results, LEAP status, marital status, and age. Confidential information on the first page of applications submitted electronically online, such as Easy ID number, SSN, examination related information, and driver’s license number will automatically be redacted upon submission.

Possession of Minimum Qualifications will be verified prior to interview and/or appointment. If you are meeting Minimum Qualifications with education, you should include your unofficial transcripts/diploma for verification. Official transcripts may be required upon appointment. If it is determined an applicant does not meet the Minimum Qualifications, the candidate will be withheld from the eligibility list, rendering them inactive and ineligible to be hired for the position. Candidates who have been withheld may file an appeal with the State Personnel Board.

Applicants who completed their education outside of the US (with foreign degrees/transcripts) must obtain and submit verification of U.S. course/degree equivalency. Foreign education credential evaluation services can be found at

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.

CDCR/CCHCS utilizes E-Verify to confirm candidate’s identity and employment authorization.

For more information about E-Verify, you may go to .

This advertisement may be used for other vacancies that occur during the life of this recruitment.

Desirable Qualifications

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.

Benefits

Benefit information can be found on the California Department of Human Resources (CalHR) website, , and the CalPERS website, .

Information on benefits afforded by membership in the California Public Employees’ Retirement System can be found on the CalHR Salary and Benefits website at .

Information on the benefits and protections provided to public employees by the State Civil Service Act can be found on the CalHR website at .

This webpage is intended to provide general information. Benefit eligibility may be based on job classification, bargaining unit, time base and length of appointment.

Statement of Qualifications

Please submit a statement of qualifications (SOQ) in addition to the standard state application. A notation or reference to other materials such as resume, or application cannot be a substitute for the SOQ. The SOQ also serves as documentation of each candidate's ability to present information clearly and concisely in writing. Your response to the question 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 question below:

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

The following links can be used to guide you to complete the Statement of Qualification (SOQ) and Resume if you require assistance:

Required Application Package Documents

The following items are required to be submitted with your application. Applicants who do not submit the required items timely may not be considered for this job:

• Current version of the State Examination/Employment Application STD Form 678 (when not applying electronically), or the Electronic State Employment Application through your Applicant Account at All Experience and Education relating to the Minimum Qualifications listed on the Classification Specification should be included to demonstrate how you meet the Minimum Qualifications for the position.
• Resume is required and must be included.
• Statement of Qualifications -

  Please submit a Statement of Qualifications with your Employment Application (). Resumes, cover letters, and other documents will not be considered as a response to the Statement of Qualifications. Please refer to the “Statement of Qualifications” section below for specific requirements.