Career Opportunity

Senior Desktop Support Lead - Department of Technology (1094)

Recruitment: REF2943L

Published: May 11, 2022

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

About:

IMPORTANT: Your application MUST include responses to the supplemental questionnaire found HERE.

Applicants must complete the supplemental questionnaire prior to starting the online application process.  Application will not be reviewed without completed supplemental questionnaire.

The Department of Technology is the centralized technology services provider within San Francisco City & County government, delivering technology infrastructure and services to approximately 33,000 employees and 800,000 residents. The department has an annual operating budget of over $130M and contains over 220 employees. Core service areas include: Infrastructure and Operations, Technology Security, Service Delivery & Management, Enterprise Applications, Project Management Office, Public Safety Systems & Wiring, Affordable Housing Broadband, Technology Administration, Policy & Governance and IT Public Communications. 

Role description

Position:

The Department of Technology Service Desk is the single point of contact between city users and the department of Technology. The primary functions of the Service Desk are incident control, life cycle management of all service request and communicating with the customer.

The Senior Desktop Support Lead provides complex technical support and assistance clients via email, phone, or in person. Addresses and responds to customer inquiries on services, including installation, operational functions, troubleshooting, and maintenance. Being a Sr. Desktop Support Lead role provides customers with preventive maintenance and configuration recommendations to improve product usability, performance, and customer satisfaction. Documents client interactions, including details of inquiries, complaints, comments, and actions taken in Service Now. Additionally, the Sr. Desktop Support Lead will provide supervision to operations support staff this also includes guiding the activities of the people who preform work, training and evaluating performance. The Sr. Desktop Lead possesses a deep understanding of the organization's products and services and in SharePoint; define and document operating processes and procedures; inform management and clients of severe problems; work with local site administrators to resolve problems and implement service requests; perform Active Directory administration support duties. Provide professional, courteous and outstanding customer service daily to all customers. Perform related duties as assigned

Essential Job Duties and Functions: 

• Handle customer complaints provide appropriate solutions and alternative within the time limits; follow up to ensure resolution, log all transactions in Service Now ticketing system.
• Provide accurate and complete information by using the right methods and tools.
• Strong phone contact handling skills and active listening.
• Direct request and unresolved issues to the designated resource.
• Open and resolve Service Now Tickets.
• Desktop support/Imaging equipment.
• Ability to effectively direct & mentor team junior team members
• Strong experience with Windows OS and general Microsoft platform technologies
• Patch (OS and software) deployment remediation experience
• Experience with Desired Configuration Management (DCM) tools
• Understanding of common application technologies (e.g. Office, Internet Explorer)
• Self-motivated
• Office 365/Microsoft Exchange Experience
• Review and maintenance of team engagement methods, documentation standards, and process work flow
• Peripheral device support and maintenance (e.g. printers, scanners, monitors, etc.)
• Maintenance of the hardware inventory system
• Device driver maintenance and update
• Provide insight and guidance on device model BIOS configuration and standardization
• General client software support (e.g. Adobe Reader, FLASH, Java, etc.)
• Collaboration in enforcing software licensing entitlements (ensuring said entitlements are not exceeded) and hardware inventory tracking
• Service Desk phone support as needed.
• Provides technical and functional supervision for a unit of operations support staff.
• Perform related duties as assigned

Job Type:

The Permanent Exempt - Full Time position is excluded by the Charter from the competitive civil service examination process and shall serve at the discretion of the appointing officer. The anticipated duration of this project position is twenty-four (24) months and will not result in an eligible list or permanent civil service hiring.

Nature of Work:

Candidate must be willing to work a 40-hour week as determined by the department, on-call support and occasional weekend work is required. 

Work Location:

Incumbent will conduct the majority of work at the Department of Technology, located at One South Van Ness Avenue, 2nd floor. However, there may be situations where the incumbent will be required to work at other sites throughout the City of San Francisco as necessary. The department is currently working in a hybrid model; however, telecommuting options are available upon the appointing officer’s approval and at the appointing officer’s discretion.

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 as a Service Desk Analyst providing technical support using a help desk management system such as HP Service Manager/ Service Now. 

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.

Desirable Qualifications: 

• Excellent customer service skills; strong written, oral and listening skills. 

• Strong communication and problem-solving skills. 

• Demonstrate ability to interact with customers over the telephone and in-person in a pleasant, professional, and courteous manner.  
• Ability to work independently with minimal supervision. 
• PBX, VOIP and telecom experience, ITIL certified, MAC certification. 
• Prior supervision experience.
• (5) years of recent experience in a technical support role which includes supporting workstations and printers on a Microsoft Active Directory Network on a medium-to-large corporate environment.  This experience must include administering Microsoft Windows 10, Mac Support and Microsoft Office Suite 2013/2016
• All experience must have been gained within the last seven (7) years.

Note: 

1. Medical Testing: Prior to appointment, eligible candidates must successfully pass the TB testing process. 

2. Security Clearances & Background Investigations: Positions in this classification may require that successful candidates who become eligible for appointment may be required to go through a background investigation to determine the candidate’s suitability for employment in this classification. Factors considered in the investigation may include employment history, use of illegal/controlled substances. Reasons for rejection based on this investigation may include, but not limited to: applicable convictions, repeated or serious violations of the law, inability to accept supervision, inability to follow rules and regulations, falsification of application materials and/or other relevant factors. Failure to obtain and maintain security clearance may be basis for termination. 

What else should I know?

Compensation:  $52.5625 - $65.1375 hourly / $109,330 - $135,486 (annual)

How to Apply:

• Applicants are encouraged to apply immediately as this recruitment may close at any time, but not before November 26, 2021 at 11:59PM.
• Important:
  • Your application MUST include a resume.  To upload, please attach using the "additional attachments" function.
  • Please complete this supplemental questionnaire in addition to submitting this application.

You may contact Carol Wong via email at carol.x.wong@sfgov.org with questions regarding this opportunity.

Late or incomplete submissions will not be considered. Mailed, hand delivered or faxed documents/applications will not be accepted.

Right to Work:

All persons entering the City and County of San Francisco workforce are required to provide verification of authorization to work in the United States.  Please be informed that the Department of Technology will not sponsor visa applications/transfer.

Conviction History
Employee Benefits Overview
Equal Employment Opportunity
Benefits

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.