Career Opportunity

IT Service Desk Administrator III (1093) - DPH

Recruitment: REF6994H

Published: April 05, 2022

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

About:

Announcement Amendment Date(s):

• 3/31/22 - Updated to display change in rule to Rule of 10.
• 4/5/22 - Announcement set to close 4/8/22.

Interested applicants are encouraged to apply immediately, as the announcement may close at any time

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

The Department of Public Health is accepting applications in class 1093 Service Desk Administrator III. 

• Application Opening: Friday, March 18, 2022
• Amended Application Deadline: Friday, April 8, 2022.
• Application Deadline: To Be Determined, but not before Friday, April 1, 2022.
• Compensation: $90,376- $112,034 annually
• Recruitment ID: PBT-1093-109339

Role description

Under the general direction of the Service Desk Manager or a higher-level Administrator, the IT Service Desk Administrator III supports 24/7 IT Service Desk operations providing for the needs of the 8,000+ users of the Department of Public Health’s technology infrastructure. Support locations include San Francisco General Hospital, Laguna Honda Hospital, City Jail Health Services, remote health centers, and mental health clinics. 

Essential Duties:

The IT Customer Service Administrator III (1093) performs the following essential job functions:

• Provides full range of service desk functions including but not limited to L1/2 support for incoming technical issues, incident management, problem management, request management, issue escalation, and coordination or technical resources required to resolve issues impacting the environment.
• Provides timely response to user incidents and requests, including accurately documenting work performed in service management tool. 
• Ensures work performed is carried out within agreed service levels and in accordance with department guidelines.
• Creates, reviews, and/or updates technical documentation and service procedures for use by Service Desk personnel and others in supporting operations.
• Uses enterprise remote management tools, ex SCCM, RDP, Rescue Assist, Teradici to resolve user issues.
• User access management, including account creation and deletion, user security, environment access rights, email account creation, email environment management, and other related functions.
• Monitors performance of the desktop infrastructure and make suggestions for improving efficiency.
• Provides clear and accurate advice or guidance to user questions around incidents or technology requests.
• Performs work related to disaster recovery, such as system backup/restoration, operational support at a disaster recovery site, or other activities deemed necessary during an emergency.
• Participates and/or lead assigned projects
• Attends meetings as directed.

The IT Customer Service Administrator III (1093) also performs other related duties 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 experience performing analysis, installation, and technical support in a network environment;  AND
3. EXPERIENCE: Three (3) years of experience working in customer service support for IT in a call center or service desk role; AND
4. EXPERIENCE: Two (2) years of experience working with Windows Desktop and Client Servers troubleshooting Windows Operating Systems; AND
5. EXPERIENCE: Two (2) years of experience working with Windows Operating Systems such as Windows 10 Desktop.

The experience requirements for this position could have been gained concurrently.

One year of full-time employment is equivalent to 2,000 hours of work experience (2,000 hours of qualifying work experience is based on a 40-hour work week). Any overtime hours that you work above 40 hours a week are not included in the calculation to determine full-time employment.

The above minimum qualifications reflect special conditions associated with the position(s) to be filled. They may differ from the standard minimum qualifications associated with this class code.

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.

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

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

• Android / iOS device management experience.
• Apple Mac OS.
• Scripting language: Jscript, Powershell, C++, or similar.
• Experience working in a Healthcare environment.

Important Note: Please be clear in your application exactly how you meet the minimum qualifications listed above. The information entered in your Smart Recruiters application will be used to determine whether you meet the minimum qualifications. A resume cannot substitute for the need to fully complete your employment application.

Verification of Experience: http://sfdhr.org/getting-job#verification Applicants may be required to submit verification of qualifying education and experience at any point during the recruitment and selection process.

Verification of Education: 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.

What else should I know?

SELECTION PROCEDURES

Minimum Qualification Supplemental Questionnaire (Weight: Qualifying): Applicants will be required to complete a Minimum Qualification Supplemental Questionnaire that will be emailed. Applicants will be required to respond to the MQSQ in the time frame indicated, and submit their answers as directed. 

