Job Description

Under the direction of 0941 Manager VI, Technology Support Manager, the IT Operations Support Administration II 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; service level reporting, technical problem resolution, problem escalation, technical project participation, and system monitoring.  The position is also responsible for maintaining a close working relationship with our business customers.

The essential functions of this position include:

• Maintain appropriate technical knowledge required to resolve technical issues, relating to software applications, workstations, laptops, and printers.
• Communicate with customers effectively in writing and verbally.
• 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.  Respond to phone calls and e-mails related to problems involving all major computer applications, workstations, and printers; provide technical and procedural assistance and recommend 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.
• Participate in the administration of Help Desk staff training procedures, policies and knowledge base materials.
• Responsible for the triage, escalation, and notification for technical issues.
• Coordinate and/or perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications.
• Participate in the disaster recovery processes.
• Establish and enforce Help Desk service level agreements in consultation with customers to establish problem resolution expectations and timeframes.
• Responsible for Active Directory updates.
• Executive Suite desktop and peripheral support.
• Provide 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.
• Monitor technical support activities for computer systems and equipment to ensure proper functioning; communicate with users regarding the resolution of problems, and continuously update trouble tickets from Service Now.
• Prepare weekly reports on the Help Desk service level performance.
• Analyze the performance of Help Desk activities and document resolutions, identify problem areas and devise and deliver solutions to enhance the quality of service and to prevent future problems.
• Track and analyze trends in Help Desk requests and generate statistical reports.
• Lift and carry objects and equipment weighing up to 40 pounds.
• Perform other duties as assigned.

Qualifications

EDUCATION:  Possession of an Associate’s 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]; AND  EXPERIENCE:  One (1) year of experience performing analysis, installation, and technical support in a network environment. 

SUBSTITUTION:  Additional qualifying experience as described above may substitute for the required education on a year-for-year basis (up to a maximum of 2 years). Note: One (1) year (2000 hours) of additional qualifying work experience will be considered equivalent to 30-semester units/45 quarter units. (2000 hours of qualifying work experience is based on a 40-hour workweek.). 

• One-year full-time employment is equivalent to 2000 hours (2000 hours of qualifying work experience is based on a 40 hours 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.

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

DESIRABLE QUALIFICATIONS:

The stated desirable qualifications may be used to identify job finalists at the end of the selection process when candidates are referred for hiring.

• 4 months of verifiable experience imaging, configuring, and installing Common Use Passenger Processing computers
• 1 year of recent and verifiable experience providing 1st level Cyber Security support.
• 2 years verifiable experience migrating MS Windows 7 endpoints to Windows 10 in a large campus environment.

VERIFICATION

Applicants may be required to submit verification of qualifying education and experience at any point during the recruitment and selection process. For more information on how to verify your experience or education please click here.

Additional Information

SELECTION PROCEDURES: 

The selection process will include the evaluation of applications in relation to minimum requirements. Applicants meeting the minimum qualifications are not guaranteed advancement to the interview. Depending on the number of applicants, the Department may establish and implement additional screening mechanisms to comparatively evaluate the qualifications of candidates. If this becomes necessary, only those applicants whose qualifications most closely meet the needs of the Department will be invited for an interview.

NOTES: Applicants who meet the minimum qualifications are not guaranteed advancement through all of the steps in the selection procedure.

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 the basis for termination from employment with the Airport Commission.

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

COMPENSATION: $73,996 - $91,702 YEARLY

FILING DEADLINE: October 29, 2021.

QUESTION: If you have any questions regarding this recruitment or application process, please contact the exam analyst, Tamara Ranney, by telephone at 650-821-2024, or by email at tamara.ranney@flysfo.com.

GENERAL INFORMATION:

REASONABLE ACCOMMODATION REQUEST

CITY AND COUNTY OF SAN FRANCISCO EMPLOYMENT POLICIES AND PROCEDURES

TERMS OF ANNOUNCEMENT AND APPEAL RIGHTS

CLERICAL ERRORS

COPIES OF APPLICATION DOCUMENTS CONVICTION HISTORY

BENEFITS OVERVIEW

EQUAL EMPLOYMENT OPPORTUNITY

DISASTER SERVICE WORKERS

RIGHT TO WORK

VETERAN PREFERENCE

DIVERSITY STATEMENT

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.