What are the responsibilities and job description for the System Support Analyst position at Shasta County?
ABOUT THE POSITION
Under general supervision, the System Support Analyst serves as the main resource person for users of a statewide automated system and related systems which support public assistance and / or child welfare services; answers user questions; analyzes, investigates, and resolves computer-related problems; improves and modifies systems; provides training and instruction; coordinates with the state central help desk; and performs related work as required.
DISTINGUISHING CHARACTERISTICS
The System Support Analyst is a full journey level classification. Incumbents are required to apply extensive knowledge of multiple public assistance and / or child welfare programs, automated public assistance and / or child welfare systems, computer hardware equipment and software applications. The System Support Analyst may provide functional direction to eligibility or social services staff and fiscal staff for duties related to the help desk function.
Supervision Exercised and Received :
The System Support Analyst receives supervision from a higher-level supervisor or manager. The System Support Analyst may provide functional direction to eligibility, social services, fiscal, or other staff for duties related to the help desk function.
IDEAL CANDIDATE
The ideal candidate should have experience working in and navigating the CalSAWS and MEDS systems. Knowledge of various Microsoft applications such as Word, Excel, PowerPoint, One Note and Outlook as they’re used for daily tasks. Ability to multi-task, be innovative, and be a team player by providing support within the MEDS Unit where needed. The ability to communicate professionally, provide excellent customer service, and work both independently and as a team. Some knowledge of administrative duties and basic office equipment maintenance is helpful.
EXAMPLES OF ESSENTIAL DUTIES
Duties may include, but are not limited to, the following : Acts as a resource person for users by answering questions and resolving problems related to the use, application, and operation of a statewide automated system which supports public assistance or child welfare programs; diagnoses problems to determine if the cause is due to system, software, hardware, or other sources, and corrects problem and operational procedures or refers more difficult problems to appropriate personnel or vendors; troubleshoots and corrects problems with peripheral equipment such as printers and print servers; researches regulations, procedures and / or technical reference materials as necessary; reviews upcoming changes to programs, regulations or system (all County Letters, Management Change Requests), identifies impact on and necessary changes to the statewide automated system and provides recommendations; troubleshoots case problems and reviews change requests from staff, applies rules and regulations, determines if a change to the statewide automated system is required and provides recommendations; develops workarounds when necessary; analyzes mainframe data for system problems, and researches problems to identify appropriate action to take; meets with management, supervisory staff, and other staff regarding systems usage, improvements, modifications, maintenance, and training needs for workers; works with computer support personnel in identifying problems with the system, programs, PC's, or printers; works with programmers, computer vendors, and computer personnel to improve the effectiveness of the system; coordinates with the state central help desk personnel to resolve problems; documents and tracks system problems and writes reports on issues; stays abreast of the statewide automated system procedures, and prepares on-line bulletins to inform users of changes or additions. Writes or assists in writing and revising procedures, instructional materials and staff development tools for systems-related training; develops system training material for users, or recommends outside contractors to provide training; attends meetings and represents department at meetings with other departments and agencies for information sharing, system improvements and implementation of changes; develops and produces ad-hoc reports from the automated system in response to requests from departmental personnel; creates spreadsheets, templates, and / or forms to assist users; authorizes system access to new users, assigns users a profile and password; relocates computer equipment and printers; maintains and installs personal computer software, such as word processing, email, spreadsheet, anti-virus software and provides training; confers with staff regarding system hardware and / or software needs, conducts research, recommends purchases, and completes necessary paperwork; performs quality review of staff cases to ensure compliance with regulations and / or full system utilization; performs related duties as assigned.
QUALIFICATIONS
It is the responsibility of applicants to identify in their application materials how they meet the minimum qualifications listed below.
Knowledge of : Departmental goals and program objectives; statewide automated systems from a user perspective and general application; terminology relating to computer software, hardware, and peripheral equipment; methods of system diagnostics, error research and trouble-shooting; training methods and techniques. Public Assistance Services Option (In addition to the general KAs); legislation, regulations, and procedures related to multiple public assistance programs and related case administration techniques; work methods and techniques employed by eligibility staff, including documentation and reporting requirements; statewide automated systems which support public assistance programs from a user perspective and general application; Child Welfare Services Option (in addition to the general employment standards); legislation, regulations, and procedures related to multiple child welfare programs and related case administration techniques; work methods and techniques employed by social services staff, including documentation and reporting requirements; statewide automated systems which support child welfare programs from a user perspective and general application.
