Overview
About this Role
All California Department of Public Health (CDPH) employees perform work that is of the utmost importance, where each employee is important in supporting and promoting an environment of equity, diversity, and inclusivity, essential to the delivery of the department’s mission. All employees are valued and should understand that their contributions and the contributions of their team members derive from different cultures, backgrounds, and life experiences, supporting innovations in public health services and programs for California.
Job Summary
This position supports the California Department of Public Health’s (CDPH) mission and strategic plan by creating customer-focused solutions that are responsive and agile, supporting a modern infrastructure, tools, architecture, and standards to effectively provide efficient services following service-level agreements. The Information Technology Services Division (ITSD) leverages data and technology to create sustainability across CDPH by creating efficient solutions that meet customer expectations and reduce waste, as well as creating innovative solutions, strengthening partnerships and collaborations, and embracing technology.
Key Responsibilities
35% Answers information technology (IT) Help Desk calls and provides operational support to CDPH’s most visible and mission critical application and database systems, MIS systems, web portals, SharePoint sites, Emergency Notification System (ENS), and Virtual Contact Center call tree management software. Assists other IT staff to maintain statewide network connectivity between remote sites including, but not limited to, California Department of Technology (CDT) and local agency administrative locations, program office, and vendor sites. Performs extensive probing and root-cause analysis to determine the source and scope of complex problems. Provides technical support and assists troubleshooting TCP/IP hardware, routers (including IP addressing, ACL, and NAT pool configuration), LAN/WAN/SD-WAN connectivity, CGEN networks, and thin client workstations to answer and solve IT problems and issues from local agency and WIC authorized retailer users. Works with local agencies in resolving IT problems and system outages. Provides regular status updates and feedback on help tickets and notifies users about system availability or issues. Resolves incidents and problems efficiently, recognizes customers’ technical competency levels and adapts the solutions approach accordingly. Consults and collaborates with other IT sections or state agency staff, as needed, to solve problems or if necessary, escalates the problem to the appropriate entity for resolution within required timeframes.
25% Performs well-defined tasks requiring occasional innovative problem-solving within technology governance and process-improvement guidelines. Develops and updates ITSD controls to ensure the availability of systems and databases; enhances and maintains IT software solutions; and gathers, documents, and reviews system requirements and specifications aligning with technological modernization strategies in support of CDPH programs.
15% Works with all areas of IT and users to complete SDLC and/or project-related tasks, which may include identifying IT solutions and resolving implementation issues. Works with diverse technical and non-technical staff and management at local, state, and federal agencies. Acts as a liaison between business, CDT, vendors, and other stakeholders.
10% Assists users in testing activities as needed by training and/or troubleshooting. Develops test reports based on test results and works with the team to ensure all identified defects are documented in the ticketing tracking system and tracked until fixed and re-tested. Reviews test reports and project deliverables that include, but are not limited to, knowledge transfer from vendors/contractors to state staff as necessary, system maintenance manuals, database diagram, disaster recovery, and user manual guides, to ensure proper structure and adherence to departmental standards and system functional requirements.
10% Designs, develops, and maintains PHITSU training plans, user manuals, job aides, instructions, and procedures for systems users and state IT and Help Desk staff and other training material for systems and applications built and/or maintained by the Application Technology and Support Branch (ATSB) for stakeholders. Assists on a wide range of special projects to test, analyze, and evaluate new products, solutions, or enhancements and new IT services.
5% Performs other job-related duties as assigned.
Qualifications
All employees shall possess the general qualifications, as described in California Code of Regulations Title 2, Section 172, which include, but are not limited to integrity, honesty, dependability, thoroughness, accuracy, good judgment, initiative, resourcefulness, and the ability work cooperatively with others.
Competencies – The competencies required for this position are found on the classification specification for the classification noted above. Classification specifications are located on the California Department of Human Resource’s Job Descriptions webpage.
Conflict of Interest (COI)
Background Check and/or Fingerprinting Clearance
Medical Clearance
Travel: Occasional (less than 5%) to CDPH remote offices.
Bilingual: Pass a State written and/or verbal proficiency exam in
License/Certification:
Other: Occasionally work after hours.
About California Department of Public Health (CDPH)
CDPH works to protect the public's health in the Golden State and helps shape positive health outcomes for individuals, families and communities. The Department's programs and services, implemented in collaboration with local health departments and state, federal and private partners, touch the lives of every Californian and visitor to the state 24 hours a day, 7 days a week.
Our Shared Vision
CDPH public health professionals, researchers, scientists, doctors, nurses, and other staff members have a shared vision to protect and improve the health of all Californians. We are dedicated to public service and passionate about our work and the people and communities we serve and protect.
Diversity Statement
At CDPH, equity, diversity, and inclusion are at the core of our mission to advance the health and well-being of California’s diverse people and communities. We are genuinely and strongly committed to cultivating and preserving a culture of inclusion and connectedness where we can grow and learn together with a diverse team of employees. In recruiting for team members, we welcome the unique contributions that you can bring to us and the work we do.
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