1092 IT Operations Support Administrator II

Recruitment #TEX-1092-110813

Introduction


Appointment Type
Temporary Exempt (TEX) Appointment. This position is excluded by the Charter from the competitive civil service examination process pursuant to San Francisco Charter Section 10.104 and shall serve (at will) at the discretion of the Appointing Officer. The anticipated duration of this temporary exempt appointment shall not exceed 36 months.

About San Francisco Public Library
San Francisco Public Library (SFPL) is dedicated to providing free and equal access to information, knowledge, independent learning and the joys of reading for our diverse communities. The library system includes the architecturally significant Main Library in the city’s Civic Center, 27 neighborhood branch libraries, a partnership library within SFMOMA, two administrative buildings and four bookmobiles. With a collection of more than 3.7 million items, and circulation exceeding 11 million each year, SFPL serves more than 6 million visitors annually. The library system has extraordinary political and fiscal support that mandates an annual funding allocation from the city’s property tax revenues, resulting in a budget of $169 million in FY 21. With a strong budget, SFPL has approximately 900 employees committed to outstanding public service.

In June 2018, the Library was named Library of the Year by Gale/Library Journal for its active promotion of San Francisco’s values of inclusion, diversity, and equity and its ability to create programs and policies that support those democratic values. The library embraces its role as the most democratic of institutions, providing safe and welcoming facilities for all. Through a robust array of services and programs, the library places an emphasis on literacy and learning, digital inclusion, social justice, equity and healthy communities. To learn more about SFPL, please visit https://sfpl.org/

Position Description
The IT Operations Support Administrator II position will be assigned to work on the Inventory Management Project - responsible for developing an inventory tracking system based on the asset lifecycle (receiving, deprecating, disposing). Under the direction of the IT Operations Support Administrator IV, this position will maximize efficacy of existing Manage Engine Servicedesk Plus service request ticketing, procurement tracking, and inventory management system by completing the full build out of all aspects of that integrated enterprise solution for the SFPL’s Information Technology Division. This outcome of the project will include completing a thorough physical inventory of existing equipment; assisting in entry of equipment into the asset management module adhering to Information Technology Service Management (ITSM) practices; and organizing a configuration management database of said assets to deliver updates and services via an endpoint management suite.

Essential functions of the position include, but are not limited to:
• Decommission and dispose of all legacy technology replaced by upgraded, inventoried, and tagged technology;
• Responsible for managing inventory storage locations throughout Library, organizing, keeping accurate count of in-demand items, physically check out equipment to requesting staff;
• Responsible for tracking all IT related equipment, including receiving new purchases, maintaining a working knowledge of in-house inventory, and management of decommissioned equipment bound for CCSF Department of Environment’s virtual warehouse and/or e-waste;
• Work closely with the IT Division staff to properly inventory and track all equipment using Servicedesk Plus inventory tracking system to keep the system up to date with all IT equipment, manage loaned assets, mobile/cellular devices, etc.;
• Serve as the first point of contact (Tier 1) for customers seeking technical assistance over the phone or email; perform remote troubleshooting through diagnostic techniques and 6 step troubleshooting methodology;
• Respond to, monitor, follow up on, and ultimately resolve Tier 1 questions and service requests within time specified in service level agreements;
• Escalate problems as necessary to the proper support teams (Network, Server, Web, Media);
• Complete required ticket fields and log all support activity within Servicedesk Plus; answer user calls during support hours and open, document, and resolve corresponding ticket in Servicedesk Plus;
• Work with IT managers to establish standardized criteria for equipment lifecycle and guidelines for IT staff who will be engaged in inventory management processes; define and document Service Desk Standard Operating Procedures in Servicedesk Plus knowledgebase, Microsoft SharePoint, and Microsoft Teams.
• Organize and track all equipment purchased by San Francisco Public Library IT, including mobile cellular devices;
• Document all asset management lifecycle procedures (procurement, deployment, production, maintenance, disposal) for auditing and staff training purposes; document all inventory processes in Servicedesk Plus and Mobile Device Management suite;
• Perform other job-related duties as assigned.

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.

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].  AND

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

License and Certification:
Possession of a valid California Driver's License

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.


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

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:
• Experience as a help desk technician or other customer service role.
• Familiar with inventory management practices.
• Familiar with IT Infrastructure Library (ITIL) practices.
• Familiar with Service Desk Plus by Manage Engine or other service desk ticketing tool.
• Working knowledge of office automation products.
• Ability to diagnose and resolve technical issues.
• Excellent written and oral communication skills.
• CompTIA A+ certification is highly desirable.

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 TEX-1092-110813 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 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, @famsf.org, @ccsf.edu).

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.

Important: All work experience, education, training and other information substantiating how you meet the minimum qualifications must be included in the education and work history sections of the City and County of San Francisco online application by the filing deadline. Failure to submit a complete and accurate application at the time of filing may result in your ineligibility for this recruitment. Information submitted after the filing deadline will not be considered in determining whether you meet the minimum qualifications.

Applicant MUST attach a resume online through JobAps at time of online application filing; however, resume will NOT be accepted in lieu of a completed City and County of San Francisco application.

If you have any questions regarding this recruitment or application process, please contact the analyst, Vivian Yeung via e-mail Vivian.Yeung@sfpl.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 https://sfdhr.org/how-verify-education-requirements

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 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.

The selection process will include evaluation of applications in relation to minimum requirements. The Department will establish and implement additional screening mechanisms to comparatively evaluate qualifications of candidates including job-related knowledge, skills and abilities. Only those applicants whose qualifications most closely meet the needs of the Department will be invited to participate in the selection process. Applicants who meet the minimum qualifications are not guaranteed to advance through all of the steps in the selection process.

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.

Reasonable Accommodation Requests: Applicants with disabilities who meet the minimum eligibility requirements for this job announcement can find information on requesting a reasonable ADA Accommodation at: 
http://sfdhr.org/information-about-hiring-process#applicantswithdisabilities

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.

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.

Issued: April 16, 2021
Carol Isen
Human Resources Director
Department of Human Resources
Recruitment ID Number: TEX-1092-110813 (Position# 01147274)
LIB/VY/415.557.4581; Vivian.Yeung@sfpl.org

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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