IT Operations Support Administrator III (Service Desk)

Recruitment #TEX-1093-904001

Introduction

Applicants are encouraged to apply immediately as this recruitment may close at any time but no sooner than 5 PM (PST) on February 26, 2020.

 

Appointment Type
This is a Temporary Exempt (TEX), as-needed position not to exceed six (6) months or 1,040 hours. This position is excluded by the Charter from the competitive civil service examination process and shall serve at the discretion of the Appointing Officer.

 

Department Overview:
The San Francisco Department of Emergency Management (DEM) manages disaster preparation, mitigation, and response; 9-1-1 dispatch, and homeland security grant distribution for the City and County of San Francisco. DEM was created in 2006 by local legislation that reorganized the Emergency Communications Department and the Office of Emergency Services into a single agency. For more information on the Department of Emergency Management, please visit: http://www.sfdem.org/.

 

Position Description:

Under general direction, the Service Desk Administrator will provide first-level desktop, software, and email support to customers. Additional essential functions include: answer phones, generate tickets and resolve, monitor, track, and refer problems and requests to the proper group, Department, or support vendor; escalate problems as necessary to ensure resolution; follow-up on open trouble tickets and request for final resolution; keep customers informed and updated on the status of problems and requests; define and document Service Desk solutions, processes, and procedures; inform management and clients of severe problems; work with local site engineers and desktop administrators to resolve problems and implement service requests; perform email and application administration support duties; provide prompt, professional, courteous and outstanding customer service on a daily basis to all customers; and perform related duties as assigned.

 

Nature of Work:

Candidate must be responsive and flexible with assigned tasks and able to work as part of a diverse team in a fast-paced environment. The 9-1-1 dispatch center and Service Desk operates 24 hours a day, 7 days per week. The position will require the ability to work evenings, nights, weekends, and holidays typically with very little notice when needed to work a shift. 

Minimum Qualifications

1. 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]. AND

2. Three (3) years of experience performing analysis, installation, and technical support in a network environment. This experience must include two (2) years of verifiable and recent experience working on a technical help desk in a ticketing and workflow environment using a help desk management system to perform basic desktop hardware/software troubleshooting; and two (2) years of experience supporting workstations and printers in a Microsoft Windows environment which must include administering Microsoft Windows 10 and supporting Microsoft Office 365.  


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: One year of experience is equivalent to 2,000 hours (2,000 hours of qualifying work experience is based on a 40-hour work week). Applicants must meet the minimum qualification requirement by the filing deadline 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.

  • Baccalaureate degree from an accredited college or university in computer science, information systems, data processing, or a closely related field.
  • Excellent customer service skills.
  • Strong written, oral, and listening skills.
  • Strong communication and problem-solving skills.
  • The ability to interact with customers over the telephone and in-person in a pleasant, professional, and courteous manner. 
  • The ability to work independently with minimal supervision.

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

·      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).

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. 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. 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, Kacie Kesler, by telephone at (415) 558-3859, or by email at kacie.kesler@sfgov.org.

Verification:
Applicants may be required to submit verification of qualifying education and experience at any point during the recruitment and selection process. 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. 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. Any new information concerning work experience, education, training and other information that is submitted after the filing deadline may not be 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.

Applications will be screened for relevant qualifying experience.  Additional screening mechanisms may be implemented in order to determine candidates’ qualifications. Only those applicants whose qualifications most closely meet the Department's needs will be invited to participate in the interview selection process.   Applicants meeting the minimum requirements are not guaranteed advancement 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 31003109). 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 can find information on requesting a reasonable accommodation at http://www.sfdhr.org/index.aspx?page=20#applicantswithdisabilities


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. Information regarding copies of applicant documents can be found at http://sfdhr.org/information-about-hiring-process#copies

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. Information regarding Right to Work can be found at http://sfdhr.org/information-about-hiring-process#identification.

 

Additional Information:
General Information concerning City and County of San Francisco Employment Policies and Procedures may be found online at http://www.sfdhr.org/index.aspx?page=20 or hard copy at One South Van Ness Avenue, 4th Floor.

 

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

 
Issued: 02/11/2020
Micki Callahan
Human Resources Director
Department of Human Resources
Recruitment ID #: TEX-1093-904001

DEM / KK / (415) 558-3859

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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