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Career Opportunity

IT Operations Support Administrator IV – Information Technology - San Francisco Human Services Agency (1094) (132878)

Recruitment: RTF0132877-01090296

Published: August 22, 2023

Contact:

Miguel Campos Salas - miguel.campos@sfgov.org

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

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Department: Human Services Agency
Job class: 1094-IT Operations Support Administrator IV
Salary range: $124,254.00 - $153,946.00
Role type: Permanent Civil Service What does this mean?
Hours: Full-time
Exam type: Position Based Test
Rule: Rule of 7 What does this mean?
List type: Combined Promotive and 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 direction of the Desktop Supervisor, the incumbent will lead an 8x5 Service Desk operations team, supporting over 2500 employees. The ideal candidate will be adept in solving problems, team building, and be data friendly. This position serves as the technical authority for operational activities in addition to performing the most complex technical and operational support work, project management, systems analysis, and systems and network administration, which may include: computers, peripherals, and mobile device configuration, or a combination of these activities working in a large network.

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. Lead the HSA Service Desk team and daily operations.
  2. Implement ITIL concepts ensuring all work processes are planned, documented, tested, and consistently reviewed for improvement opportunities.
  3. Ensure Service Desk is aware of all projects, initiatives, or changes that impact services.
  4. Help promote the Service Desk within organization as the primary means of interacting with IT.
  5. Lead service desk improvements. Develop new ways to interact with the service desk, such as chat and developing customer knowledge bases.
  6. Actively participate in meetings such as: change, release, asset, and problem management meetings.
  7. Sustain a culture of continuous process improvement; actively seeking input from internal and external stakeholders.
  8. Track customer satisfaction survey trends to identify problem areas, identify root problem, create, and apply countermeasures to prevent future occurrences.
  9. Develop performance targets reflecting customer expectations. Create dashboards and reports measuring success in meeting targets against industry benchmarks.
  10. Train service-desk staff on new technologies or coordinate training with other IT subject matter experts.

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];

AND

2) Experience: Four (4) years 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 30 semester units / 45 quarter units with a minimum of 10 semester / 15 quarter units in computer science or a closely related field.

SPECIAL CONDITIONS

  1. Twenty-four (24) 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.
  2. Possession of a valid California driver's license.
  3. This position requires the ability to lift up to 40 lbs.

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.

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

DESIRABLE QUALIFICATIONS:

  • Experience supervising/leading a team in an IT setting
  • Experience using a Help Desk ticketing system
  • Experience with Microsoft System Center Configuration Manager

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 common operations system and relational databases; installation, maintenance of software/hardware; analytical skills, communication, customer service, and leadership.

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 Six (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, Miguel Campos-Salas, by telephone at (415) 557-5185 or by email at miguel.campos@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.