Career Opportunity

IT Operations Support Administrator IV, MIS - Controller's Office (1094) - 138714

Recruitment: RTF0138712-01129221

Published: December 04, 2023

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.

Controller’s Office

The Controller is the City’s chief financial officer.  Our team includes financial, technology, analytical, and other professionals who work hard to secure the City’s financial integrity and promote efficient, effective, and accountable government.  We hold ourselves to high standards and strive to be a model for good government.  We value the diverse backgrounds, perspectives and lived experiences of our teams and clients in everything we do.  We work in a collaborative and inclusive environment, promote equal opportunity, and invest in the professional development and well-being of our team members.  You can expect to work alongside colleagues who are committed to serving the public with integrity and want to see positive impacts from their work.  We are looking for smart, motivated individuals who want to make a difference and use government to play a role in solving our City’s issues, including addressing long-standing and harmful disparities in our communities.  For a career with purpose and professional growth, join us in the Controller’s Office!

Administration & Finance Division

The Administration & Finance Division is our internal support division, serving over 300+ Controller's Office employees. The Division manages the Controller’s Office:

• Internal Human Resources & Hiring
• Controller's Office Payroll
• Controller's Office Budget
• Contracts
• Accounting and Financial Reporting
• Management Information System (MIS) / Information Technology (IT)
• Facilities and Operations
• Emergency Management
• Public Information & Records Requests
• Administrative Services

Specific information regarding this recruitment process are listed below:  

• Application Opening:  12/4/23
• Application Deadline:  12/15/23

Role description

Position Description: 

Under general direction of the MIS Support Supervisor, the IT Operations Support Administrator IV supports primarily technical and financial staff for a medium network with about 330 users, up to 50 contractors and over a dozen core applications using a ticket system to manage support requests.  The major job responsibilities break down into the following segments:

End User Support: Primarily hired to focus on needs for the Systems Division as well as all users.  Provide audio/visual support for trainings, conferences, and events.

• Support users on-site, remotely and by responding via email to best resolve requests for users via ticket system.
• Act as level 1-3 support and escalate tickets as needed to either support supervisor or other entity (DT Telecom/DT Help Desk).
• Support lead for Systems Division, primary support for that location, including managing all on-site technology, special networking requests for specific VLAN access to desks, managing IP phones and all public/large event technology.
• Refresh computers and other hardware as needed and/or according to refresh plan.  This includes managing specific image builds for PCs used by systems group.
• Publish IT announcements for CON staff as needed in our SharePoint site or via email if more urgent.
• Analyze ticket metrics to propose streamlining any MIS operations.

Asset Management: Maintain and report on all hardware and software asserts to supervisor.  Recommend purchases for spare parts, repairs and peripherals.  Arrange for hardware disposal via Virtual Warehouse.

• Keep all hardware and software assets up to date.
• Work with MIS manager to determine hardware refresh needs for the department.
• Manage assets for check out including loaner laptops, Wi-Fi access points and AV equipment such as printers.
• Recommend to MIS manager when hardware needs to be ordered and what specifications if the computer models change over time.
• Manage the disposal of old hardware and software via the virtual warehouse.
• Manage all Virtual Warehouse processes including tracking all assets and capital assets disposed of.
• Act as lead for Asset Tracker software and ongoing improvements. 
• Manage the destruction, data erasure and disposal of hard drives, backup tapes and other media with sensitive data.
• IT Procurement Receipts Recorder Role: Enter receipts for IT purchases so invoices can be processed. 

Assistant Security Analyst: This position requires responsibilities to assist the departmental security officer and, in some cases, cover those duties.  These duties include:

• Create and manage access for all non-staff accounts.  This includes VPN group creation, VPN group assignment, POI creation and updating information in the POI tracker. 
• Assist in review of professional services contracts to define MACs (methods/access/controls) for risk analysis.
• Assist in submitting suppliers for Cyber Readiness Assessment and tracking requests for Cyber Risk Certificates.
• Respond to initial security concerns including Phishing emails, Virus/Malware alerts or alerts from our own endpoint software.  Isolate hosts if necessary and remove emails from all mailboxes if risk is found.
• Route documents for signatures using DocuSign.
• Guide staff in creating new processes around sensitive data handling as they are needed. 
• Assist in DLP (data loss prevention) system alerts and system adjustments.  Advise staff how to prevent issues.
• Review Security portal for Shadow IT risks and follow up with users.
• Assist in ESF18/COOP/DP3R disaster planning.
• Work with system administrator to implement new security initiatives tour computers, endpoint security, GPO and networking accesses and increase availability of logs for audit.
• Report weekly to departmental security officer any new concerns or proposals to further reduce risk.
• Perform other duties as assigned.

