Career Opportunity

IT Operations Support Administrator III - Department of Homelessness and Supportive Housing (1093) - (143972)

Recruitment: RTF0143971-01134654

Published: June 05, 2024

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

About:

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

Application Opening: June 5, 2024
Application Deadline: June 21,2024
Compensation Range: $99,658 - $123,578 annually
Recruitment ID:   RTF0143971-01134654 (143972)

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) funds and administers a system of care that shelters, houses, and serves approximately 14,000 people daily, services primarily managed and delivered by community-based nonprofit community-based organizations. 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. HSH strives to make homelessness in San Francisco rare, brief, and one-time, through the provision of coordinated, compassionate, and high‐quality services.

Role description

The Department of Homelessness and Supportive Housing has an exciting opportunity for an experienced, energetic, motivated and team-oriented individual to join our IT support team.  At the HSH, we are building a mission driven IT team with a can-do attitude.  This individual reports directly to the IT Director as the operations support team lead to monitor the incoming customer requests and assign them to appropriate system engineers or support admins to ensure efficient and effective technical support for our staff.

As the operations support team lead, this individual will work on onboarding/offboarding requests which include but not limited to provisioning or de-provisioning software licenses, reimaging computers, add or remove access rights, and provide basic/general IT trainings to new employees as part of the onboarding process.  This individual will support HSH staff with a customer centric philosophy and troubleshoot issues in the most efficient manner to get the users back to work, document the problems, causes, steps taken to resolve any incidents and any follow-ups to fulfill the requests, and follow up with users to make sure problems had been resolved prior to closing the tickets.  

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

The essential functions of this position may include but are not limited to:

• Assigns IT requests to appropriate IT Operations Support Administrators or IT specialists via ServiceNow; lead the work of others engaged in routine technical and operational IT support.
• Installs, configures, repairs, maintains, and upgrades printer/network/hardware and peripherals at various hotels, shelters, and navigation centers.
• Research hardware and software technologies; leads the work in software and hardware procurement; purchases necessary hardware, software, manuals, and the like; prepares procedures documentation.
• Ensure that the vendor’s products or services comply with the city’s cybersecurity requirements by conducting a Third-Party Cybersecurity Risk Assessment review for any technology products or services procured for department operations.
• Make sure all procurements are in compliance with Office of Contract Administration’s policies and guidelines.
• Installs, enhances, and maintains computers, system update management, peripherals, and mobile device configuration.
• Troubleshoots or assists with problem resolution with staff at headquarters, hotels and shelters as well as those in the field.
• Adds and deletes users, including their configurations, security rights and access rights.
• Maintains accurate and up-to-date IT inventory not limited to PCs, laptops, mobile/desk phones and monitors.

How to qualify

Education:

Requires an associate degree in computer science or a closely related field from an accredit-ed college or university OR its equivalent in terms of total course credits/units [i.e., at least six-ty (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:

Three (3) 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 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.

Special Condition:

Two (2) years of professional journey-level experience working with the Windows Operating System 

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:
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) (no weight): 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.
• Supplemental Questionnaire Evaluation (Weight: 100%): Candidates will be sent a Supplemental Questionnaire that must be completed by the set date. Candidates will be evaluated on their relevant knowledge, skill and ability levels in job-related areas which may include but not be limited to: knowledge of on-site broad based technical, operational and analytical problem-solving support, knowledge of installation and maintenance of software, hardware, networks, and peripherals,  knowledge of common operating systems and relational database systems, ability to use logic and analysis to solve computer and systems problems, ability to use logic and analysis to solve computer and system problems, skill to analyze data and information in order to determine consequences and to identify and select alternatives, skill to communicate effectively orally and in writing, skill to exercise decisiveness and creativity required in situations involving the evaluation of information against judgmental criteria. A passing score must be achieved on the Supplemental Questionnaire in order to be placed/ranked on the Eligible List.

Tuberculosis Screening: Prior to appointment, applicants may be required to take a tuberculosis (TB) screening test.

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.

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 careers.sf.gov. 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:
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 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.

Exam Analyst Information: If you have any questions regarding this recruitment or application process, please contact the exam analyst Tony Won at tony.won@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.