Career Opportunity

IT Operations Support Administrator II - Dept. of Homelessness and Supportive Housing (1092)

Recruitment: RTF0131569-01149543

Published: February 01, 2023

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About:

Application Opening: February 1, 2023
Application Deadline: Continuous but will not close earlier than February 15, 2023
Compensation Range: $78,260 to $97,006
Recruitment ID: RTF0131569-01149543

Who We Are

Through the provision of coordinated, compassionate, and high‐quality services, the Department of Homelessness and Supportive Housing (HSH) strives to make homelessness in San Francisco rare, brief, and one time. The Department provides assistance and support to homeless and at‐risk youth, adults, and families to prevent imminent episodes of homelessness and end homelessness for people in San Francisco. Services including outreach, homelessness prevention, emergency shelter, drop‐in centers, transitional housing, supportive housing, short‐term rental subsidies, and support services to help people exit homelessness. For more information about the department, please visit our website at https://hsh.sfgov.org.

What We Do

San Francisco is a pioneer in homeless services and a leader in providing supportive housing as a permanent exit from homelessness. The Department of Homelessness and Supportive Housing (HSH), founded in 2016, is a national leader in the movement to end homelessness by developing a coordinated, equity-driven, client-focused system of compassionate services while piloting innovative models, and implementing best practice solutions with measurable results. HSH’s Homelessness Response System (HRS) oversees and implements a system of care that shelters, houses, and serves approximately 14,000 people daily. Major programs include: street outreach and service connection through the Homeless Outreach Team (SFHOT); 3,000-bed shelter system for adults and families including shelters for members of the LGBTQ community; rapid rehousing rental subsidies for families, adults, older adults, and transitional aged youth; the Problem Solving and flexible financial assistance programs; and robust supportive housing programs with nearly 10,000 units which provide permanent housing and services to formerly homeless individuals and families.

Role description

Appointment Type

Temporary Exempt, position in Category 17, limited to no more than two (2) years in duration. Category 17 employees are used to backfill a Permanent Civil Service (PCS) employee on a leave of absence.  This position is exempt from Civil Service and shall serve at the discretion of the Department Head.

What You’ll Be Doing

The Department of Homelessness and Supportive Housing has an exciting opportunity for an experience, energetic, motivated and team-oriented individual to join a newly created IT team.  At the HSH, we are building a mission driven IT team with a can-do attitude.  This is a full-time 1092 IT Operations Support Administrator II position.  This individual will be working closely with the IT Director, System Engineers and the lead first level support specialist to support our department.  The candidate’s primary mission is to support the computing environment and connectivity of our temporary shelters and to support our users with day to day IT related issues.  The candidate in this position will have an opportunity to work with our team on several exciting projects such as building workflow engines using Microsoft Flow and PowerApps and standing up Extranet Share Point portal to better collaborate with our non-profit partners.  In addition, together with the lead first level support specialist, the IT Operations Support Admin II provides technical support for a  moderately sized networks with single or multiple Local Area Networks (LANs), data center operational support for multiple, distinctive computers, mobile devices and their networks and routine system administration activities, which may include network operations,  installing, enhancing and maintaining computers, system update management, peripherals, and mobile  device configuration, or combination of these activities; troubleshoots or assists with problem resolution with staff at headquarters as well as those in the field; may provide ongoing and remedial user training; establishes and performs data and access protection processes; and performs related work which may include data input and record maintenance.   On an occasional basis, the candidate will be called upon to provide support to the department’s HMIS (Homeless Management Information System) project. 

This position will entail hands-on support of desktops, servers, and application support. The ideal candidate will have both technical expertise and good customer support skills.

Essential Duties and Responsibilities:

• Monitor, operate and enhance moderately complex computers with different and distinct platforms that may include mainframes, mid-range server systems, desktop computers, mobile devices, and communications systems to ensure proper functioning, and recommend solutions to correct malfunctions.
• Install and configure computer and/or telecommunications hardware and software; coordinate and schedule hardware repairs; perform routine equipment maintenance; repair and modify various computer and communications systems and related equipment; create user groups and individual accounts.
• Maintain and document scripts and procedures used to enhance existing desktop computer functions.
• Provide problem determination and technical assistance to users; escalate and coordinate problem resolution activities; perform help desk functions.
• Administer remote logons system securities, data transfers, and other remote activities.
• Retrieve and download and/or upload data; assist with the transition of data/operations between systems; may provide on-site technical support for information technology equipment.
• Research, analyze and test application or system software for compatibility and capability to specific job applications and assignments; may recommend hardware and software purchases.
• May ensure the accuracy of computer reports and data integrity.
• Maintain information technology materials and supply inventories; reconcile discrepancies of service and payments.
• Prepare specifications, may get quotations from vendors.
• Compile, tabulate and generate reports; document procedures and programs; may develop written help materials.
• Perform and monitor scheduled job executions, including system and application backups and archiving tasks, on multiple, distinctive platforms, including mainframes, mid-range computers, and data storage; maintain system backups and control records; assist in the maintenance of files and libraries; create logical directory structure; may be responsible for retention and storage of databases; perform routine tape management functions for various, different computer platforms.
• Perform work related to security and disaster recovery needs such as system backup and/or restoration, traveling to hotsite or recovery site, and operating restored systems.
• May include additional duties as assigned.

How to qualify

MINIMUM QUALIFICATIONS

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].

Experience:

One (1) year of experience performing analysis, installation and technical support 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.

IMPORTANT AND ESSENTIAL KNOWLEDGES, SKILLS, AND ABILITIES

Knowledge of: On-site broad based technical, operational and analytical problem-solving support; Installation, maintenance, expansion and upgrading of software, hardware, networks, desktops, mobile devices, peripherals; Common operating systems; information technology methods and procedures; training techniques

Ability and Skill to: Work as a member of a team, communicate effectively orally and in writing; Use logic and analysis to solve computer and systems problems; Establish and maintain effective working relationships; Apply new technologies and system changes; Analyze and categorize data and information in order to determine the relationship of the data with reference to established criteria/standards; Advise and provide interpretation to others on how to apply policies, procedures and standards to specific situations; Exercise the judgment, decisiveness and creativity required in situations involving the evaluation of information against measurable criteria; Read and understand professional journals and literature; Prioritize competing requests for service; Ability to mentor lower level staff as necessary.

DESIRABLE QUALIFICATIONS

The stated desirable qualifications may be considered at the end of the selection process when candidates are referred for hiring.

• Experience in developing, deploying and maintaining automated workflow using Microsoft Power Flow, Power Apps and Share Point

What else should I know?

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: 

The selection process will include evaluation of applications in relation to minimum requirements. Applicants meeting the minimum qualifications are not guaranteed advancement to the interview. Depending on the number of applicants, the Department may establish and implement additional screening mechanisms to comparatively evaluate the qualifications of candidates. If this becomes necessary, only those applicants whose qualifications most closely meet the needs of the Department will be invited to participate in the oral/performance interview. 

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
• 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.

Human Resources Analyst Information: If you have any questions regarding this recruitment or application process, please send your inquires to Emily Lee, Recruitment Analyst at emilymay.lee@sfgov.org.

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.