Career Opportunity

IT Operations Support Administrator III - SFPD (1093)

Recruitment: RTF0141752-01151811

Published: March 18, 2024

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

About:

Who We Are: The San Francisco Police Department was established in 1849 and continually strives to become a more effective, inclusive and modern police department, while earning the trust and pride of those we serve and those who serve.  Our goal is to reflect on current SFPD initiatives, assess best practices across the country, and evaluate the changing environment in policing and within the City to arrive at a strategy statement that the Department and our community can embody every day.

The San Francisco Police Department stands for Safety and Respect for All. We will engage in transparent unbiased and responsive policing. We will do so in the spirit of dignity and in collaboration with the community. And we will maintain and build trust and respect as the guardians of Constitutional and human rights.

The San Francisco Police Department is committed to excellence in law enforcement and is dedicated to the people, traditions and diversity of our City. The department provides service with understanding, response with compassion, performance with integrity and law enforcement with vision. The department has grown into a nationally known police department providing law enforcement services to one of the most recognized cities in the United States.

Specific information regarding this recruitment process are listed below:

• Application Opening: March 18, 2024
• Application Deadline: March 27, 2024
• Recruitment ID: PBT-1093-141753
• Compensation: $99,658 - $123,578 Annual
• Reporting Location: SFPD Headquarters, 1245 3rd Street, San Francisco, CA 94158
• Work Schedule: Full time, Monday - Friday, Hybrid Telecommuting work schedule available inline with CCSF policy, not a full remote position and must report to SFPD Headquarters.

Role description

Under general supervision and direction from the Technology Services Director, the IT Operations Support Administrator (OSA) is responsible for providing technical support and maintenance of existing server hardware & software infrastructure. This job requires handling support request via phone, web or email and keeping support request tracking system updated. You will be acting as a Tier 2 support representative for desktop and end-user applications. It is expected that you resolve end-user reported issues in a timely fashion within targeted goals. Establish end-users trust in Service Desk Operations by providing excellent customer service.

Essential Duties: 

1. Perform complex technical and operational IT support work and systems administration and/or lead the work of others engaged in routine technical and operational IT support; organize, prioritize and may distribute work assignments; may mentor, train and provide input into evaluation of subordinate staff.

2. Install, administer, maintain and upgrade operating systems; install, configure, repair, maintain and upgrade hardware and peripherals; install and enhance applications.

3. Monitor, operate and enhance complex computers of distinctive platforms, including mainframe, mid-range servers, and desktop computers, mobile devices, and communications systems, on-site or remote; develop, design and implement problem solutions, using standard analysis techniques; document eventual solutions.

4. Provide technical assistance to users; communicate with users and other technical staff to determine and communicate needs; recommend interfaces; assist technical staff in providing estimates; may consult on feasibility, costs and benefits of additions or enhancements.

5. Perform help desk functions for more complex problems, including problem tracking, analysis, resolution, escalation, and coordination. Communicate resolution status updates in a timely manner to the user, and to the manager on any manager assigned incidents or service requests. 

6. Add and delete users, including their configurations, security rights and access rights.

7. Conduct application problem resolution; determine and clearly define problems; recreate issues in test or sandbox environment, troubleshoot using utilities, logs and traces, as needed. Collaborate with peers, team leads, vendor support, use knowledge base, to drive resolution.

8. Research hardware and software technologies; prepare specifications; purchase necessary hardware, software, manuals, and the like; prepare procedures documentation.

9. Analyze, research, and test changes in operating systems and system software on multiple computers for compatibilities, performance, and capabilities in operational matters; and deploy new or enhanced system tools.

10. Assess and coordinate user training.

11. Perform other related duties and responsibilities as assigned.

How to qualify

1. 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].

AND

2. Experience: Three (3) years of professional full-time 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.
  • Completion of a one (1) year State (DAS) Information Technology apprenticeship program equivalent to the City and County of San Francisco’s 1090 IT Operations Support Training Program may substitute for the required education.

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

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

• Possession of a bachelor's degree in computer science or a closely related field from an accredited college or university.
• Experience in supporting Virtual Desktop Infrastructure (VDI).
• Experience in supporting applications hosted in cloud such as AWS and Azure.
• Professional experience in help desk support for main and satellite offices.
• Professional experience utilizing law enforcement software.

Verification of Education and Experience: 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, or disqualification.

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): Candidates will be required to complete a MQSQ as part of the employment application at a later time. 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.

Written Exercise Examination (Weight 100%): The Written Exercise Examination Questionnaire is an in-person exam and contents will be evaluated and scored. The purpose of the Written Exercise Exam is to evaluate the experience, knowledge, skills, and abilities that candidates possess in job-related areas which have been identified as critical for this position. These may include but are not limited to:

• On-site broad based technical, operational, analytical problem solving support; Installation, maintenance, expansion and upgrading of software, hardware, networks and peripherals  Computer languages; Common operating systems and relational database systems; Interactive or macro-based applications; Data processing methods; Training techniques; Functional requirements, structured systems or procedures analysis;  Work effectively 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; Analyze data and information using established criteria, in order to determine consequences and to identify and select alternatives; Advise and provide interpretation to others on how to apply policies, procedures and standards to specific situations; Train others; Exercise decisiveness and creativity required in situations involving the evaluation of information against judgmental criteria; Design and implement local, wide area and communication networks; Prioritize competing requests for service.

Qualified candidates will be sent email notices to complete the MQSQ and details pertaining to the written exam. Failure to complete these steps by the established deadlines will result in disqualification. 

A passing score must be achieved on the exam to be placed on the eligible list and continue in the selection process. 

Candidates will be placed on the eligible list in rank order according to their final score. Candidate scores on this examination may also be applied to other announcements involving other job titles when directed by the Human Resources Director. The department may administer additional position-specific selection procedures to make final hiring decisions.

Certification: The certification rule for the eligible list resulting from this examination will be Rule of Ten (10). Additional selection processes may be conducted by the hiring department prior to making final hiring decisions.

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.

Upon approval of the Human Resource Director (see Civil Service Rule 111A.26.5), the eligible list/score report resulting from this announcement may be used by other departments that also use this classification or a similar classification.

To find other Departments which use this classification, please see https://sfdhr.org/sites/default/files/documents/ASO-Level-Chart.pdf?documentID=21246

What else should I know?

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.

Background Investigation: Prior to employment with the San Francisco Police Department, a thorough background investigation will be conducted to determine the candidate’s suitability for employment. The investigation may include, but not be limited to: criminal history records, driving records, drug/alcohol screening, and other related employment and personal history records. Reasons for rejection may include use of  controlled substances and alcohol, felony conviction, repeated or serious violations of the law, inability to work with co-workers, inability to accept supervision, inability to follow rules and regulations or other relevant factors. Candidates may be required to undergo  drug/alcohol screening, and must clear Department of Justice and Federal Bureau of Investigation fingerprinting. Criminal records will be carefully reviewed; candidates who do not report their complete criminal records on their applications will be disqualified. Applicants will be fingerprinted.

Recruiter Information: If you have any questions regarding this recruitment or application process, please contact the Human Resources analyst, Danny Wan at danny.wan@sfgov.org.

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

SFPD Recruitment: https://www.sanfranciscopolice.org/your-sfpd/careers

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.