1094 IT Operations Support Administrator IV

Technology Support Technician

Recruitment #PBT-1094-101972

Introduction


The following information describes the civil service classification for which applications are being solicited.
Make sure you read the entire announcement before completing the application form.

The purpose of this examination announcement is to establish an eligible list for this classification.

 This is a Position-Based Test conducted in accordance with CSC Rule 411A.

POSITION DESCRIPTION:

Technology is at the core of SFMTA’s mission and future. It is an exciting time to work at the SFMTA as we develop new tools, rethink systems, and modernize transportation. This is an opportunity to work with stakeholders and business units across the SFMTA. Through these channels, the Technology Services Section is helping to bring modern transportation services and infrastructure to our customers. Your work will impact the lives of all San Francisco residents and many more visitors and commuters that use our transportation services and infrastructure.

 

Under general direction, the Technology Support Technician performs a full range of system administration and data center operational activities for a large network of mini-computers, multiple Local Area Networks (LANs) or several computers with different and distinct platforms which includes Network Operations Center (NOC). The Technology Support Technician effectively manages network and computer operations, develops ad hoc desk level system instruction and provides ongoing and remedial user training; establishes and performs data and access protection processes; and integrates hardware operating systems and program applications.

 

The essential functions of this position include, but are not limited to, the following:

 

  • Designing, installing, administering, maintaining and upgrading operating systems, including DOS, Unix, Apple, and Windows; analyzing, researching, and testing changes in operating systems and system software on multiple computers for compatibilities, performance, and capabilities in operational matters; and deploying new or enhanced system tools.
  • Monitoring, operating and enhancing complex computers of distinctive platforms and on-site or remote communications systems; developing, designing and implementing problem solutions using standard analysis techniques and documenting solutions.
  • Interfacing with users and programmers to determine and communicate needs; consulting on feasibility, costs and benefits of additions or enhancements; recommending interfaces; assisting technical staff in providing estimates to other departments for data wiring projects.
  • Adding and deleting users; configuring user data, security rights and access rights.
  • Installing, configuring, repairing, maintaining and upgrading hardware and peripherals; installing and enhancing applications.
  • Conducting application problem resolution; determining and clearly defining problems; coordinating with programmers and vendors, and/or operators; may write code as required.
  • Providing technical assistance to users; assessing and coordinating user training.
  • Performing Help Desk functions for more complex problems, including problem tracking, analysis, resolution, escalation, and coordination.
  • Researching hardware and software technologies; planning for future requirements.
  • Preparing specifications; soliciting and evaluating vendor bids; purchasing necessary hardware, software, manuals, etc.
  • Preparing standard procedures documentation.
  • Performing and monitoring more complex scheduled job executions on multiple, distinct computer platforms.
  • Performing work related to security and disaster recovery needs such as system backup and/or restoration, including operational support at a recovery site.

 

Nature of work:  This position requires sufficient strength and coordination of lifting, pushing, pulling and/or carrying the weight of computer systems equipment.  It also requires bending, stooping and/or crawling in order to install or repair computer systems hardware.


 

Minimum Qualifications

These minimum qualifications establish the education, training, experience, special skills and/or license(s) which are required for employment in the classification.  Please note, additional qualifications (i.e., special conditions) may apply to a particular position and will be stated on the exam/job announcement.

1. Four (4) years of experience performing analysis, installation, technical support, and system administration in a network environment; AND

 

2. 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].

 

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.

Desirable Qualifications:

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

 

  • Proficient knowledge of common operating systems.

 

  • Experience building Windows Images.

 

  • Experience supporting mobile devices including: iPhone and Android.

 

  • Experience supporting Macs.

 

  • Experience with Information Technology Infrastructure Library (ITIL).

 

  • Experience managing key System Center applications including SCCM, SCSM, and SCOM.

 

  • Proficient in supporting Office 365 users particularly regarding email.

 

  • Experience supporting VoIP phones, preferably Skype for Business.

 

  • Experience setting up and supporting video surveillance cameras.

 

  • Ability to work in a fast-paced and constantly changing environment.

 

  • Ability to relate the goals of IT service support to business goals.

 

  • Ability to focus on customer satisfaction, with strong interpersonal skills and responsiveness.

 

  • Ability to drive process improvement to continually improve service and reduce costs.

 

  • Ability to establish good working relationships with employees, other IS professionals, departmental end users vendors and contractors and prioritize competing requests for service.

 

  • Strong communications skills and experience working alongside other IT and business management professionals.

NOTES:

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.

HOW TO APPLY:

City and County of San Francisco employment applications for this position will be accepted through an on-line process only. Mailed, hand delivered or faxed applications will not be accepted. Visit www.jobaps.com/sf to begin the application process.

 

•           Click and select 1094 IT Operations Support Administrator IV (PBT-1094-101972)

•           Click on “Apply” and read and acknowledge the information

•           Click on “I am a New User” if you have not previously registered, or on “I have REGISTERED PREVIOUSLY”

•           Follow instructions given on the screen.

 

Computer kiosks 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 Department of Human Resources, 1 South Van Ness Avenue, 4th Floor, San Francisco and in the lobby of SFMTA Human Resources office, 1 South Van Ness Avenue, 6th Floor, San Francisco.

