Job Description

Essential Functions:

According to Civil Service Commission Rule 109, the duties specified below are representative of the range of duties assigned to this job code and are not intended to be an inclusive list.

Under general direction, the Technology Support Technician performs a full range of system administration and data center operational activities for a large network of mini-computers, multiple Local Area Networks (LANs) or several computers with different and distinct platforms which includes Network Operations Center (NOC). The Technology Support Technician effectively manages network and computer operations, develops ad hoc desk level system instruction, and provides ongoing and remedial user training; establishes and performs data and access protection processes; and integrates hardware operating systems and program applications.

1. Design, install, administer, maintain, and upgrade operating systems such as DOS, Unix, Apple, and Windows.
2. Monitor, operate, and enhance complex computers of distinctive platforms and onsite or remote communication systems; develop, design and implement problem solutions using standard analysis techniques and document solutions.
3. Analyze, design and develop operational procedures; review, analyze, and resolve operational problems; apply automation tools to resolve operational problems.
4. 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.
5. Configure user data, security rights and access rights.
6. Install, configure, repair, maintain, and upgrade hardware and peripherals; install and enhance applications.
7. Conduct application problem resolution; determine and clearly define problems; coordinate with programmers and vendors and/or operators; may write code as required.
8. Provide technical assistance to users.
9. Assess user training needs; develop training programs and materials.
10. Perform Help Desk functions for more complex problems, including problem tracking, analysis, resolution, escalation, and coordination.
11. Research hardware and software technologies; plan for future requirements.
12. Prepare specifications; solicit and evaluate vendor bids; purchase necessary hardware, software, manuals, etc.
13. Prepare standard procedures documentation.
14. Perform and monitor more complex scheduled job executions on multiple, distinct computer platforms.
15. Perform work related to security and disaster recovery needs such as system backup and/or restoration, including operational support at a recovery site.
16. Perform all related duties as assigned.

Supplemental Information

Essential duties require the following physical skills and work requirements: Some positions may require sufficient strength and coordination for lifting, pushing, pulling and/or carrying the weight of computer equipment. May require bending, stooping and/or crawling in order to install or repair computer or printer cables. May require hand/eye coordination and manual dexterity for semi-skilled movements, such as taking apart casings, installing parts, reconnecting computers and data entry. This position may require rotational, shift and overtime work. May be required to travel to and work at a disaster recovery site, which may be located out of state, to resume data center operations after a disaster.

Please note that incumbents in this classification may be required to perform duties as listed in the class specification, which can be found on DHR’s website: https://careers.sf.gov/classifications/

Qualifications

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.

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 of full-time employment is equivalent to 2000 hours. (2000 hours of qualifying work experience is based on a 40-hour work week.) Any overtime hours that you work above forty (40) hours per week are not included in the calculation to determine full-time employment .

Every application is reviewed to ensure that you meet the minimum qualifications as listed in the job ad. Please review our articles on Employment Application and Minimum Qualifications and Verification of Experience and/or Education for considerations taken when reviewing applications.

Special Condition:

• Possession of a valid CA Driver License

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.

Desirable Qualifications:

The stated desirable qualifications may be considered at the end of the selection process when candidates are referred for hiring.

• Proficient knowledge of common operating systems
• Experience building Windows Images
• Experience supporting mobile devices including iPhone and Android
• Experience in configuring a Mobile Device Management (MDM) platform, preferably Microsoft Intune
• Experience supporting Macs
• Experience with Information Technology Infrastructure Library (ITIL)
• Experience managing key System Center applications including SCCM, SCSM, and SCOM
• Proficient in supporting Office 365 users particularly regarding email
• Experience supporting VoIP phones, preferably Microsoft Teams
• Experience supporting video and web conferencing
• Experience in managing endpoint security products like Microsoft Defender
• Experience setting up and supporting video surveillance cameras
• Ability to work in a fast-paced and constantly changing environment
• Ability to relate the goals of IT service support to business goals
• Ability to focus on customer satisfaction, with strong interpersonal skills and responsiveness
• Ability to drive process improvement to continually improve service and reduce costs
• Ability to establish good working relationships with employees, other IS professionals, departmental end users, vendors, and contractors and prioritize competing requests for service
• Strong communications skills and experience working alongside other IT and business management professionals.

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 Procedure:

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

** Training and Experience Evaluation / Supplemental Questionnaire (Weight - 100%)** : Candidates who meet the minimum qualifications for this position will receive a Supplemental Questionnaire via email following the closing date of this job announcement. Candidates will be evaluated on their relative knowledge, skill and ability levels in job-related areas. It is important that the information provided on the supplemental application be accurate and complete. All statements made on the application materials are subject to verification.

A passing score must be achieved on the supplemental questionnaire in order to be ranked on the eligible list. The department may administer additional position-specific selection procedures to make final hiring decisions.

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/score report resulting from this examination process will be 24 months and may be extended with the approval of the Human Resources Director.

To find Departments which use this classification, please see the city’s Position Counts by Job Codes and Departments.

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.sf.gov/.

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 / Seniority Credit in Promotional Exams / Right to Work /Copies of Application Documents /Diversity Statement /SFMTA Employee Wellness Program

How to Apply:
Applications for City and County of San Francisco jobs are only accepted through an online process.

1. Visit Careers with Purpose | City and County of San Francisco (sf.gov)
2. Type "1094" in to the "Search by class or keyword" field.
3. Click the link to open the Job Announcement.
4. Select the “Apply Now” 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 from notification@careers.sf.gov 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.

Exam Analyst Information: If you have any questions regarding the exam process, you may contact the exam analyst at Madeleine.Chanbanchong@sfmta.com. Recruitment ID: PBT-1094-155168

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.