Career Opportunity

Desktop and Application Support Technician - Dept. of Emergency (1094-IT Operations Support Administrator IV)

Recruitment: RTF0139980-01106152

Published: October 24, 2023

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

About:

Application Opening: September 21, 2023  
Application Deadline: File Immediately. This announcement may close at any time after 5:00 pm on October 5, 2023   
Compensation Range: $118,534 - $146,900 Annually    

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/.  

Appointment Type: Temporary Provisional. This is NOT a permanent appointment. A provisional appointee must participate and be successful in a Civil Service examination for this classification and be selected through an open competitive process in order to be considered for permanent appointment. Provisional appointments may not exceed three (3) years. 

Role description

Under general direction, the 1094 Desktop and Application Support Technician performs a full range of system administration, data center operational activities for a large network of mini-computers, multiple Local Area Networks (LANs) or several computers with different and distinct platforms.   In addition, the Desktop and Application Support Technician provides extensive desktop support to the user community either deskside or remotely. The Desktop and Application Support Technician effectively manages network and computer operations, provides backup support to the Service Desk, provides ongoing and remedial user training; establishes and performs data and access protection processes; and integrates hardware operating systems and program applications. 

 The essential functions of this position include, but are not limited to, the following: 

• Analyze, troubleshoot and deliver Microsoft cloud solutions on Azure and Office 365 platforms 
• Implementation of new Office 365 features and functionality (Microsoft Teams, Office 365 Groups, Planner, PowerApps, ) and migrations to a target cloud O365 tenant, whether on-prem to cloud, cloud-to-cloud or external productivity to cloud. 
• Evaluate needs and deliver solutions using OneDrive, Teams, SharePoint and other O365 collaboration 
• In-depth knowledge of Authorization & Authentication in Microsoft hybrid environment and experience with Azure AD including Single Sign On (SSO) and Multi Factor Authentication (MFA) 
• Assist in developing and implementation of support strategies for the various Office 365 applications – Migration of resources etc. 
• Effectively translate technical specifications, errors, and business logic through written and verbal communications to both technical and non-technical customers 
• Addressing users tickets and request for issues regarding hardware, software and networking. Be the main point of escalation for any desktop support request. 
• Assisting customer onsite/remotely through installation and configuration applications and computer peripherals. Including, deployment of system-wide software and network updates. 
• Provide IT network and customer support to users within DEM or through remote-access systems. 
• Assist users with step-by-step instructions to resolve the issues reported thru our Service Desk group. Document procedures and resolution of issues. 
• Designing, installing, administering, maintaining and upgrading operating systems including Apple and Windows; analyzing, researching, and testing changes in operating systems and system software on multiple computers for compatibilities, performance, and capabilities in operational matters; and deploying new or enhanced system tools. 
• Monitoring, operating and enhancing complex computers of distinctive platforms and on-site or remote communications systems; developing, designing and implementing problem solutions using standard analysis techniques and documenting solutions. 
• Interfacing with users and engineers to determine and communicate needs; consulting on feasibility, costs and benefits of additions or enhancements; recommending interfaces; assisting technical staff in gathering estimates for parts/upgrades. 
• Adding and deleting users; configuring user data, security rights and access rights. 
• Installing, configuring, repairing, maintaining and upgrading hardware and peripherals; installing and enhancing applications. 
• Conducting application problem resolution; determining and clearly defining problems; coordinating with engineers and vendors, and the user community 
• Providing technical assistance to users; assessing and coordinating user training. 
• Performing Service Desk functions for more complex problems, including ticket generation, problem tracking, analysis, resolution, escalation, and coordination. 
• Researching hardware and software technologies; planning for future requirements. 
• Evaluating specifications; soliciting and evaluating vendor quotes; purchasing necessary hardware, software, manuals, etc. 
• Preparing standard procedures documentation. 
• Performing and monitoring more complex scheduled job executions on multiple, distinct computer platforms. 
• Performing work related to security and disaster recovery needs such as system backup and/or restoration, including operational support at a recovery site. 

How to qualify

Education: 
Requires 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: 
Four (4) years of experience performing analysis, installation, technical support, and system administration in a network environment; of which two years of experience must include working on a technical help desk in a ticketing and workflow environment, performing basic desktop hardware/software troubleshooting and support. 

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). Any overtime hours that you work above 40 hours per week are not included in the calculation to determine full-time employment. 

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

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. 

DESIRABLE QUALIFICATIONS:  

• Analyze, troubleshoot and deliver Microsoft cloud solutions on Azure and Office 365 platforms 
• Implementation of new Office 365 features and functionality (Microsoft Teams, Office 365 Groups, Planner, PowerApps, ) and migrations to a target cloud O365 tenant, whether on-prem to cloud, cloud-to-cloud or external productivity to cloud. 
• Evaluate needs and deliver solutions using OneDrive, Teams, SharePoint and other O365 collaboration 
• In-depth knowledge of Authorization & Authentication in Microsoft hybrid environment and experience with Azure AD including Single Sign On (SSO) and Multi Factor Authentication (MFA) 
• Assist in developing and implementation of support strategies for the various Office 365 applications – Migration of resources etc. 
• Effectively translate technical specifications, errors, and business logic through written and verbal communications to both technical and non-technical customers 

Verification of Education and Employment: 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. 

What else should I know?

SELECTION PROCEDURE: 

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 for an interview. 

Notes:  Applicants who meet the minimum qualifications are not guaranteed advancement through all the steps in the selection procedure. 

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 
• Right to Work 
• Copies of Application Documents 
• Diversity Statement 

Statement on Diversity, Equity, and Inclusion: At the City and County of San Francisco, we share a commitment to a diverse, inclusive and equitable community. Each member of our organization is responsible and accountable for what they say and do to make San Francisco an inclusive and equitable place to live and work by employing fair and just practices to and for all. 

HOW TO APPLY 
Applications for City and County of San Francisco jobs are only accepted through an online process. Visit careers.sf.gov 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.   

Exam Analyst Information: If you have any questions regarding this recruitment or application process, please contact Angie Ignao at angie.ignao@sfgov.org  

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.