1092 IT Operations Support Admin II

Recruitment #PBT-1092-108183

Introduction

This is Position Based Test conducted in accordance with Civil Service Rule 111A

Applicants are encouraged to apply as soon as possible as this announcement may close at any time after 5:00 p.m. on Monday, April 12th , 2021.

The Department of Technology is the centralized technology services provider within San Francisco City & County government, delivering technology infrastructure and services approximately 33,000 employees and 800,000 residents. The department has an annual operating budget of over $130M and contains over 260 employees. Core service areas include: Infrastructure and Operations, Technology Security, Service Delivery & Management, Enterprise Applications, Project Management Office, Public Safety Systems & Wiring, Technology Administration, Policy & Governance and IT Public Communications.

If you are interested in a position where your leadership, expertise problem solving is valued, please consider joining DT. We are passionate about public service and contribute a diverse range of perspectives and ideas for improved technology services. Join us as we solve exciting challenge and push the boundaries of what technology can do for San Francisco's 33,000+ City employees and 800,000+ residents.

The Service Desk Support Analyst will provide first level support for FSP users, vendors and retirees; desktop, network, software and email support to customers, perform Active Directory administration support duties, resolve, monitor, track and refer problems and requests to the proper division; escalate problems as necessary to ensure resolution; follow up on open tickets and requests for final resolution, keeps customers informed and updated on the status of problems and requests; define and document Service Desk solutions operating processes and procedures in SharePoint; inform management and clients of severe problems; work with local site administrators to resolve problems and implement service requests. Follow up on open trouble tickets and request for final resolution; provide professional, courteous and outstanding customer service on a daily basis to all customers .

Example of important and essential functions:

  • Provide superior service by engaging excellent interpersonal, communication and telephone handling skills so you can guide users on how to monitor, operate, and enhance moderately complex computers with different and distinct platforms that may include mainframes, mid-range server systems, desktop computers, mobile devices, and communications systems to ensure proper functioning and recommend solutions to correct malfunctions;
  • Install and configure computer and/or telecommunications hardware and software; coordinate and schedule hardware repairs; perform routine equipment maintenance; repair and modify various computer and communications systems and related equipment; create user groups and individual accounts escalate tickets to Tier II support if a request cant be resolved at the Tier I level.
  • Resolve issues at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications; maintain and document scripts and procedures used to enhance existing desktop computer function;
  • Communicate technical information, both verbal and written to a wide range of end-users and provide problem determination and technical assistance to users; escalate and coordinate problem resolution activities; perform help desk function;
  • Administer remote logons system securities, data transfer and other remove activities;
  • Keep customers informed and updated on the status of problems and requests; includes following up on open trouble tickets and requesting final resolution;
  • Provide troubleshooting support for a wide variety of applications, Microsoft Office 365, Mobile Devices, Active Directory, Windows 10 and Teams and engage escalation support processes in a timely fashion using sound judgment and self-initiative;
  • Support the team; be collaborative; seek and share knowledge among colleagues;
  • Ensure the accuracy of computer reports and data integrity.

Work Location: Incumbent will conduct the majority of work at the Department of Technology, located at One South Van Ness Avenue, 2nd floor. However, there may be situations where the incumbent will be required to work at other sites throughout the City of San Francisco as necessary.

Nature of Work: Candidate must be willing to work 40-hour week as determined by the department, on-call support and occasional weekend work is required.

Minimum Qualifications

Education:
Requires an Associate's Degree in computer science or a closely related field from an accredited college or university OR its equivalent in terms of total course credits/units [i.e., at least sixty (60) semester or ninety (90) quarter credits/units with a minimum of twenty (20) semester or thirty (30) quarter credits/units in computer science or a closely-related field].

Experience:
One (1) year of experience performing analysis, installation and technical support in a network environment.

Substitution:
Additional experience as described above may be substituted for the required degree on a year-for-year basis (up to a maximum of two (2) years). One (1) year is equivalent to thirty (30) semester units / forty-five (45) quarter units with a minimum of 10 semester / 15 quarter units in computer science or a closely related field.

Desired Qualifications:

  • Excellent customer service skills
  • Strong written oral and listening skills
  • Strong communication and problem solving skills
  • Demonstrate ability to interact with customers over the telephone and in-person in a pleasant courteous manner
  • Ability to work independently with minimal supervision

Notes:

1] A valid out of state driver's license is acceptable during the application process. A valid California driver's license must be obtained prior to appointment and maintained throughout employment.

