Career Opportunity
IT Operations Support Administrator III – Department of Technology–1093-135191
Recruitment: RTF0135190-01117162
Published: July 24, 2023
Apply using SmartRecruiters, the City and County of San Francisco's application portal.
Job class: 1093-IT Operations Support Administrator III
Salary range: $105,768.00 - $131,144.00
Role type: Permanent Civil Service What does this mean?
Hours: Full-time
Exam type: Position Based Test
Rule: Rule of 10
List type: Combined Promotive and Entrance
About:
Why Work for the Department of Technology (DT)? DT is the centralized technology services provider in the City and County of San Francisco (CCSF). We deliver technology infrastructure and services to approximately 33,000 employees! With an annual operating budget of over $140M and approximately 260 employees, DT provides a host of services that range from Public Safety radio and wiring and Network services to Enterprise Support and the Cloud.
Benefits of Working for CCSF: In addition to challenging and rewarding work, the City provides a generous suite of benefits to its employees.
Job security, pension, and robust retirement options
Competitive pay with consistent bi-yearly or yearly increases
Generous paid time off, family leave, and more!
Diverse work environment in a diverse city
Union protections and representation
Career development and growth — move between departments, learn on the job, or take subsidized/reimbursed classes!
PEOPLE-CENTERED SOLUTIONS — have a powerful, meaningful effect on the community each day with people at the heart of every solution!
CLOSING THE DIGITAL DIVIDE — bring the benefits of the internet to low-income and marginalized residents!
SHINE A LIGHT ON WHAT MATTERS — join an award-winning production team at SFGovTV to help residents watch legislators or learn more about what makes this City great!
DRIVE INNOVATION — deliver new, cutting-edge technology to residents and city partners to help San Francisco serve its residents!
The Endpoint Services team at the Department of Technology provides enterprise class services to San Francisco City departments. We are a service-oriented and dynamic group consisting of 10 members with a focus on partnering with our clients to support their missions. Our services include providing “First Call Resolution” services to our city wide and vendor clients. Onboarding of new departments and Users. Provide enterprise technical support, remediations and provisioning of Windows, macOS and IOS devices. Also, we provide technical support for multiple propriety applications, Office 365, communication\service applications and more.
We are seeking an experienced Endpoint specialist with a background in using services such as Azure, Microsoft SCCM, JAMF and Intune to join our team. This position will be responsible for supporting the Department of Technology and supported City Departments level one networking, endpoint devices imaging\configurations and deployments, software management, email support, endpoint device security\device update patching and remediations. Project and task management, Active Directory administration support duties, ServiceNow ticket management and ticket resolution escalation to DT support teams. Department runbook and Client instruction documentation. Provide professional, courteous, and outstanding customer service daily to all customers.
This is a Position-Based Test conducted in accordance with CSC Rule 111A.
Application Opening: 07/24/2023
Application Deadline: 08/07/2023
Compensation Range: $97,474.00 - 120,848.00
Recruitment ID: # 135191
We offer flexibility with a hybrid remote and in-person work environment with a minimum of 20% of time spent in our office in San Francisco, California (Must be a California resident).
Role description
- Perform complex technical and systems administration. Also provide, assist, or lead the work of others engaged in routine technical and operational IT support for Client Departments.
Organize and prioritize assigned projects and daily task workload. Also provide ticket queue management (Open, assign, resolve or escalate tickets).
Provide mentoring, training and provide input into evaluation of subordinate staff.
Install, administer, maintain, and upgrade operating systems and applications. Install, configure, repair, maintain and upgrade hardware and peripherals.
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.
Provide ongoing support to clients leveraging the services. Handle customer complaints by providing appropriate solutions and follow up to ensure resolution. Log all transactions into the ServiceNow ticketing system. Support the phone queue (Provide clients value service, First Call Resolution and active listening)
Perform help desk functions for more complex problems, including problem tracking, analysis, resolution, escalation, and coordination.
Add, modify, and delete users accounts, including their configurations, security rights and access rights.
Conduct application problem resolution; determine and clearly define problems; coordinate definitions with programmers and vendors, and/or operators; may write code as required.
Research hardware and software technologies; prepare specifications; purchase necessary hardware, software, manuals, and the like; prepare procedures documentation.
Perform a full range of data center operational activities.
Perform and monitor more complex scheduled job executions on multiple, distinct computer platforms, including performing regularly scheduled backups and archives, and tape management functions, including offsite storage for backup tapes.
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.
Perform work related to security and disaster recovery needs such as system backup and/or restoration, including operational support at a disaster recovery site or a recovery site.
Assess and coordinate user training.
How to qualify
These minimum qualifications establish the education, training, experience, special skills and/or license(s) which are required for employment in the classification. Please note, additional qualifications (i.e., special conditions) may apply to a particular position and will be stated on the exam/job announcement.
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 filed].
Experience: Three (3) years of experience performing analysis, installation, and technical support in a network.
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(s):
One-year full-time employment is considered equivalent to 2000 hours (2000 hours of qualifying work experience is based on a 40-hour work week). Any overtime hours that you work above forty (40) hours per week are not included in the calculation to determine full-time employment.
A valid out-of-state driver’s license is acceptable during the application process. A valid California driver's license must be obtained prior to appointment and maintained throughout employment.
Applicants must meet minimum qualification requirements by the final filing date unless otherwise noted.
Employees for the City and County of San Francisco may submit performance evaluations showing duties performed to verify qualifying City experience. City employees will receive credit for the duties of the class to which appointed. Credit for experience obtained outside of the employee's class will be allowed only if recorded in accordance with the provisions of Civil Service Commission Rules.
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.
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 PROCEDURE/EXAMINATION REQUIREMENTS
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. It is very important that you complete and submit this questionnaire by the deadline. Incomplete or late submittals may result in your disqualification from further consideration.
Supplemental Questionnaire (Weight 100%): Candidates deemed to meet the minimum qualifications will be invited to participate in a Supplemental Questionnaire designed to measure their relative knowledge, skills and abilities in job-related areas, which may include, but not be limited to: knowledge of On-site broad based technical, operational, analytical problem-solving support; Installation, maintenance, expansion and upgrading of software, hardware, networks, and peripherals; Scripting languages; Common operating systems and relational database systems; Interactive or macro-based applications Supporting Knowledge of Active Directory, Microsoft System Center Configuration Manager (SCCM), Azure, Intune, Teem or Just Another Management Framework (JAMF); Training techniques; Functional requirements, structured systems or procedures analysis; Ability and Skill to 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; read and understand professional journals and literature; prioritize competing requests for service.
A passing score must be achieved to be ranked on the eligible list.
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., because 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 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.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:
HOW TO APPLY:
Applications for City and County of San Francisco jobs are only accepted through an online process. Visit https://careers.sf.gov and begin the application process.
Select the “Apply Now” button or 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.
All your information will be kept confidential according to EEO guidelines.
Exam Analyst Information: If you have any questions regarding this recruitment or application process, please contact the exam analyst at [Gina.Lapez@sfgov.org]. PBT-1093-135191 [CPE]
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.