IT Operations Support Admin IV - SFPUC (1094)

14 Nov 2024

Vacancy expired!

Job Description

Under general direction, the 1094 IT Operations Support Admin IV serves as the technical authority for operational activities in addition to performing the most complex technical and operational support work, project management, systems analysis , and systems and network administration which may include computers, peripherals, and mobile device configuration, or a combination of these activities working in a large network with multiple Local Area Networks (LANs) or in a major data center with multiple and distinct computers, servers and associated networks; researches problems, plans solutions, develops operational procedures, recommends software and systems; develops cost analysis, design considerations, and implementation timelines; provides ongoing and remedial user training; establishes and performs data and access protection processes; integrates hardware, operating systems and program applications; and performs the most difficult and highly complex duties of an IT unit.

Essential Functions:

  • Perform highly complex technical and operational IT support work, and systems analysis and administration and/or lead the work of others engaged in routine to complex IT support; organize, prioritize and may distribute work assignments; may mentor, train and provide input into evaluation of subordinate staff; may oversee IT operations in the absence of a supervisor.
  • Analyze, design and develop operational procedures; review, analyze, and resolve operational problems; apply automation tools to resolve operational problems.
  • Analyze and recommend procedures consistent with departmental directives, policies and regulations; document process and procedures in ServiceNow knowledgebase
  • Install, operate, administer, maintain and upgrade complex operating systems; provide technical assistance to users; assist in the transition of data between systems on multiple platforms.
  • Perform as ServiceNow Queue manager; receive and process tickets in ServiceNow, verify issue with end user; escalate and route appropriately to supporting team
  • Performs help desk functions for more complex problems, including coordinating the development and implementation of problem resolutions; coordinate hardware, software and service repairs.
  • Administer and maintain Microsoft Intune system
  • Interface with users, engineers, and other analysts for multi-department system projects and system related activities to meet the needs of the department.
  • Assist with designing the growth of the systems and networks; monitor and enhance complex computer and telecommunications systems; assist in developing City/County standards for LAN/WAN administration.
  • Review plans for software and hardware equipment and services; develop detailed specifications; research and evaluate software and hardware technologies; consult on feasibility, costs and benefits of additions or enhancements; participate in the request for proposal process; oversee the maintenance inventories; plan for equipment needs; research, evaluate and test hardware and software products; coordinate hardware and software purchases; prepare procedures documentation.
  • 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 hotsite or a recovery site.
  • Import mobile device assets in ServiceNow Asset Management module
  • Work directly with contractors and vendors.
  • Perform project management activities on operations projects.
  • Assess user training needs; develop training programs and materials.
  • Attend meetings; represent the unit on committees as necessary.
  • Class 1094 IT Operations Support Admin IV performs other related duties as required.

Note:This position is required to report on site five days a week; May occasionally be called to work weekends and holidays as needed.

Qualifications

EducationRequires 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.

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.

Special Conditions

  • Two (2) years experience for ITCustomer Support
  • One (1) year experiencewith ServiceNow Technical Support
  • Ability to lift 40 pounds

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.

DesirableQualifications:

  • Experience and administration withMicrosoft Intune
  • Experience and administration withMaas360
  • Experience withApple Business Manager

Verification:

Applicants may be required to submit verification of qualifyingeducationandexperienceat any point during the recruitment and selection process.

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.

Additional Information

Application Opening - November 12, 2021Application Deadline - November 29, 2021

SALARY RANGE:$109,330- $135,486/year.

BenefitsIn addition to a competitive salary, the City and County of San Francisco offers great benefits which include:medical and dental insurance; retirement plan; deferred compensation plan; Social Security; paid holidays, vacation, and sickdays and more. For more information, clickbenefits.

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

  1. Minimum Qualification Supplemental Questionnaire (Qualifying)
  2. Supplemental Questionnaire Essay (100%)

Once the application is closed, qualified candidates will be sent aa separate link to complete the MQSQ and Supplemental Questionnaire Essay. Each notice will include the deadline and failure to complete these steps by the established deadlines will result in disqualification.

Minimum Qualification Supplemental Questionnaire (MQSQ):Candidates who meet minimum qualifications will be invited via a separate link to complete a Minimum Qualification Supplemental Questionnaire as part of the online employment application. This MQSQ is designed to obtain specific information regarding an applicant's experience in relation to their this position.

Supplemental Questionnaire (Weight 100%):The purpose of the Training and Experience Supplemental Questionnaire is to evaluate the experience, knowledge, skills and abilities that candidates possess in job-related areas, which have been identified as critical for this position and include, but are not limited to: Knowledge of common operations system and relational databases; installation, maintenance of software/hardware; analytical skills, communication, customer service, and leadership.

Examination Information

Eligible List Duration: Twelve(12) months.

Certification Rule:Rule of Seven (7).

Exam Type: Combined, Promotiveand Entrance

This is a Position Based Test conducted in accordance with Civil Service Rule 111A. 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 and, if so, an amended note will be posted on this official job announcement.

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.

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 Human Resources Analyst listed on this announcement.

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

Exam Analyst Information:If you have any questions regarding this recruitment or application process, please contact the exam analyst, Michelle Cheeat

[emailprotected]

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 clickhere.

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.

  • ID: #22765369
  • State: California Sanfrancisco 94102 Sanfrancisco USA
  • City: Sanfrancisco
  • Salary: USD TBD TBD
  • Job type: Full-time
  • Showed: 2021-11-14
  • Deadline: 2022-01-11
  • Category: Et cetera