IT Operations Support Administrator III – Information Technology - San Francisco Human Services Agency (1093) (142862)

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

Application Opening– February 21, 2024

Application Deadline– March 5, 2024

Compensation:$99,658.00 - $123,578.00 Yearly

https://careers.sf.gov/classifications/?classCode=1093&setId=COMMN

List ID: PBT–1093-142862; RTF0142861-01065737

At the San Francisco Human Services Agency, we believe in a San Francisco where everyone has the opportunity and support to achieve their full potential. We are comprised of the Department of Benefits and Family Support, and the Department of Disability and Aging Services, and are united by our commitment to deliver essential services that support and protect people, families, and communities.From financial, nutritional and employment support to child and adult protective services, health care coverage, affordable childcare, and in-home services for older adults and persons with disabilities, our team lends support for all in need.Our Commitment to Racial EquityAs we work towards our vision of an inclusive San Francisco, we embrace our responsibility to root out systemic racism by creating services and a workforce which reflect the lived experiences and strengths of the people we serve. We are committed to fostering a work environment where our differences are celebrated and everyone has what they need to thriveno matter their race, age, ability, gender, sexual orientation, ethnicity, or country of origin. Click here to learn more about what this commitment looks like in action.Under general direction, the IT Operations Administration III provides first-level desktop, software, application, and other technical support for multiple Local Area Networks (LANs) or data center operational support for multiple, distinctive computers, mobile devices and their networks. The incumbent installs, maintains, and enhances software, hardware and peripherals; and other help desk functions to support customers.The IT Operations Administrator III also coordinates user training, performs data and access protection processes, and performs related work which may include computerized data input and record maintenance.ESSENTIAL DUTIES AND FUNCTIONSAccording to Civil Service Commission Rule 109, the duties specified below are representative of the range of duties assigned to this job class and are not intended to be an inclusive list; may include additional duties as assigned.

Perform complex technical and operational IT support work and systems administration and/or lead the work of others engaged in routine technical and operational IT support.

Provide technical assistance to users; communicate with users and other technical staff to determine and communicate needs; recommend interfaces; assist technical staff in providing estimates; may consult on feasibility, costs and benefits of additions or enhancements.

Perform help desk functions for more complex problems, including problem tracking, analysis, resolution, escalation, and coordination.

Conduct application problem resolution; determine and clearly define problems; coordinate definitions with programmers and vendors, and/or operators; may write code as required.

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.

Follow-up on open trouble tickets and request for final resolution.

Follow up on defined and documented Service Desk solutions, processes, and procedures.

Perform end-user and application administration support duties for more complex requests.

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.

Organize, prioritize, and distribute work assignments to subordinate staff as-needed, to lead the work of others engaged in routine technical and operational IT support.

Mentor, train, and provide input into evaluation of subordinate staff as-needed.

Work with local site engineers and desktop administrators to resolve complex problems and implement service requests.

Inform management and clients of severe problems; follow up towards a solution.

Keep customers informed and updated on the status of escalated problems and requests.

1.Education:

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 60 semester or 90 quarter credits/units with a minimum of 20 semester or 30 quarter credits/units in computer science or a closely related field];

AND2.Experience: Three (3) years of experience performing analysis, installation, and technical support in a network environment.Education Substitutions:

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 30 semester units / 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.

SPECIAL CONDITIONS

Valid CA driver's license C

Three (3) years of experience performing Customer Support for IT

The ability to lift 35 pounds

NOTE: The above minimum qualifications reflect special conditions associated with the position to be filled. They may differ from the standard minimum qualifications associated with this classification.Applicants must meet the Minimum Qualification and Special Condition requirements by the final filing date unless otherwise noted. DESIRABLE QUALIFICATIONS:The stated desirable qualifications may be considered at the end of the selection process when candidates are referred for hiring.

Experience using Service Now

Microsoft System Center Configuration Manager Experience

Note: Applicants who meet the minimum qualifications are not guaranteed to advance through all the steps in the selection process.VERIFICATION OF EXPERIENCE AND/OR EDUCATION: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-requirementsNote: 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 work experience, education, training, and other information substantiating how you meet the minimum qualifications must be included on your application by the filing deadline. Information submitted after the filing deadline will not be considered in determining whether you meet the minimum qualifications.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 Procedures:Supplemental Questionnaire Examination (Weight: 100%):Candidates who meet the Minimum Qualifications will be invited to complete the Supplemental Questionnaire Examination; this exam is designed to measure knowledge, skills and/or abilities in job-related areas which may include but not be limited to: knowledge of common operations system and relational databases; installation, maintenance of software/hardware; analytical skills, communication, customer service, and leadership.Candidate scores on this examination may also be applied to other announcements involving other job titles, when directed by the Human Resources Director.A passing score must be achieved on the Supplemental Questionnaire Examination in order to continue in the selection process.The above test components are considered standardized and, therefore, test questions and answers are not available for public inspection or review.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.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 Six (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.pdfTerms 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 (https://sfdhr.org/information-about-hiring-process)

Conviction History

Employee Benefits Overview (https://sfdhr.org/benefits-overview)

Equal Employment Opportunity (https://sfdhr.org/equal-employment-opportunity)

Disaster Service Worker (https://sfdhr.org/disaster-service-workers)

ADA Accommodation

Veterans Preference (http://sfdhr.org/information-about-hiring-process#veteranspreference)

Seniority Credit In Promotional Exams

Right to Work (https://sfdhr.org/information-about-hiring-process#identification)

Copies of Application Documents

Diversity Statement (https://sfdhr.org/information-about-hiring-process#diversitystatement)

How to ApplyApplications for City and County of San Francisco jobs are only accepted through an online process. Visit https://careers.smartrecruiters.com/CityAndCountyOfSanFrancisco1/ (https://careers.smartrecruiters.com/CityAndCountyOfSanFrancisco1/%20) and begin the application process. Select the “I’m Interested” button and follow instructions on the screenApplicants 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. If you have any questions regarding this recruitment or application process, please contact the exam analyst, Ridwan Mohamednur, by telephone at (415) 605-5672 or by email atridwan.mohamednur@gmail.comAll 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 vaccinated against COVID-19 as a condition of employment. For details on how it is applicable to your employment, please clickhere (https://sfdhr.org/sites/default/files/documents/Job-Opportunities/COE-COVID-19-Vaccination-Requirements.pdf) .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.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.