Career Opportunity

IT Operations Support Administrator III - SFO (1093) - 095580

Recruitment: REF13424G

Published: July 19, 2022

Apply using SmartRecruiters, the City and County of San Francisco's application portal.

About:

This is a Position-Based Test conducted in accordance with CSC Rule 111A.

Specific information regarding this recruitment process are listed below:

• Application Opening: Tuesday, July 19, 2022
• Application Deadline: Interested applicants are encouraged to apply as soon as possible as this announcement may close at any time after 5:00 PM on Tuesday, August 2, 2022.
• Compensation Range:  $95,108 - $117,910 Annually
• Recruitment ID:  095580 / RTF0095579

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.

Role 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.

How to qualify

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 recent and verifiable experience performing analysis, installation and technical support in a network, computer or systems administration environment.

SUBSTITUTION:
Education Substitution:  Additional qualifying full time work experience (2000 hours equal one year) as described above may substitute up to two (2) years of the required education. One (1) year of work experience equals to 30 semester units or 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.

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.

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. 

• 3 years of recent and verifiable experience providing 1st level Cyber Security support

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.  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 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.

Selection Procedures:
After application submission, candidates deemed qualified must complete all subsequent steps to advance in this selection process, which includes the following: 

Minimum Qualification Supplemental Questionnaire (MQSQ): (Weight:  Qualifying) 
Candidates will be required to complete a MQSQ as part of the employment application. This MQSQ is designed to obtain specific information regarding an applicant's experience in relation to the Minimum Qualifications (MQ) for this position. The MQSQ will be used to evaluate if the applicant possesses the required minimum qualifications.

Training and Experience Evaluation (Weight: 100%)
Qualified candidates will be sent a Supplemental Questionnaire to evaluate 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 questionnaire be accurate and complete.  All statements made on the questionnaire materials are subject to verification. 

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.

What else should I know?

Eligible 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 months and may be extended with the approval of the Human Resources Director. 

To find Departments which use this classification, please see https://sfdhr.org/sites/default/files/documents/Forms-Documents/Position-Counts-by-Job-Codes-and-Department-FY-2021-22.pdf. 

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 https://careers.sf.gov/. 

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. 

Additional Information Regarding Employment with the City and County of San Francisco:

• Information About the Hiring Process
• Conviction History
• Employee Benefits Overview  
• Equal Employment Opportunity 
• Disaster Service Worker
• ADA Accommodation
• Veterans Preference 
• Seniority Credit in Promotional Exams
• Right to Work
• Copies of Application Documents
• Diversity Statement

HOW TO APPLY

Applications for City and County of San Francisco jobs are only accepted through an online process. Visit https://careers.sf.gov/ and begin the application process. 

• Select the “Apply Now" button and follow instructions on the screen 

Applicants may be contacted by email about this recruitment 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, @smartalerts.info, and @smartrecruiters.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. 

Exam Analyst Information:  If you have any questions regarding this recruitment or application process, please contact the exam analyst, Charlene Cun at charlene.cun@flysfo.com. 

All your information will be kept confidential according to EEO guidelines.

CONDITION OF EMPLOYMENT:  All City and County of San Francisco employees are required to be fully vaccinated against COVID-19 as a condition of employment. Someone is fully vaccinated when 14 days have passed since they received the final dose of a two-shot vaccine or a dose of a one-shot vaccine. Any new hire must present proof of full vaccination status to be appointed. Any new hire who will be routinely assigned or occasionally enter High-Risk Settings, must provide proof of having received a COVID-19 booster vaccine by March 1, 2022, or once eligible.

The City and County of San Francisco encourages women, minorities and persons with disabilities to apply. Applicants will be considered regardless of their sex, race, age, religion, color, national origin, ancestry, physical disability, mental disability, medical condition (associated with cancer, a history of cancer, or genetic characteristics), HIV/AIDS status, genetic information, marital status, sexual orientation, gender, gender identity, gender expression, military and veteran status, or other protected category under the law.