 

Applicants may be contacted by e-mail.  It is their responsibility to ensure that their registered e-mail 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).

 

Upon successful submittal of the application online, the applicant will receive a notification on the screen, as well as in the applicant’s e-mail inbox, acknowledging the receipt of the application by the SFMTA - Merit Section.  If you are having difficulty submitting your application online, please contact us at 415.701.5013 or 415.701.4441 between 8:30 a.m. – 12:00 p.m. and 1:00 p.m. - 4:30 p.m. Monday through Friday or by e-mail at Larry.Dominguez@sfmta.com.

 

VERIFICATION:

Applicants may be required to submit verification of qualifying experience and driver license at any point in the application, examination and/or departmental selection process. Written verification (proof) of qualifying experience must verify that the applicant meets the minimum qualifications stated on the examination announcement. Written verification must be submitted on employer’s official letterhead, specifying name of employee, dates of employment, types of employment (part-time/full-time), job title(s), description of duties performed, and the verification must be signed by the employer. City employees will receive credit for the duties of the class to which they are appointed. Credit for experience obtained outside of the employee’s class will be allowed only if recorded in accordance with the provisions of the Civil Service Commission Rules. Experience claimed in self-employment must be supported by documents verifying income, earnings, business license and experience comparable to the minimum qualifications of the position. Copies of income tax papers or other documents listing occupations and total earnings must be submitted. If education verification is required, information on how to verify education requirements, including verifying foreign education credits or degree equivalency, can be found at http://sfdhr.org/index.aspx?page=456.

 

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.

 

SELECTION PROCEDURE:

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/Supplemental Questionnaire (Weight: 100%):

Candidates who meet the minimum qualifications for this position will be receive a Supplemental Questionnaire via email following the closing date of this job announcement.  Candidates will be evaluated on their relative knowledge, skill and ability levels in job-related areas. 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.

 

A passing score must be achieved on the Supplemental Questionnaire in order to be ranked on the eligible list. The department may administer additional position-specific selection procedures to make final hiring decisions.

 

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

 

CERTIFICATION RULE:

The certification rule used for the eligible list resulting from this selection process will be the Rule of Five Scores.  The hiring department may conduct additional selection processes to make final hiring decisions.

 

ELIGIBLE LIST:

The eligible list resulting from this examination is subject to change after adoption (e.g., as a result of appeals), as directed by the Director of Transportation or the Civil Service Commission.

 

The duration of the eligible list resulting from this examination process will be of 24 months, and may be extended with the approval of the Director of Transportation.

 

Upon approval of the Director of Transportation (see Civil Service Rule 411A.27.5), the eligible list 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 http://www.sfdhr.org/Modules/ShowDocument.aspx?documentID=21246. Search that document by title or job code to see which departments use this classification.

  

Qualified applicants with disabilities requiring reasonable accommodation in the selection process must contact the SFMTA by phone at 415.701.5013, 415.701.4441 or 415.701.5043 (TTY); or in writing to: SFMTA Human Resources, Merit Section, 1 South Van Ness, 6th Floor, San Francisco, CA 94103.  For further information, contact 415.701.5013 or 415.701.4441.

 

Reasonable Accommodation Request:

Information on requesting reasonable accommodation for persons with disabilities can be found at: http://sfdhr.org/information-about-hiring-process#applicantswithdisabilities

 

Veteran’s Preference:

Information regarding requests for veterans preference can be found at:

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

 

Seniority Credit in Promotional Exams:

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

 

Position Based Testing:

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

 

General Information concerning San Francisco Municipal Transportation Agency Employment Policies and Procedures:

Employment Information for the San Francisco Municipal Transportation Agency can be obtained at http://sfdhr.org/information-about-hiring-process, or hard copy at 1 South Van Ness Avenue, 6th Floor. 

 

Terms of Announcement and Appeal Rights

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 411A.36.1.  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 reasons(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. Information concerning other Civil Service Commission Rules involving announcements, applications and examination policies, including applicant appeal rights, can be found on the Civil Service Commission website at http://sfgov.org/civilservice/rules.

 

Copies of Application Documents:

Applicants are encouraged to keep copies of all documents submitted.  Submitted documents become a permanent part of the exam records 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.


Employee Wellness Program:

The SFMTA strives to be your employer of choice by providing an environment that supports your personal health & wellbeing with physical, nutritional, mental/emotional and financial resources. Since 2010 the SFMTA has been providing worksite wellness activities, as well as providing recognition opportunities to those individuals who successfully achieve personal milestones in wellness. For more details on the Wellness Program, please visit Employee Wellness Program Description page: https://www.sfmta.com/reports/employee-wellness-program.

Women, Minorities, and Persons with Disabilities are encouraged to apply

An Equal Opportunity Employer

 

Exam Type:  Combined Promotive & Entrance

Issued: January 7, 2020

Jeffrey Tumlin

Director of Transportation

San Francisco Municipal Transportation Agency

Recruitment ID Number: 101972

MTA/LD: 415.701.5013

MTA/AK: 415.701.4441

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.

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.

 



Powered by JobAps