Job Description

The 1093 IT Operations Support Administration III, ** __** under general supervision, serves as a primary Help Desk technician responsible for providing outstanding customer service, technical phone support, documentation, configuration, installation and maintenance of desk and laptop computers and peripherals, mobile device configuration, service level reporting, technical problem resolution, problem escalation, technical project participation, and system monitoring. This position is also responsible for maintaining a close working relationship with our business customers and business partners to drive resolution and advancing proactive efforts to improve customer satisfaction with technology services.

You are excited about this opportunity because you will:

• Maintain appropriate technical knowledge required to resolve technical issues, relating to software applications, workstations, laptops, and printers. Ensure proper functioning of desktop and printing equipment. Install and configure computer hardware and software. Maintain equipment and software and keep it operational.
• Perform help desk functions. Responds to phone calls and e-mails related to problems involving all major computer applications, systems, workstations, and printers; provides technical and procedural assistance and recommends solutions to correct malfunctions.
• Actively participate in ITT projects from a technical perspective.
• Ensure accurate entry and routing of customer requests. Participate in the administration of daily activities of staff including trouble ticket generation/resolution, equipment check-out/in and vendor relations. Document procedures used to resolve problems. Communicates with customers effectively in writing and verbally.
• Be responsible for the configuration, implementation and support of Desktop computers used by security operations.
• Participate in the administration of Help Desk staff training procedures, policies, and knowledge base materials. Participate in change management and disaster recovery processes.
• Be responsible for triage, escalation, and notification for technical issues. Coordinates and/or performs hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications.
• Establish and enforce Help Desk service level agreements in consultation with customers to establish problem resolution expectations and time frames. Mentor and train Help Desk team members to ensure that customer service standards are maintained.
• Be responsible for Active Directory updates. Provides 1st Level Cyber Security Support. Work closely with various IS administrators/service technicians, both internal and external, to provide hardware and software support to systems throughout the Airport. Order and maintain all Cell phones, Smart phones, and tablets.
• Monitor technical support activities for computer systems and equipment to ensure proper functioning; communicates with users regarding resolution of problems, and continuously updates trouble tickets from Service Now. Prepare weekly reports on the Help Desk service level performance. Analyze performance of Help Desk activities and document resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems. Track and analyze trends in Help Desk requests and generate statistical reports.
• Perform other functions outlined in the __1093 IT Operations Support Administrator III __ job classification

Qualifications

Minimum Qualifications:

Education: Requires an associate degree in computer science or a closely related field from an accredit-ed college or university OR its equivalent in terms of total course credits/units [i.e., at least six-ty (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: Three (3) years of experience performing analysis, installation, and technical support 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.

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.

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

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

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 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
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 an MQSQ that will be emailed as part of the online 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.

Supplemental Questionnaire Evaluation (Weight: 100%)
Candidates who meet the minimum qualifications will be sent 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.

A passing score on the Supplemental Questionnaire must be achieved in order to be placed/ranked on the eligible list. Candidates will be placed on the eligible list in rank order according to their final score.

Note: Applicants who meet the minimum qualifications are not guaranteed to advance through all of the steps in the selection process.

Transportation Security Administration (TSA) Security Clearance :
Candidates for employment with the San Francisco Airport Commission are required to undergo a criminal history record check, including FBI fingerprints, and Security Threat Assessment in order to determine eligibility for security clearance and may be required to undergo drug/alcohol screening. Per Civil Service Commission Rule Section 110.9.1, every applicant for an examination must possess and maintain the qualifications required by law and by the examination announcement for the examination. Failure to obtain and maintain security clearance may be basis for termination from employment with the Airport Commission.

Additional Information

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 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-2023-24.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.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
• Right to Work
• Copies of Application Documents
• Diversity Statement

HOW TO APPLY

Applications for City and County of San Francisco jobs are only accepted through an online process. Visit https://careers.smartrecruiters.com/CityAndCountyOfSanFrancisco1/ and begin the application process.

• Select the “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.

If you have any questions regarding this recruitment or application process, please contact exam analyst Yevette Ivy Solmoro at yevetteivy.sugabosol@flysfo.com

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.