2] One year of full-time employment is equivalent to 2000 hours. (2000 hours of qualifying work experience is based on a 40 hours work week.) Any overtime hours that you work above forty (40) hours per week are not included in the calculation to determine full-time employment.

3] Applicants must meet the minimum qualification requirement by the final filing date unless otherwise noted.

4] Falsifying one’s education, training, or work experience or attempted deception on the application may result in disqualification for this and future job opportunities with the City and County of San Francisco.

5] Make sure your application and any attachments to the application submitted at the time of filing are complete and accurate and include details on all experience, education, training and other information that qualifies you for these recruitments. Failure to submit a complete and accurate application at the time of filing may result in your ineligibility for this recruitment or inability to receive full credit for scoring purposes. Any new information concerning work experience, education, training and other information that is submitted after the filing may not be used for scoring or considered to determine whether you meet the minimum qualifications.

5] Employees for the City and County of San Francisco may submit performance evaluations showing duties performed to verify qualifying City experience. City employees will receive credit for the duties of the class to which appointed. Credit for experience obtained outside of the employee's class will be allowed only if recorded in accordance with the provisions of Civil Service Commission Rules.

6] Security Clearances & Background Investigations: Positions in this classification may require that successful candidates who become eligible for appointment may be required to go through a background investigation to determine the candidate's suitability for employment in this classification. Factors considered in the investigation may include employment history, use of illegal/controlled substances. Reasons for rejection based on this investigation may include, but not limited to applicable convictions, repeated or serious violations of the law, inability to accept supervision, inability to follow rules and regulations, falsification of application materials and/or other relevant factors. Failure to obtain and maintain security clearance may be basis for termination.

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How To Apply

Applications for City and County of San Francisco jobs are only accepted through an online process. Visit www.jobaps.com/sf to register an account (if you have not already done so) and begin the application process.

• Select the desired job announcement
• Select “Apply” and read and acknowledge the information
• Select either “I am a New User” if you have not previously registered, or
•“I have Registered Previously” Follow instructions on the screen

In line with the Official Public Health Order to slow the spread of COVID-19, “shelter-in-place” has been issued for all San Francisco residents that is expected to be in effect until further notice. As a result, Department of Human Resources (DHR)’s office (located at 1 South Van Ness Avenue, 4th Floor, San Francisco, CA 94103) is currently closed to the general public. If you have any questions, please feel free to email the Human Resources Analyst listed on this announcement.

Applicants may be contacted by email about this announcement and, therefore, it is their responsibility to ensure that their registered email address is accurate and kept up-to-date.

Resumes are NOT verification documents.

Also, applicants must ensure that email from CCSF is not blocked on their computer by a spam filter. To prevent blocking, applicants should set up their email to accept CCSF mail from the following addresses (@sfgov.org, @sfdpw.org, @sfport.com, @flysfo.com, @sfwater.org, @sfdph.org, @asianart.org, @sfmta.com, @sfpl.org, @dcyf.org, @first5sf.org).

Applicants will receive a confirmation email that their online application has been received in response to every announcement for which they file. Applicants should retain this confirmation email for their records. Failure to receive this email means that the online application was not submitted or received.

You can also watch this video for further assistance with our online application system: click here

All work experience, education, training and other information substantiating how you meet the minimum qualifications MUST be included on your application by the filing deadline. Information submitted after the filing deadline will not be considered in determining whether you meet the minimum qualifications.

Applications completed improperly may be cause for ineligibility, disqualification or may lead to lower scores. If you have any questions regarding this recruitment or application process, please contact the exam analyst, Aarti Lata, at (628) 652-5205 or via email to: Aarti.Lata@sfgov.org

Verification: Applicants may be required to submit verification of qualifying education and experience at any point during the recruitment and selection process. If education verification is required, information on how to verify education requirements, including verifying foreign education credits or degree equivalency, can be found at click here

