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Career Opportunity

IT Operations Support Administrator I – Information Technology - San Francisco Human Services Agency (1091) (132875)

Recruitment: RTF0132873-01084999

Published: April 13, 2023

Contact:

Valerie Tieu - valerie.tieu@sfgov.org

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

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Department: Human Services Agency
Job class: 1091-IT Operations Support Administrator I
Salary range: $72,644.00 - $89,986.00
Role type: Permanent Civil Service What does this mean?
Hours: Full-time
Exam type: Position Based Test
Rule: Rule of 3
List type: Entrance
 

About:

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

At the San Francisco Human Services Agency, we believe in a San Francisco where everyone has the opportunity and support to achieve their full potential.  We are comprised of the Department of Benefits and Family Support, and the Department of Disability and Aging Services (DAS), and are united by our commitment to deliver essential services that support and protect people, families, and communities.

From financial, nutritional and employment support to child and adult protective services, health care coverage, affordable childcare, and in-home services for older adults and persons with disabilities, our team lends support for all in need.

Our Commitment to Racial Equity

As we work towards our vision of an inclusive San Francisco, we embrace our responsibility to root out systemic racism by creating services and a workforce which reflect the lived experiences and strengths of the people we serve. We are committed to fostering a work environment where our differences are celebrated and everyone has what they need to thrive--no matter their race, age, ability, gender, sexual orientation, ethnicity, or country of origin. Click here to learn more about what this commitment looks like in action.

Role description

Under general supervision, the IT Operations Support Administrator I - Desktop Technician, provides technical support for moderately sized networks with single or multiple Local Area Networks (LANs), 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, peripherals, and mobile device configuration, or a combination of these activities. Incumbents in this position perform basic desktop functions, troubleshoot or assist with problem resolution; perform data and access protection processes, and perform related work which may include computerized data input and record maintenance.

ESSENTIAL DUTIES AND FUNCTIONS

According to Civil Service Commission Rule 109, the duties specified below are representative of the range of duties assigned to this job class and are not intended to be an inclusive list; may include additional duties as assigned.

  1. Provide technical and operational support and maintenance for computers and networks; assist in network upgrades; log, track and monitor all problems and requests; provide technical support to department programs and staff in the use of computer applications.
  2. May assign logons and rights, print queues and directory structures; reset passwords; create departmental groups; run security programs.
  3. Monitor and operate computer and telecommunications systems, including data lines, terminals, and printers; troubleshoot hardware/software problems; may coordinate with vendors for equipment repair.
  4. Perform help desk functions for routine issues including problem tracking, analysis, and resolution; define and document help desk solutions; provide problem determination; analyze and resolve system problems to ensure continuous system operations required for scheduled data processing functions; administer off-site storage of data.
  5. Install and configure server hardware, workstations, and various peripherals; install software applications.
  6. Produce, review, and assist in the collection of client data, service issues, and documentation to comply with governmental mandates and regulations.
  7. Monitor and review system software applications and procedures pertaining to accurate reporting; review system output and data processing operations for accuracy and completeness; provide communications support between systems.
  8. Assist in the development and production of system/end-user documentation for application processing and procedures.
  9. Assist in the development and implementation of training activities and materials; instruct users in logon and document identification procedures.
  10. Generate reports and statistics; perform system backups; retrieve documents.
  11. May drive equipment from one HSA facility to another.

How to qualify

1. Education:
a) An associate degree in computer science or a closely related field from an accredited college or university OR
b) Its equivalent in terms of total course credits/units [i.e., at least 60 semester or 90 quarter credits/units with a minimum of 20 semester or 30 quarter credits/units in computer science or a closely-related field];

NOTE: Please attach your transcript along with your application

Substitution: Experience performing analysis, installation, and technical support in a network environment 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 30 semester units/45 quarter units with a minimum of 10 semester/15 quarter units in computer science or a closely related field.

AND

2. Special Conditions:

Experience:
a) 12 months of recent and verifiable experience using the Windows operating system in support of multi-departmental and enterprise systems, including the management of Windows services and use of Windows administrative tools.

NOTE: The above minimum qualifications reflect special conditions associated with the position to be filled. They may differ from the standard minimum qualifications associated with this classification.

LICENSES AND CERTIFICATIONS:
Possession of a valid California driver's license.

ADDITIONAL REQUIREMENTS:
In addition to the minimum qualifications, this position requires the ability to lift up to 35 lbs.

DESIRABLE QUALIFICATIONS:

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

  • Two (2) years of experience supporting Windows 7/8.1/10
  • Experience providing user support of desktop and software technologies
  • Working knowledge of Microsoft Active Directory, Network topology and how it interacts with a desktop environment
  • Working knowledge of systems-management software (SCCM or equivalent)
  • Knowledge of enterprise mobile device management such as Blackberry UEM or equivalent
  • Ability to support mobile devices and technology

**Applicants must meet the Minimum Qualification and Special Condition requirements by the final filing date unless otherwise noted. **

Note: Applicants who meet the minimum qualifications are not guaranteed to advance through all of the steps in the selection process.

VERIFICATION OF EXPERIENCE AND/OR EDUCATION:

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:

Supplemental Questionnaire Examination (Weight: 100%):

Candidates who meet the Minimum Qualifications will be invited to complete the Supplemental Questionnaire Examination; this exam is designed to measure knowledge, skills and/or abilities in job-related areas which may include but not be limited to: knowledge of database, spreadsheet concepts, and data processing methods; knowledge of and ability to work with common operating systems; critical thinking skills; problem solving, organizational and time management, interpersonal skills, written and oral communication, and customer service skills.

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

A passing score must be achieved on the Supplemental Questionnaire Examination in order to continue in the selection process.

The above test components are considered standardized and, therefore, test questions and answers are not available for public inspection or review.

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): 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.

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 of 6 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.smartrecruiters.com/CityAndCountyOfSanFrancisco1/.

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

How to Apply

Applications for City and County of San Francisco jobs are only accepted through an online process. Visit https://careers.smartrecruiters.com/CityAndCountyOfSanFrancisco1/ and begin the application process.

• Select the “I’m Interested” 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.

If you have any questions regarding this recruitment or application process, please contact the exam analyst, Valerie Tieu, by telephone at (415) 557-5031 or by email at Valerie.tieu@sfgov.org. 

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.