1094 - IT Operations Support Administrator IV - HSA

Recruitment #PBT-1094-098881

Introduction

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

WHO WE ARE

 

The Human Services Agency (HSA) is a department of the City and County of San Francisco and the central resource for public assistance in the City. Our mission is to promote well-being and self-sufficiency among individuals, families and communities in San Francisco. HSA was formed in 2004 with the merger of two previously existing city departments, the Department of Human Services and the Department of Aging and Adult Services. The agency retains two commissions and two department heads. The agency also includes the Office of Early Care and Education. Our mission is to promote well-being and self-sufficiency among individuals, families and communities in San Francisco.

WHAT WE DO

 

We provide a safety net for individuals and families by offering income support, community-based living supports, and assistance getting food, housing, and health coverage. We offer programs and services that ensure the protection and safety of children, the elderly and dependent adults. We help people secure employment through training, job search, and child care assistance.

POSITION DESCRIPTION

 

Under general direction, the IT Operations Support Administrator IV serves as a technical authority for operational activities within the I.T. Infrastructure Team. As a member of the server team, the individual will assist with server support, active directory management, operating system hardening, virtualization, disaster recovery, security patching, and messaging administration. In addition, the IT Operations Support Administrator IV will be an escalation point for the service desk and desktop teams to assist with troubleshooting more complex technical issues.

ESSENTIAL DUTIES AND RESPONSIBILITIES:



1. Perform highly complex technical and operational IT support work, and systems analysis and administration and/or lead the work of others engaged in routine to complex IT support; organize, prioritize and may distribute work assignments; may mentor, train and provide input into evaluation of subordinate staff; may oversee IT operations in the absence of a supervisor.
2. Analyze, design and develop operational procedures; review, analyze, and resolve operational problems; apply automation tools to resolve operational problems.
3. Analyze and recommend procedures consistent with departmental directives, policies and regulations.
4. Install, operate, administer, maintain and upgrade complex operating systems; provide technical assistance to users; assist in the transition of data between systems on multiple platforms.
5. Performs help desk functions for more complex problems, including coordinating the development and implementation of problem resolutions; coordinate hardware, software and service repairs.
6. Interface with users, engineers, and other analysts for multi-department system projects and system related activities to meet the needs of the department.
7. Assist with designing the growth of the systems and networks; monitor and enhance complex computer and telecommunications systems; assist in developing City/County standards for LAN/WAN administration.
8. Review plans for software and hardware equipment and services; develop detailed specifications; research and evaluate software and hardware technologies; consult on feasibility, costs, and benefits of additions or enhancements; participate in the request for proposal process; oversee the maintenance inventories; plan for equipment needs; research, evaluate and test hardware and software products; coordinate hardware and software purchases; prepare procedural documentation.
9. Analyze, research, and test changes in operating systems and system software on multiple computers for compatibilities, performance, and capabilities in operational matters; and deploy new or enhanced system tools.
10. Perform work related to security and disaster recovery needs such as system backup and/or restoration, including operational support at a hotsite or a recovery site.
11. Work directly with contractors and vendors.
12. Perform project management activities on operations projects.
13. Assess user training needs; develop training programs and materials.
14. Attend meetings; represent the unit on committees as necessary.

Minimum Qualifications

EDUCATION:

 
Requires 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]; AND

EXPERIENCE: 

 
Four (4) years of experience performing analysis, installation, technical support, and system administration 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.

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

**Applicants must meet the Minimum Qualification requirements at the time of filing**

VERIFICATION OF EXPERIENCE AND/OR EDUCATION:

 
Applicants may be required to submit verification of qualifying education and experience at any point during the recruitment and selection process.

Refer to the following links for verification:

Verification Guidelines: https://sfdhr.org/information-about-hiring-process

 
Education Verification, including verifying foreign credits or degree equivalency: https://sfdhr.org/how-verify-education-requirements%20

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.

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 (PBT-1094-098881)
 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 in the lobby of the Dept. of Human Resources at 1 South Van Ness Avenue, 4th Floor, San Francisco.

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, @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.

 
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, Tamara Ranney, by telephone at (415)557-5453, or by email at tamara.ranney@sfgov.org.

 

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.

SUPPLEMENTAL QUESTIONNAIRE: (Weight: 100%)

Candidates will be prompted to complete a supplemental questionnaire as part of the online employment application. The Supplemental Questionnaire is designed to measure an applicant’s relative knowledge, skills and abilities in job-related areas identified as critical for successful performance. These may include but are not limited to: installation procedures, hardware, software and maintenance of systems; web applications, functional requirements, and systems development lifecycle; common operating systems software, relational database systems and network environments; testing and testing procedures in a web and mobile environment. Ability to: establish and maintain good working relationships; implement and manage complex projects; analyze data and information; understand business procedures and processes; advise and train others; exercise decisiveness and creativity required in situations involving the evaluation of information against judgmental criteria.

All responses to the Supplemental Questionnaire are subject to verification and should be consistent with the information provided in your application.

Passing score must be achieved on the supplemental questionnaire in order to continue in the selection process.

Candidates’ scores on this examination process may also be applied to other announcements involving other job titles, when directed by the Human Resources Director.

CERTIFICATION: The certification rule for the score report resulting from this examination process will be Rule of Three (3) scores. The hiring department may conduct additional selection processes to make final hiring decisions.

ELEGIBLE LIST/SCORE REPORT: 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 six (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 https://sfdhr.org/sites/default/files/documents/ASO-Level-Chart.pdf?documentID=21246.

 

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.

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 http://sfdhr.org/information-about-hiring-process 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.

REASONABLE ACCOMMODATION REQUEST:
Information on requesting reasonable accommodation for persons with disabilities can be found at: http://www.sfdhr.org/index.aspx?page=20#reasonableaccommodation

SENIORITY CREDIT IN PROMOTIONAL EXAMS:
Information regarding seniority credit can be found at: http://www.sfdhr.org/index.aspx?page=20#senioritycredit 

DRIVER’S LICENSE REQUIREMENT:
Most positions require a valid California’s driver’s license: http://www.sfdhr.org/index.aspx?page=20#license 

VETERAN’S PREFERENCE:
http://www.sfdhr.org/index.aspx?page=20#veteranspreference

CLERICAL ERRORS:

May be corrected by the posting of the correction on the Department of Human Resources website at: http://www.sfdhr.org/index.aspx?page=20#announcementsdefinitions

 
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. http://www.sfdhr.org/index.aspx?page=20#identification

 


Exam Type: CPE (Combined Entrance and Promotive)
Issued: August 09, 2019
Micki Callahan, Human Resources Director
Department of Human Resources
Recruitment ID Number: PBT-1094-098881
HSA/ TR / 415-557-5453

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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