1093 IT Operations Support Admn III

Recruitment #PBT-1093-099482

Introduction

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.

This is a Position Based Test administered in accordance with Civil Service Rule 111A.

The Department
San Francisco International Airport (SFO), an enterprise department of the City & County of San Francisco, has a workforce of approximately 1,700 City employees and strives to be a diverse, equitable, and inclusive employer.

SFO’s mission is to provide an exceptional airport in service to our communities and our core values are Safety and Security, Teamwork, Excellence, and Care. Learn more about careers at SFO.

For more information about SFO, visit www.flysfo.com. Follow us on twitter and facebook.

Position Description
Under the direction of 0941 Manager VI, Technology Support Manager, the IT Operations Support Administration III serves as a primary Help Desk technician responsible for providing outstanding customer service, technical phone support, documentation, configuration, installation and maintenance of desk and laptop computers and peripherals; mobile device configuration, service level reporting, technical problem resolution, problem escalation, technical project participation, and system monitoring.  The position is also responsible for maintaining a close working relationship with our business customers and business partners to drive resolution and advancing proactive efforts to improve customer satisfaction with technology services.

The essential functions of this position include:

  • Maintain appropriate technical knowledge required to resolve technical issues, relating to software applications, workstations, laptops, and printers.
  • Communicate with customers effectively in writing and verbally.
  • Ensure proper functioning of desktop and printing equipment.
  • Install and configure computer hardware and software.  Maintain equipment and software and keep it operational.
  • Perform help desk functions.  Respond to phone calls and e-mails related to problems involving all major computer applications, systems, workstations, and printers; provide technical and procedural assistance and recommend solutions to correct malfunctions.
  • Actively participate in ITT projects from a technical perspective.
  • Ensure accurate entry and routing of customer requests.
  • Participate in the administration of daily activities of staff including trouble ticket generation/resolution, equipment check-out/in and vendor relations.
  • Responsible for the configuration, implementation and support of Desktop computers used by security operations.
  • Document procedures used to resolve problems.
  • Participate in the administration of Help Desk staff training procedures, policies and knowledge base materials.
  • Responsible for the triage, escalation, and notification for technical issues.
  • Coordinate and/or performs hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications.
  • Participate in change management and disaster recovery processes.
  • Establish and enforce Help Desk service level agreements in consultation with customers to establish problem resolution expectations and timeframes
  • Mentor and train Help Desk team members to ensure that customer service standards are maintained.
  • Responsible for Active Directory updates.
  • Provide 1st Level Cyber Security Support
  • Work closely with various IS administrators/service technicians, both internal and external, to provide hardware and software support to systems throughout the Airport
  • Order and maintain all Cell phones, Smart phones and tablets.
  • Monitor technical support activities for computer systems and equipment to ensure proper functioning; communicate with users regarding resolution of problems, and continuously updates trouble tickets from Service Now
  • Prepare weekly reports on the Help Desk service level performance.
  • Analyze performance of Help Desk activities and document resolutions, identify problem areas, and devise and delivers solutions to enhance quality of service and to prevent future problems.
  • Track and analyze trends in Help Desk requests and generated statistical reports.
  • Lift and carry objects and equipment weighing up to 40 pounds.
  • Perform other duties as assigned.

Minimum Qualifications

Education
Possession of an associate 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
Three (3) years of experience performing analysis, installation and technical support in a network, computer or systems administration environment.

Substitution
Additional qualifying experience as described above may substitute for the required education on a year-for-year basis (up to a maximum of 2 years). Note: One year (2000 hours) of additional qualifying work experience will be considered equivalent to 30 semester units/45 quarter units. (2000 hours of qualifying work experience is based on a 40 hour work week.).

Additional Requirement:  In addition to meeting the minimum qualifications, this position requires sufficient strength and coordination of lifting, pushing, pulling and/or carrying the 35 Lbs. weight of computer systems equipment.  It also requires bending, stooping and/or crawling in order to install or repair computer systems hardware (TST029).

The above minimum qualifications reflect special conditions associated with the position(s) to be filled. They may differ from the standard minimum qualifications associated with this classification.

Desirable Qualifications
The stated desirable qualifications may be used to identify job finalists at the end of the selection process when candidates are referred to hiring.

  • 1 year of recent and verifiable experience supporting emergency operations.
  • 3 years of recent and verifiable experience providing 1st level Cyber Security support.

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

One year full-time employment is equivalent to 2,000 hours (2,000 hours of qualifying work experience is based on a 40 hour work week). Any overtime hours that you work above 40 hours per week are not included in the calculation to determine full-time employment.

