The purpose of this Supplemental Application is to describe your training and experience as they relate to the knowledge, skills, and abilities linked to the essential functions of the 1091 IT Operations Support Administrator I position.
The responses that you provide to this supplemental application should be consistent with the information on your application, and is subject to verification. The supplemental application will be used to determine candidates' score and rank on the eligible list. It is suggested that you review the questions before starting, prepare your narrative-style responses in a word processing document, and then paste them into the application.
1. Please describe a time when you provided customer service to a user in regards to a computer issue. What steps did you take to ensure the client’s issue was resolved and ensure the customer had an excellent customer service experience?
2. Please describe a time when you had to fix a user’s Internet connectivity issue. What steps did you take to ensure the client’s issue was resolved and what was the result?
3. Describe a time when you had to deal with a particularly difficult user. What steps did you take to handle the situation and what was the result?
4. The IT field is one that changes very rapidly. Describe a time when a new development was released in the IT field and the steps you took to ensure your skills stay current despite changing circumstances.
5. Describe a time when you had to service a request for IT support. What steps did you take and what did you log to ensure that all IT personnel could understand the service request? Please describe the entire process and include in your answer the tracking applications you used.
6. Describe an incident you had with fixing an end-user reporting that they are missing emails from their Inbox.
I hereby certify that I am the sole author of this supplemental application and that all information presented is true and based on my background, skills, and experience and is consistent with the information in my employment application. I understand that any false, incomplete, or incorrect statement may result in my disqualification or dismissal from employment with the Department of Technology and City and County of San Francisco. I also understand and agree that any information provided is subject to verification.
Department of Human Resources