Ability to : Evaluate and interpret automated information systems from a user perspective; identify, evaluate and research operational problems, make independent judgments and implement changes; troubleshoot system, hardware and software problems; gather information and analyze data to establish or identify needs and make recommendations for improvement. Ability to interpret and evaluate program effectiveness; draw logical conclusions and make appropriate recommendations; understand, interpret and apply rules, regulations, ordinances and legislation; stay abreast of new program regulations and legislation; and determine the impact of regulatory change on local operations and systems; maintain records, document actions, prepare narratives and related reports; read and comprehend written material on a wide variety of technical subjects; organize, prioritize, schedule and coordinate work flow to meet production deadlines. Establish and maintain effective working relationships with all persons contacted during the course of work; maintain confidentiality of information. Communicate effectively orally and in writing.
MINIMUM QUALIFICATIONS
The Minimum qualifications for the position are with two (2) years of experience that has included the use of a statewide automated system and related systems, which support either public assistance or child welfare programs (depending on option recruited for). This experience must have provided the applicant with broad knowledge of the relevant programs and statewide automated system; and computer related education, training, or experience that provided knowledge of an operating system such as Windows and a major software application.
SPECIAL REQUIREMENTS
- Some positions may require the ability to lift up to 40 lbs.
SUPPLEMENTAL QUESTIONS
Responses to the following must be submitted with a completed application.
PHYSICAL DEMANDS AND WORK ENVIRONMENT
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle or feel objects, tools, or controls; and talk or hear. The employee occasionally is required to stand; walk; reach with hands and arms; and stoop, kneel, crouch, or crawl.
The employee must occasionally lift and / or move up to twenty-five (25) pounds. Specific vision abilities required by this job include close vision and color vision.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee occasionally works in outside weather conditions.
The noise level in the work environment is usually moderate.
OTHER CONSIDERATIONS
APPLICATION AND SELECTION PROCEDURES
Shasta County Personnel will accept applications and responses to the supplemental questions until 12 : 00 p.m., on March 14, 2025. A Resume and / or Cover Letter will be accepted in addition to the application form but will not serve as a substitute for a completed application. It is not acceptable to complete the application with statements such as, “Refer to Resume and / or Cover Letter,” or “See Attached Resume and / or Cover Letter” the employment application must be completed in its entirety prior to submission. Incomplete applications will not be processed. Closing date postmarks or faxes will NOT be accepted. This recruitment will establish a list that may or may not be used by other departments. Prior applicants must reapply to be considered.
Applicants will be screened and those considered best qualified will be invited to appear for an oral and / or written examination. Meeting the announced requirements does not guarantee inclusion into the selection process. Depending upon the number of applications received, the selection process may consist of additional application screening, written and / or practical exam(s), oral interview, or any combination thereof.
Veterans' Credit : Veterans (as defined by California Government Code section 18973) who have been discharged from military service under conditions other than dishonorable and who receive a passing score on all components of the employment examinations (up to and including oral examinations) shall receive credit for an additional five points to be added to their final examination score. To be considered for this credit, a veteran MUST provide a copy of his or her discharge document (DD-214 or equivalent) and information as to the type of discharge (honorable, dishonorable, etc.) WITH THE EMPLOYMENT APPLICATION ON OR BEFORE THE FINAL FILING DATE.
Applicants are encouraged to apply on-line at www.ShastaCountyCareers.com or submit an application to the Shasta County Personnel Office.
Arrangements may be made to accommodate applicants with disabilities. Requests for accommodations may be made to the Shasta County Personnel Office by the filing deadline posted on this bulletin. Shasta County does not discriminate on the basis of disability. If you feel you are being denied service based on a disability, our ADA Coordinator may be reached at (530) 225-5515; relay service (800) 735-2922; fax (530) 225-5345.
Shasta County will consider qualified applicants with a criminal history pursuant to the California Fair Chance Act. You do not need to disclose your criminal history or participate in a background check until a conditional job offer is made to you. After making a conditional offer and running a background check, if Shasta County is concerned about a conviction that is directly related to the job, you will be given the chance to explain the circumstances surrounding the conviction, provide mitigating evidence, or challenge the accuracy of the background report. Find out more about the Fair Chance Act by visiting calcivilrights.ca.gov / fair-chance-act.
SHASTA COUNTY IS AN EQUAL OPPORTUNITY EMPLOYER
Salary : $48,252 - $61,584