Supplemental Questionnaire (Weight: 100%):
Qualified candidates will be sent a Supplemental Questionnaire (SQ) exam that must be completed by the set date. Candidates will be evaluated on their relative knowledge, skill, and ability levels in job-related areas. A passing score must be achieved on the SQ to be placed/ranked on the Eligible List. Candidate responses on the Supplemental Questionnaire cannot be changed once submitted. Candidates will be placed in rank order according to their final score on the SQ.  

The department may administer additional position-specific selection procedures to make final hiring decisions.

Candidate scores on these examinations may also be applied to other announcements involving other job titles, when directed by the Human Resources Director.

Specific information regarding this examination process is listed below:

• Eligible List duration resulting from this examination process will be 12 months.
• Certification Rule for the eligible list resulting from this examination will be Rule of 10 Scores.

In line with the Official Public Health Order to slow the spread of COVID-19, “shelter-in-place” has been issued for all San Francisco residents that is expected to be in effect until further notice. As a result, Department of Human Resources (DHR)’s office (located at 1 South Van Ness Avenue, 4th Floor, San Francisco, CA 94103) is currently closed to the general public. If you have any questions, please feel free to email the Exam Analyst listed at the end this job ad.

All your information will be kept confidential according to EEO guidelines.

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. [Note: The correction of clerical errors in an announcement may be posted 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 110.4. Such appeals must be submitted in writing to the Department of Human Resources, 1 S Van Ness Avenue, 4th Floor, San Francisco, CA 94103-5413 by close of business on the 5th business day following the issuance date of this examination announcement. Information concerning other Civil Service Commission Rules involving announcements, applications and examination policies, including applicant appeal rights, can be found on the Civil Service Commission website at http://sfgov.org/civilservice/rules.

ICARE: Willingness to uphold/abide by ZSFG’s ICARE (I-Introduce, C-Connect, A-Ask, R-Respond, E-Exit) philosophy for employee and patient interactions: https://zuckerbergsanfranciscogeneral.org/about-us/.

Statement on Equity, Diversity, and Inclusion: The Department of Public Health prioritizes equitable and inclusive access to quality healthcare for its community and values the diversity of its workforce. All employees are required to participate in the Department of Public Health's work to advance equity, inclusion, and diversity through: 

• Commitment to providing exceptional care and services to all residents of the City and County of San Francisco service population, with heightened awareness of responsiveness to racially, ethnically, and culturally diverse members of the service population and the DPH workforce. 
• Desire and commitment to lead and participate in anti-racism, racial justice, and equity work that improves quality of patient care and employee experiences; along with the commitment and fortitude to drive change in these areas. 
• Desire to work with, relate to, serve, and support a diverse service population and workforce. 
• Commitment to health equity with a specific lens and focus on race, ethnicity, gender, sex, sexuality, disability, and immigration status.

A COVID-19 Vaccine Booster is required for all San Francisco Department of Public Health employees as a Condition of Employment effective March 1, 2022.

Medical Examination/Drug Testing: Prior to appointment, at the Department's expense, applicants may be required to take a tuberculosis (TB) screening test, a medical examination and/or drug test. Medical Examination Information

Personal Protective Equipment (PPE) Some positions in the Department of Public Health will require the use of personal protective equipment (PPE), including but not limited to gloves, gowns, eye and face protection, and face-fitting respirators. The requirement for the use of PPE may come on short or no notice. Facial hair or any condition that interferes with a face-fitting respirator’s seal (i.e., interferes with the seal between the respirator and the wearer’s bare skin) is not permitted when face-fitting respirators are worn, including during initial or periodic respirator fit-testing. Employees who choose not to shave and do not have either American Disabilities Act (ADA) or Equal Employment Opportunity (EEO) Accommodations do not have the right to alternate work assignments or the option of using a loose-fitting Powered Air Purifying Respirator (PAPR) in place of a Face Fitting Respirator.

Additional Information Regarding Employment with the City and County of San Francisco:

• Information About The Hiring Process
• General Information concerning City and County of San Francisco Employment Policies and Procedures
• 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 

Questions: If you have any questions regarding this recruitment or application process, please contact the analyst, Maggie Gonzalez Diaz at margarita.gonzalez-diaz@sfdph.org.

CONDITION OF EMPLOYMENT:  All City and County of San Francisco employees are required to be vaccinated against COVID-19 as a condition of employment.  For details on how it is applicable to your employment, please click here.

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.