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

Computers are available for the public (from 8:00 a.m. to 5:00 p.m. Monday through Friday) to file online applications at the Airport Commission Human Resources office at 710 N. McDonnell Road, 3rd Floor, San Francisco, CA 94128.

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. 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).

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.

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, Charlene Cun, by telephone at 650-821-2018, or by email at charlene.cun@flysfo.com.

Resumes may be attached to the application; however, resumes will not be accepted in lieu of a completed City and County of San Francisco application.

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 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 or 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 income 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.

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 (Weight: Qualifying)
Candidates will be prompted to complete a Supplemental Questionnaire as part of the online employment application. This Minimum Qualification Supplemental Questionnaire is designed to obtain specific information regarding an applicant's experience in relation to the Minimum Qualifications for this position. Applicants must also complete the official application. It is essential that applicants provide complete information in identifying their education, experience and training. The Minimum Qualification Supplemental Questionnaire will be used to evaluate if the applicant possesses the required minimum qualifications.

Training and Experience Evaluation (Weight: 100%)
Candidates will be prompted to complete the Supplemental Application that must be submitted during the online application process. Candidates will be evaluated on their relative knowledge, skill and ability levels in job-related areas, which may include but not limited to:  knowledge of on-site broad based technical, operational, analytical problem solving support; installation, maintenance, expansion and upgrading of software, hardware, networks and peripherals; knowledge of installation, maintenance, expansion and upgrading of software, hardware, networks and peripherals; knowledge of computer languages; and common operating systems and relational database systems; knowledge of interactive or macro-based applications; and data processing methods; knowledge of functional requirements, structured or procedures analysis; ability to work effectively as a member of a team; ability to communicate effectively orally and in writing; ability to use logic and analysis to solve computer and systems problems; ability to establish and maintain effective working relationships; and train others; ability to analyze data and information using established criteria, in order to determine consequences and to identify and select alternatives; ability to advise and provide interpretation to others on how to apply policies, procedures and standards to specific situations; ability to exercise decisiveness and creativity required in situations involving the evaluation of information against judgmental criteria; ability to design and implement local, wide area and communication networks; ability to read and understand professional journals and literature; and ability to prioritize competing requests for service. It is important that the information provided on the supplemental application be accurate and complete. All statements made on the application materials are subject to verification.

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

A passing score must be achieved on all examination components in order to be placed/ranked on the resulting Eligible List. Candidates will be placed on the eligible list in rank order according to their final score.

The department may utilize additional selection procedures to make a final hiring decision.  Candidate scores on this examination may also be applied to other announcements involving other titles, when directed by the Human Resources Director.

Transportation Security Administration (TSA) Security Clearance
Candidates for employment with the San Francisco Airport Commission are required to undergo a criminal history record check, including FBI fingerprints, and Security Threat Assessment in order to determine eligibility for security clearance and may be required to undergo drug/alcohol screening. Per Civil Service Commission Rule Section 110.9.1, every applicant for an examination must possess and maintain the qualifications required by law and by the examination announcement for the examination. Failure to obtain and maintain security clearance may be basis for termination from employment with the Airport Commission.

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

Eligible List
A confidential eligible list with names of candidates who have passed the civil service examination process will be created and used for certification purposes only. An examination score report will be established so interested parties can view the ranks, final scores, and number of eligible candidates. Applicant information, including names of candidates 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 that 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 six 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 that use this classification, please click here. Search that document by title or job code to see which departments use the classification.

Conviction History

As a finalist 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 finalist. 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 applying 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 applying 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 selected as a finalist, 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

Reasonable Accommodation Request
Applicants with disabilities requiring reasonable accommodation for this examination can find information on requesting a reasonable accommodation here.

Seniority Credit in Promotional Exams
Information regarding seniority credit can be found here.

Veterans Preference
Information regarding requests for veteran’s preference can be found here.

Terms of the 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.

Copies of Application Documents
Applicants are advised to keep copies of all documents submitted. Submitted documents become a permanent part of the exam record and will not be returned. The hiring department may require applicants to submit the same documents and/or additional documents at a later date.

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.

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 online here or hard copy at 1 South Van Ness Avenue, 4th Floor.

Exam Type: Combined Promotive & Entrance
Issued: 3/30/21
Carol Isen
Human Resources Director
Department of Human Resources
Recruitment ID #: 094482
AIR/CC/650-821-2018

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.



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