Verification of qualifying experience, when requested, must be documented on the employer's business letterhead and must include the name of the applicant, job title(s), dates of employment, description of job duties performed, and signature of the employer's authorized representative. Experience claimed in self-employment will only be accepted if supported by documents verifying income, earnings, business license and experience comparable to minimum qualifications above. Copies of tax papers or other documents listing occupation and total earnings must be submitted. Employees of the City and County of San Francisco may submit performance evaluations showing duties performed to verify qualifying City experience. City employees will receive credit for the duties of the class to which appointed. Credit for experience obtained outside of the employee's class will be allowed only if recorded in accordance with the provisions of Civil Service Commission Rules. Verification may be waived if impossible to obtain. The applicant must submit a signed statement explaining why verification cannot be obtained. Waiver requests will be considered on a case-by-case basis. Failure to provide the required verification, or request for waiver when requested may result in rejection of application.

Resumes will not be accepted in lieu of a completed City and County of San Francisco application.

Note: Falsifying one's education, training, or work experience or attempted deception on the application may result in disqualification for this and future job opportunities with the City and County of San Francisco. Make sure your application and any attachments to the application submitted at the time of filing are complete and accurate and include details on all experience, education, training and other information that qualifies you for this recruitment. Failure to submit a complete and accurate application at the time of filing may result in your ineligibility for this recruitment or inability to receive full credit for scoring purposes. Any new information concerning work experience, education, training and other information that is submitted after the filing deadline may not be used for scoring or considered to determine whether you meet the minimum qualifications.

Selection Procedures

Minimum Qualification Supplemental Questionnaire (MQSQ: Qualifying)

Applicants will be prompted to complete a supplemental questionnaire as part of the online employment application. It is essential that applicants provide complete information in identifying their education, experience, training and/or licensure, consistent with the information provided on their application. The supplemental questionnaire will be used to evaluate whether applicants meet the minimum qualifications for this position. Applicants must also complete the official application. The information in the supplemental questionnaire will not be scored and is collected for informational purposes.

Supplemental Questionnaire Evaluation: (Weight: 100%)

Applicants who meet the minimum qualifications will be emailed supplemental questionnaire examination questions to determine their knowledge, skills and abilities in job related areas for the 1092 classification which may include, but not limited to: Knowledge of on-site broad bases technical, operational and analytical problem-solving support; installation, maintenance expansion and upgrading of software, hardware, desktops, mobile devices, peripherals; common operating systems; Knowledge of information technology methods and procedures; training techniques; Ability to communication effectively orally and writing; Ability to establish and maintain effective working relationships; Ability to escalate problems using Service Now platform as necessary to ensure resolution to the problem; Ability to perform support duties using Active Directory Application; Knowledge of reading and understanding professional journals and literature; Ability to inform management and clients using phone, email service now ticket of severe problems; Ability to work with local site administrators to resolve problems and implement service requests; Ability to write incident report after resolving problems and save the incident report in teams; knowledge of resolving, monitoring, tracking, referring problems, and requesting to the proper division; knowledge of in providing first level network, desktop, software and email support to customers; Ability to use logic and analysis to solve computer and system problems; Ability to provide professional, courteous and outstanding customer service on daily basis to all customers; Ability to apply new technologies and system changes.

Certification: The certification rule for the eligible list resulting from this examination will be Rule of Ten Scores. Additional selection processes may be conducted by the hiring department prior to making final hiring decisions.

Date of Written: Only those applicants who meet the minimum qualifications will receive via email Supplemental Questionnaire (SQ) to complete and submit. The Supplemental Questionnaire will be emailed to the email address listed on the candidate's online job application. Candidates will be required to respond to the SQ in the time frame indicated and must submit the completed questionnaire as directed in order to have it evaluated. Responses cannot be cannot be changed once submitted. Candidates will be evaluated based on their SQ responses.

The supplemental questionnaire must be complete and accurate. All relevant experience, education, and/or training must be on the supplemental questionnaire in order to be reviewed in the rating process. All statements made on the application and supplemental questionnaire are subject to verification at any time and must be consistent.

Eligible List: A confidential eligible list of applicant names that have passed the civil service examination process will be created, and used for certification purposes only. An examination score report will be established, so applicants can view the ranks, final scores and number of eligible candidates. Applicant information, including names of applicants on the eligible list, shall not be made public unless required by law. However, an eligible list shall be made available for public inspection, upon request, once the eligible list is exhausted or expired and referrals resolved. The eligible list/score report resulting from this civil service examination process is subject to change after adoption (e.g., as a result of appeals), as directed by the Human Resources Director or the Civil Service Commission.

