Job Description

Under the direction of the Computer Operations Manager, the 1094 IT Operations Support Administrator IV serves as the technical authority for operational activities in addition to performing complex technical and operational support work, project management, systems analysis, systems and network administration which may include computers, peripherals, mobile device configuration, or a combination of these activities. Duties include researching problems, planning solutions, developing operational procedures, recommending software and systems, developing cost analysis, evaluating design considerations, and setting implementation timelines. Directs imaging of all software and data from a configured public and staff computers and replicates configuration to other computers. Responsible for Today’s Business Solutions configurations while imaging/replicating public computers. Responds to service inquiries including workstation installation, operational functions, troubleshooting, and maintenance of desktop and laptop lifecycle throughout the public library. Provides professional, courteous, and excellent service to all levels of the San Francisco Public Library.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• 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.
• 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.
• Performs help desk functions for more complex problems, including coordinating the development and implementation of problem resolutions; coordinate hardware, software and service repairs.
• Interface with users, engineers, and other analysts for multi-department system projects and system related activities to meet the needs of the department.
• 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.

Qualifications

These minimum qualifications are to be used as a guide for establishing the education, training, experience, special skills and/or license which may be required for employment in the class. Although these minimum qualifications are typical of the class, additional minimum qualifications and special conditions may apply to a particular position and will be stated on the job announcement.

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.

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

• Experience with Today’s Business Solutions computer time and print management systems 
• Experience in creating a Windows OS reference image and corresponding software for building/capturing for mass deployment 
• Implement and maintain upgrades/updates/patches/fixes/scripting/imaging for core operating systems and their related components using an endpoint management suite  
• Experience with Deep Freeze/Group Policy Management or other public PCS security configuration systems 
• Experience with managing Active Directory and O365 Exchange Admin

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 here.

Verification of qualifying experience, when requested, must be documented on the employer's business letterhead and must include the name of the applicant, job title(s), dates of employment, description of job duties performed, and signature of the employer or the employer’s authorized representative. Experience claimed in self-employment will only be accepted if supported by documents verifying income, earnings, business license and experience comparable to minimum qualifications above. Copies of income tax papers or other documents listing occupation and total earnings must be submitted. Employees of the City and County of San Francisco may submit performance evaluations showing duties performed to verify qualifying City experience. City employees will receive credit for the duties of the class to which appointed. Credit for experience obtained outside of the employee's class will be allowed only if recorded in accordance with the provisions of Civil Service Commission Rules. Verification may be waived if impossible to obtain. The applicant must submit a signed statement explaining why verification cannot be obtained. Waiver requests will be considered on a case-by-case basis. Failure to provide the required verification, or request for waiver when requested may result in rejection of the application.

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.”

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

SELECTION PROCEDURES: MINIMUM QUALIFICATION SUPPLEMENTAL QUESTIONNAIRE (WEIGHT: QUALIFYING): Candidates will be prompted to complete a Supplemental Questionnaire as part of the online employment application. This Minimum Qualification Supplemental Questionnaire is designed to obtain specific information regarding an applicant's experience in relation to the Minimum Qualifications for this position. Applicants must also complete the official application. It is essential that applicants provide complete information in identifying their education, experience and training. The Minimum Qualification Supplemental Questionnaire will be used to evaluate if the applicant possesses the required minimum qualifications.

SUPPLEMENTAL QUESTIONNAIRE (WEIGHT: 100%): Candidates who met the minimum qualifications will be emailed the supplemental questionnaire to the address listed on the candidates’ online application. Candidates will be required to respond to the supplemental questionnaire in the time frame indicated and must submit the completed questionnaire as directed in order to have it evaluated. Responses cannot be changed once submitted. Candidates will be evaluated based on their supplemental questionnaire responses. Candidates must achieve a passing score on the supplemental questionnaire in order to continue in the selection process and will be placed on the confidential eligible list in rank order according to their final score. After the confidential eligible list is adopted the department may administer additional selection procedures to make a final hiring decision. The supplemental questionnaire has been designed to measure knowledge, skills and/or abilities in job-related areas which may include, but not be limited to: knowledge of library print and time management solutions like TBS Papercut print server, EZ Scan Stations, MyPC Booking, Cloud E-Printing, and TBS Server settings; knowledge of imaging Windows SCCM/MDT, WinPE, DISM, Norton Ghost, Macrium Reflect, Acronis True Image; knowledge of Active Directory, O365 Exchange Admin, Group Policy, Windows OS, Windows Server OS; communication is the ability to convey oral and written information clearly and directly to an audience of diverse background; organizational skills are the systematic approaches organized to tackle multiple tasks and deadlines in a structured way; problem solving is the ability to apply algorithms, practical methods, and various shortcuts to produce solutions that are sufficient given a limited timeframe; planning is activities required to achieve the desired implementation of software updates and desktops/laptops readiness for use; computer software is the knowledge of the use of various software integration to work harmoniously to provide various services to staff and patrons; research is the ability to evaluate information appropriateness on its usefulness for department hardware/software improvement; customer service is the ability to providing timely, attentive, service to staff and patrons, and making sure their needs are met in a manner that reflects positively on the department.

CERTIFICATION RULE: The certification rule used for the eligible list resulting from this selection procedure will be the RULE OF THREE SCORES. Additional position-specific selection mechanisms may be conducted by the hiring department prior to making final hiring decisions.

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 twelve (12) months, and may be extended with the approval of the Human Resources Director.

Upon approval of the Human Resource Director (see Civil Service Rule 111A.26.5), the eligible list resulting from this announcement may be used by other departments that also use this classification or a similar classification. To find other Departments which use this classification, please see http://www.sfdhr.org/Modules/ShowDocument.aspx?documentID=21246.

Additional Information

TERMS OF ANNOUNCEMENT: 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 General Information concerning City and County of San Francisco Employment Policies and Procedures Benefits Overview ADA Accommodation Veterans Preference 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 the Senior Human Resources Analyst, Raymond Wang, by telephone at (415) 437-4829, or via email: raymond.wang@sfpl.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.