Business Technical Support Analyst 2

About the role

The incumbent is responsible for a variety of recurring, well-defined tasks requiring occasional innovative problem-solving; provides full life cycle of end user device solutions including evaluation, configuration, provisioning, training, security, tracking and support for an end user computing environment. The incumbent provides first-level Information Technology (IT) support to all programs on the Richmond Laboratory Campus (RLC) of the CDPH, which includes overall installation, maintenance, and administration of IT resources in support of a centralized IT environment. The incumbent serves as a first-level general personal computer technical support specialist supporting all CDPH employees, which may include both state and contract staff. Is responsible for diagnosing and resolving hardware, software, and connectivity issues, assists in the support of the day-to-day operations and maintenance of all IT hardware, software, and peripherals.

Key Responsibilities

• Technical Support (60%): Provide first-level IT support to all programs on the Richmond Laboratory Campus, including installation, maintenance, and administration of IT resources; serve as first-level general PC technical support specialist for all CDPH employees; diagnose and resolve hardware, software, and connectivity issues; support day-to-day operations and maintenance of all IT hardware, software, and peripherals.
• Technical Assistance (20%): Assist in support of day-to-day operations and maintenance of IT resources.
• Equipment Handling (10%): Handle equipment as part of end user device lifecycle management.
• Equipment Shipment (10%): Manage equipment shipment processes.

Minimum Qualifications

• Bachelor's degree in information technology, data science, computer science, data management related field, or equivalent experience.
• At least two (2) years of general information technology experience performing technical, analytical, or support tasks for computer and networking.
• Knowledge and skills to install information technology hardware and software systems on various devices, including network servers and peripheral devices.
• Skills to troubleshoot and make recommendations on information technology software and hardware systems, including network servers and peripheral devices.
• Excellent communication skills, both written and oral, to convey and present technical information to multiple levels of stakeholders, including non-technical audiences.
• Skills with use of Microsoft software products such as Outlook, Word, PowerPoint, Excel and Teams.
• Ability to create training materials, videos and web presentations for various levels of users.

Preferred Qualifications

• Experience in public health and/or public health data and information technology systems.
• Experience with Microsoft, Active Directory, Azure, Citrix, Adobe, and two factor authentication.
• Experience with working in a laboratory/team environment using a ticketing system in a fast-paced environment.
• Experience working for or with governmental organizations.
• Skills to effectively communicate the capabilities and limitations of information systems, along with the ability to explain decisions, services or programs.
• Ability to make informed, sound judgment in selecting the ideal system method and techniques while consulting and troubleshooting with customers/users.
• Ability to apply public health laws, regulations, and policies specific to the data system.
• Ability to balance multiple competing programs demands.
• Ability to use relevant information and individual judgment to determine whether events or processes comply with policies and procedures.
• Ability to quickly learn new terminology.
• Ability to contribute as a strong member of a self-directed work team.
• Ability to develop constructive and cooperative working relationships with others and maintain them over time.

Department Overview

The position is funded by the California Department of Public Health through (CDPH) an inter-agency agreement with University of California, Davis (UCD). The position reports to the UCD Department of Public Health Sciences. The Department of Public Health Sciences is a large, complex teaching, research, and clinical department in the UC Davis School of Medicine. The mission of the Department of Public Health Sciences is to improve the health of people using approaches based in epidemiology, biostatistics, economics, and behavioral science through research, educational programs, clinical programs, public service, and policy development.

This position supports the mission of the Laboratory Data Exchange (LDX) contract to support the system expansion, which aims to enhance data interoperability between the Public Health Laboratories (PHLs) and the CDPH state laboratories. Under the supervision of UC Davis, and the general direction of the Center for Laboratory Sciences (CLS) Leadership and CAL-LIMS (Laboratory Information Management) Project Manager, the incumbent will focus on improving the efficiency and timeliness of specimen re-routing and enhancing data quality for public health surveillance.

The California Department of Public Health (CDPH) established the Center for Laboratory Sciences (CLS) in January 2023 to unify infectious disease and environmental testing programs under one structure, improving collaboration and capabilities statewide. During the COVID-19 pandemic, CDPH and local Public Health Laboratories (PHLs) faced significant challenges due to fragmented Laboratory Information Management Systems (LIMS), lack of standardized HL7 interfaces, and manual data entry processes. These gaps hindered specimen rerouting, slowed accessioning, and limited emergency response capabilities. To address these issues, CDPH initiated the Laboratory Data Exchange (LDX) Expansion and Improvement Project. The Laboratory Data Exchange (LDX) project aims to enhance data interoperability between public health laboratories (PHLs) and the CDPH state lab, improving the efficiency and timeliness of specimen re-routing and enhancing data quality for public health surveillance.

Benefits

• High quality and low-cost medical plans to choose from to fit your family's needs
• UC pays for Dental and Vision insurance premiums for you and your family
• Extensive leave benefits including Pregnancy and Parental Leave, Family & Medical Leave
• Paid Holidays annually as stipulated in the UC Davis Health Policies or Collective Bargaining Agreement
• Paid Time Off/Vacation/Sick Time as stipulated in the UC Davis Health Policies or Collective Bargaining Agreement
• Continuing Education (CE) allowance and Education Reimbursement Program as stipulated in the UC Davis Health Policies or Collective Bargaining Agreement
• Access to free professional development courses and learning opportunities for personal and professional growth
• WorkLife and Wellness programs and resources
• On-site Employee Assistance Program including access to free mental health services
• Supplemental insurance offered including additional life, short/long term disability, pet insurance and legal coverage
• Public Service Loan Forgiveness (PSFL) Qualified Employer & Student Loan Repayment Assistance Program for qualified roles
• Retirement benefit options for eligible roles including Pension and other Retirement Saving Plans

Pay & Schedule

• Salary or Pay Range: $35.26 - $57.13 per hour
• Salary Grade: 159
• UC Job Title: BUS TCHL SUPP ANL 2 TX
• UC Job Code: 007359
• Percentage of Time: 100%
• Shift (Work Schedule): M-F, 8 hours
• Location: CDPH - Richmond (OTH010) – Richmond, CA
• Union Representation: TX-Technical Professionals
• Benefits Eligible: Yes
• Position Type: Staff: Career
• On-site Requirement: This position is 100% on-site