The duration of the eligible list resulting from this examination process will be of 6 months and may be extended with the approval of the Human Resources Director. Upon approval of the Human Resource Director (see Civil Service Rule 111A.26.5), the eligible list/score report resulting from this announcement may be used by other departments that also use this classification or a similar classification. To find other Departments which use this classification, please see click here.

Notes:

1] Applicants who meet the minimum qualifications are not guaranteed to advance through all of the steps in the selection process.

2] Candidates must achieve a passing score on the supplemental questionnaire examination in order to be ranked on the eligible list.

Conviction History

As a selected candidate for a job, you will be fingerprinted, and your fingerprints will be sent to the California Department of Justice (DOJ) and the Federal Bureau of Investigation (FBI). The resulting report of your conviction history (if any) will be used to determine whether the nature of your conviction (or arrest, in limited circumstances) conflicts with the specific duties and responsibilities of the job for which you are a selected candidate. If a conflict exists, you will be asked to present any evidence of rehabilitation that may mitigate the conflict, except when federal or state regulations bar employment in specific circumstances, such as:

  • Candidates for positions with the Unified School District and the Community College District may be disqualified from consideration should their conviction history not meet the standards established under the California Education Code.
  • Candidates for positions with the Recreation and Park Department may be disqualified from consideration should their conviction history not meet the standards established under California Public Resources Code 5164.

Having a conviction history does not automatically preclude you from a job with the City.

If you are a selected candidate, the hiring department will contact you to schedule a fingerprinting appointment.

Disaster Service Workers

All City and County of San Francisco employees are designated Disaster Service Workers through state and local law (California Government Code Section 3100-3109). Employment with the City requires the affirmation of a loyalty oath to this effect. Employees are required to complete all Disaster Service Worker-related training as assigned, and to return to work as ordered in the event of an emergency.

Conclusion

Terms of Announcement:

Applicants must be guided solely by the provisions of this announcement, including requirements, time periods and other particulars, except when superseded by federal, state or local laws, rules or regulations. Clerical errors may be corrected by the posting the correction on the Department of Human Resources website at www.jobaps.com/sf. The terms of this announcement may be appealed under Civil Service Rule 111A.35.1. The standard for the review of such appeals is ‘abuse of discretion’ or ‘no rational basis’ for establishing the position description, the minimum qualifications and/or the certification rule. Appeals must include a written statement of the item(s) being contested and the specific reason(s) why the cited item(s) constitute(s) abuse of discretion by the Human Resources Director. Appeals must be submitted directly to the Executive Officer of the Civil Service Commission within five business days of the announcement issuance date.

Reasonable Accommodations Request: Applicants with disabilities who meet the minimum eligibility requirements for this job announcement can find information on requesting a reasonable ADA Accommodation at: click here

Veterans Preference: Information regarding requests for Veterans Preference can be found at: click here

Seniority Credit in Promotional Exams: Information regarding seniority credit can be found at: click here

General Information concerning City and County of San Francisco Employment Policies and Procedures: Important Employment Information for the City and County of San Francisco can be obtained at click here or hard copy at 1 South Van Ness Avenue, 4th Floor.

Copies of Application Documents: Applicants should keep copies of all documents submitted, as these will not be returned

Right to Work: All persons entering the City and County of San Francisco workforce are required to provide verification of authorization to work in the United States.

 

Exam Type: Combined Entrance and Promotive

Issued: 3/29/2021

Carol Isen Human Resources Director

Department of Human Resources

Recruitment ID: PBT-1092-108183

Office of City Administrator AL (628)652-5205

 

Benefits

All employees hired on or after January 10, 2009 will be required (pursuant to San Francisco Charter Section A8.432) to contribute 2% of pre-tax compensation to fund retiree healthcare. In addition, most employees are required to make a member contribution towards retirement, ranging from 7.5%-13.25% of compensation. For more information on these provisions, please contact the personnel office of the hiring agency.

For more information about benefits, please click here.


Click on a link below to apply for this position:

Fill out the Supplemental Questionnaire and Application NOW using the Internet.
View and print the Supplemental Questionnaire. This recruitment requires completion of a supplemental questionnaire. You may view and print the supplemental questionnaire here.

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