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.

License and Certification:

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.

In addition to the Minimum Qualifications listed above, this position has additional requirements. In order to qualify for any of this position, applicants must meet the following Special Conditions:

Three (3) years experience with Microsoft Exchange Email Systems.  Verifiable and recent experience in Microsoft Exchange/ Microsoft Office 365 enterprise e-mail systems.

Three (3) years experience with Customer Support for IT.  Verifiable and recent experience working on a technical help desk in a ticketing and workflow environment, performing basic desktop hardware/software troubleshooting and support.

Three (3) years experience with Enterprise Network Directories Experience.  Verifiable and recent experience in Enterprise Network Directories with experience in Microsoft Active Directory.  

Desirable Qualifications: 

The stated desirable qualifications will be used to identify job finalists at the end of the selection process when candidates are referred for hiring.

• Possession of a Bachelor's Degree in Computer Science from an accredited College or University.    
• IT Support work experience in the Public Sector (Government or Nonprofit). 
• Microsoft Office 365 GCC Tenancy Experience.
• Demonstrated understanding of purchasing, services contracting, construction contracting and / or supplier management in a large government or highly regulated environment.
• Customer Service Oriented;
• Experience as a help desk technician or other customer service role;
• Familiarity with ITIL practices
• Familiarity with Freshservice or other Service Desk tool;
• Tech savvy with working knowledge of office automation products;
• Proven Ability to quickly understand new applications;

What else should I know?

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 applicants, including City employees, must provide written verification of qualifying education needed to meet the minimum qualifications and Special Conditions. Copies of transcripts must be submitted to verify college education. Incumbency in a class with the same education requirements may be reason to waive this requirement for current city employees. Verification of qualifying experience may be required. If requested, verification must be signed by the employer or the employer’s authorized representative on the employer’s business letterhead, and must include the name of the applicant, job title(s),dates of employment, and description of job duties performed. If the qualifying experience was performed on a part-time or as-needed basis, the total number of hours worked, or average hours worked per week must also be included. City and County employees shall receive credit only for the duties of the class to which appointed or assigned unless sufficient and credible documentation is provided to verify performance of other duties.
Employees may receive credit for duties not usually performed by incumbents in a class if their employee file contains contemporaneous documentation that the duties were assigned and performed. By way of example but not limitation, records that describe and verify the out-of-class assignment that may be accepted as documentation include a valid performance appraisal completed during the normal evaluation period, payroll records filed at the time of the assignment and Notice of Assignment. Credit for duties not usually performed by incumbents in a class based on non-contemporaneous documentation shall require the certification of the Appointing Officer and the approval of the Human Resources Director.
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.

Selection Procedures:

Applications will be screened for relevant qualifying experience. Additional screening mechanisms may be implemented in order to determine the applicants’ qualifications. Only those applicants whose backgrounds best match the position will be invited to participate in the selection process. Applicants meeting minimum qualifications are not guaranteed advancement in the selection process.

After application submission, candidates deemed qualified must complete all subsequent steps to advance in this selection process, which includes the following:

Minimum Qualification Preliminary Questionnaire (Weight: Qualifying) Candidates will be required to complete a Questionnaire as part of the employment application. This is designed to obtain specific information regarding an applicant's experience in relation to the Minimum Qualifications (MQ) for this position. The questionnaire will be used to evaluate if the applicant possesses the required minimum qualifications. 

Supplemental Examination (Weight: 100%)
Candidates who meet the minimum qualifications and Special Condition will be emailed a Supplemental Questionnaire. The Supplemental Questionnaire is designed to measure the knowledge, skills and abilities required for this position.  All candidates’ responses to the Supplemental Questionnaire are subject to verification. All relevant experience, education and/or training must be included in the responses in order to be reviewed in the rating process.

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.

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 here.

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.

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

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.