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Salary: $5,065.00 - $6,466.00
Posted: 07/11/2013

Job Description:
The California Department of Corrections and Rehabilitation (CDCR) is the first correctional agency in the nation to deploy a statewide Managed Access Solution in its efforts to increase public safety by combating the use of contraband cell phones by inmates inside the prisons. This Managed Access Solution (or as we refer to it-MAS) will implement a system to block all contraband cell phone signals within an institution-excepting authorized staff cell phones that are necessary to ensure the operations of the institution are not interrupted while maintaining the safety of inmates, staff and the public. The 8 Staff Information Systems Analyst (SISA) positions independently perform functions for the Division of Adult Institutions IT Field Support Unit at the assigned institutions (listed below) and participates in the implementation of the Inmate/Ward Telephone and Managed Access Unit duties at the institution. This position includes planning and implementing projects, contract management, studies and other work that directly relates to the MAS project, and customer field support activities as necessary. ABOUT Enterprise Information Services (EIS) and CDCR: Take the time to consider employment with EIS. We are a highly respected, professional and entrepreneurial IT organization that is recognized for quality customer service, technological innovation and leadership that:
• Provides consistent and timely information sharing
• Collaborates and cooperates with correctional internal and external business partners
• Provides reliable and secure core IT infrastructures
• Develops and implements quality business-driven applications Interested individuals should submit a STD 678, Examination and/or Employment Application to the address listed under “Contact Information”. Please indicate your eligibility and reference the position number/location in the “Job Title” section of the application. The STD. 678 can be accessed through the State Personnel Board’s website at Applications will be screened and only the most qualified candidates will be scheduled for an interview. Applications WILL NOT be accepted via e-mail. All hiring methods will be considered. **** 8 POSITIONS AVAILABLE AT THE FOLLOWING INSTITUTIONS (one at each institution)****:
Central California Women's Facility (CCWF ) - Chowchilla, CA - Madera County
Centinela State Prison (CEN) - Imperial, CA - Imperial County
Mule Creek State Prison (MCSP) - Ione, CA - Amador County
Pleasant Valley State Prison (PVSP) - Coalinga, CA - Fresno County
Folsom State Prison (FSP) - Represa, CA - Sacramento County
California State Prison, Los Angeles County (LAC) - Lancaster, CA - Los Angeles County
California Substance Abuse Treatment Facility (SATF) - Corcoran, CA - Kings County
Salinas Valley State Prison (SVSP) - Soledad, CA - Monterey County


Under the general supervision of the Senior Information Systems Analyst-Supervisor (Sr ISA-Sup) or the Data Processing Manager II (DPM II) in the Enterprise Information Services Division (EIS) of the California Department of Corrections and Rehabilitation (CDCR), the Staff Information Systems Analyst-Specialist (SISA), as their primary responsibility, will participate in and oversee onsite installation, inspection, and acceptance testing activities for the Managed Access System (MAS) project. Secondarily, the SISA will independently perform functions for the CDCR, Division of Adult Institutions (DAI) at the institution. The SISA will provide 1st and 2nd level desktop support which includes planning for, installing, relocating, modifying, troubleshooting, inventory tracking, surveying (surplusing) old equipment, and supporting all data processing equipment in a service area.

Knowledge: This position performs the duties at a journeyperson level and the incumbent is expected to demonstrate proficiency with respect to IT concepts, embrace the use of IT best practices, methods, principles and prescribed standards. The incumbent will demonstrate specialization in local system administration/operation, principles of two-way radio communication, design principles of radio equipment, components and systems, telephone, and cellular telephone systems and equipment, as well as an above average knowledge and ability to apply concepts relative to system, application and network components in designing, implementing and evaluating long term, complex information technology systems. The incumbent performs competently as a leader or as a team member in a multi-discipline team environment, as appropriate. The incumbent has knowledge of the state budgeting process, legislative and administrative procedures, procurement documents and procedures, licensing issues and the roles and responsibilities of oversight and regulatory agencies. The incumbent has the ability to network and interface effectively with external entities, technical personnel, and upper management. Knowledge and experience includes Microsoft’s current operating system platform including, but not limited to, systems security, Transport Control Protocol/Internet Protocol, CDCR’s Desktop Common Operating Environment (COE) - wide and local area networks - and computing environments from centralized to Client/Server.

In addition, the SISA has working knowledge of the following systems management software utilized at CDCR to support the Department’s desktops and infrastructure:
• Virus protection and EPolicy management console
• Workstation reimaging software and hardware (e.g. Symantec Ghost Software)
• Microsoft’s Active Directory
• Microsoft’s Operating Systems
• Blackberry Enterprise Management Console
• Remedy Action Request (client version)

Essential Functions: Within the scope of the Staff level IT assignments, the incumbent operates within a largely diverse technical environment but within a clear accountability framework and possesses the necessary general and technical competencies for the following:
• Travel to assigned field sites to check site installation activities.
• In conjunction with the MAS Technical Project Manager, manage the day-to-day onsite activities of the MAS Project deployment activities.
• Direct and participate in onsite Acceptance Testing activities.
• Coordinate site installation activities.
• Answer customer calls and document trouble tickets in the information technology tracking system.
• Generate service disruptions reports to monitor workload and priorities.
• Send out notifications to the users regarding interruption, disruptions, and restoration of various services.
• Interpret and distribute IT work orders to appropriate servicing units.
• Provide remote workstation support to the network end users using a remote desktop support tool.
• Coordinate with EIS IT staff in restoring services that are managed centrally by EIS-HQ or OTECH.
• Create, review, and maintain help desk procedures utilized to support the various CDCR applications.
• Act in a lead capacity in fulfilling assigned project component tasks.

Guidelines: The SISA is responsible for establishing procedures, system policies, operations and reference materials for the services provided. The SISA must use his/her judgment to determine the scope and depth of guidelines for services under his/her responsibility. The SISA analyzes results and recommends changes.

Scope and Effect: Because of CDCR’s multiple systems and complex computing environment, the services provided at the Staff level affects a wide range of established activities, major activities of organizational concern, or the operation of other organizations. The scope of work is broad, commensurate with the breadth and depth of general and technical competencies. Assignments involve multiple tasks, single significant functions, and multiple functions. The incumbents perform work where the service affects the work of many users or customers at many locations. Service level objectives are clearly defined. In absence of a Senior ISA (Sup) the SISA can be asked to act as a team lead and follow the chain of command to escalate issues as needed.

Complexity: The SISA will perform the more complex work in a wide variety of analytical and evaluative assignments, which will assist in the implementation, maintenance, and support of information technology systems. Responsibilities will include analyzing user needs, systems analysis, documentation, testing, evaluation, user support, and training. The incumbent may also prepare work plans, written reports, and presentations.

Personal Contact: The SISA is able to establish and maintain cooperative relationships with management, IT personnel, vendors, contractors, and all customer levels while processing service disruptions, service requests, or project-related matters. The SISA maintains a customer-friendly and professional attitude during contacts. SISA also prepares information to EIS management for their review and approval. SISA is expected to communicate effectively, both orally and in writing with peers, clients, and customers.

Purpose of Contacts: The SISA is familiar with customer business program areas, practices, and IT service requirements. The SISA must determine appropriate resources when responding to customers and value differing viewpoints, goals, or objectives. The SISA possesses the ability to follow procedures and work effectively in a team environment with individuals or groups. The duties of the SISA include, but are not limited to the following:

50% Problem Disruption and Resolutions
• Check radio frequencies and assist in identifying interference problems.
• Provide technical expertise in the consideration of equipment and system needs and concerns.
• Respond to complex customer information technology requests received via telephone, application work orders, and e-mail or escalated by 1st or 2nd level staff.
• Support customers experiencing hardware, software, and network problems of moderate complexity.
• Monitor network devices using network monitoring tools to identify possible outages.
• Assist team in root cause analysis to implement or recommend implementation of solutions to customer reporting production problems.
• Make recommendations regarding incident control/problem management process improvements based on analysis of current process and service delivery targets.
• Answer customer calls requesting new services and direct work orders to appropriate servicing unit for resolution. Verify customer satisfaction and completion of service request then close the tracking record.
• Communicate with EIS technical staff to escalate technical issues and work effectively with all levels of EIS staff including external service providers such as SCO & DOJ.

25% Documentation and Reporting
• Maintain logs and prepare reports.
• Develop, revise, and post desk procedures and manuals.
• Develop work plans and proposals. Provide status reports and workload data to management as requested.
• Prepare ad-hoc reports.

10% Leadership Responsibilities
• Exercise independent authority and responsibility for an assigned program area.
• Act as a project lead, make presentations, train new employees, coordinate work assignments, and innovate new ideas for quality customer support.
• Lead the Audits of all systems for accuracy and approved usage of the computers.

10% Other IT program support duties as required.
• Participate in project team and other program area meetings to assess customer needs and program requirements.
• Provide assistance to co-workers and contractors in specific situations.

5% Training
• Attend training and read publications to remain current in electronic technology.
• Participate in formal and informal training programs to strengthen analytical skills and enhance knowledge of software tools and packages which would prove beneficial to end-users.

Note: Overtime, traveling, and lifting of equipment up-to 50 pounds using the approved lifting procedures is required in this position.

All hires are subject to hiring freeze and/or budget approval

Additional Information:

Working Title Position Number
Location County
Staff Information Systems Analyst (Specialist) Multiple
Timebase Tenure
Full Time Permanent   month(s)
Final Filing Date: Department Link:
Until Filled None Specified
Contact Unit/Address Contact Name/Phone
Enterprise Information Services
1940 Birkmont Dr
Rancho Cordova, CA 95742
Patrice Betancur

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