Job Description

DIVISION OVERVIEW The Planning Department’s technology group, known as the Office of Analysis and Information Systems (OASIS), develops and implements departmental office automation. OASIS provides staff with the electronic capabilities needed to help do their jobs, as well as make available departmental data and information to staff, the public and assist with problems related to office automation.

POSITION DESCRIPTION Under general direction, performs the full range of technical support, help desk operational activities, and system administration, which includes network operations, installing, enhancing and maintaining computers, peripherals, and mobile device configuration, or a combination of these activities working in a moderately sized network with single or multiple Local Area Networks (LANs). Troubleshoots network and computer operation issues, provides ongoing and remedial user training; establishes and performs data and access protection processes; integrates hardware, operating systems and program applications.

The essential functions of this position include but are not limited to:

• Provides complex technical, operational and support for computers, networks, and telecommunications systems, includes assisting in network upgrades, logging, tracking and monitoring all problems and help desk requests, providing technical support to department programs and staff in the use of computer applications.
• Provides support for Help Desk functions for more complex problems, including problem tracking, analysis, and resolution; providing problem determination, analyzing, and resolving system problems to ensure continuous system operations.
• Provides support in the development and production of system/end-user documentation for applications processing and procedures, including the development and implementation of training materials and instructing users in logon and document identification procedures.
• Provides support in the production, review and collection of client data and documentation in compliance with government mandates and regulations, such as Sunshine requests, Disaster Recovery procedures, etc.
• Creates accounts and administers security access, includes assigning logons and rights, print queues and directory structures; resetting passwords; creating departmental email groups; running security programs; and creating automations scripts.
• Monitors and operates computer and telecommunications systems, includes data lines, terminals and printers; troubleshoot hardware/software problems; may coordinate with vendors for equipment repair.
• Installs and configures workstations and various peripherals; includes installing software applications, local area network cabling systems and equipment, such as network interface cards, hubs and switches.
• Leads the work of others engaged in routine technical and operational IT support; organize, prioritize and distribute work assignments; mentor, train and provide input into evaluation of subordinate staff.
• Analyzes, researches, and tests 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.
• Researches hardware and software technologies; prepares specifications; purchase necessary hardware, software, manuals, and the like; prepare procedures documentation.

This position requires someone who is highly organized, works effectively under pressure, thinks critically, knows when to use independent judgment, and possesses excellent written and verbal communication skills.

Qualifications

MINIMUM QUALIFICATIONS

1. 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]. AND  
2. 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.

VERIFICATION OF EDUCATION AND EXPERIENCE: 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.

APPLICANTS MUST MEET THE MINIMUM QUALIFICATIONS REQUIREMENT BY THE FINAL FILING DATE UNLESS OTHERWISE NOTED.

Additional Information

SELECTION PROCEDURES

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

1. MINIMUM QUALIFICATION SUPPLEMENTAL QUESTIONNAIRE (MQSQ) - QUALIFYING Candidates will be sent an MQSQ via email as part of the employment application. Applicants will be required to respond to the MQSQ in the time frame indicated, and submit their answers as directed. This MQSQ is designed to obtain specific information regarding an applicant's experience in relation to the Minimum Qualifications (MQs) for this position. The MQSQ will be used to evaluate if the applicant possesses the required minimum qualifications.

2. SUPPLEMENTAL QUESTIONNAIRE EXAM (SQ) - WEIGHT 100% Candidates who meets the minimum qualification for this position will be sent a Supplemental Questionnaire (SQ) via email to complete and return. Applicants will be required to respond to the SQ in the time frame indicated, and submit their answers as directed.

The Supplemental Questionnaire is designed to determine relative knowledge, skills and ability levels in job related areas which may include, but not be limited to:  time management; knowledge of general computer, networking and communications equipment; knowledge of computer terminology, concepts and applications; ability to use software applications; ability to install and configure software/hardware; and written communication ability.

The SQ will account for 100% of the total weight of the final score.

A passing score must be achieved on ALL components of the selection procedures in order to be placed/ranked on the score report. The department may administer additional position-specific selection procedures to make 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.

CERTIFICATION: The certification rule for the eligible list resulting from this examination will be RULE OF TEN (10). Additional selection processes may be conducted by the hiring department prior to making final hiring decisions.

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.

Upon approval of the Human Resource Director (see Civil Service Rule 111A.26.5), the eligible list/score report 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:  Position-Counts-by-Job-Codes-and-Department-FY-2021-22.pdf (sfdhr.org).

ADDITIONAL INFORMATION REGARDING EMPLOYMENT WITH THE CITY AND COUNTY OF SAN FRANCISCO:

• Information About The Hiring Process
• Position Based Testing Information
• Conviction History
• Employee Benefits Overview  
• Equal Employment Opportunity 
• Disaster Service Worker
• ADA Accommodation
• Veterans Preference
• Right to Work
• Copies of Application Documents
• Diversity Statement

TERMS OF ANNOUNCEMENT:

This is a Position Based Test conducted in accordance with Civil Service Rule 111A. 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 and, if so, an amended note will be posted on this official job announcement.

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

HOW TO APPLY:

To be considered, please submit a SmartRecruiters application and attach to your application:

• A cover letter
• An updated resume

Applications for City and County of San Francisco jobs are ONLY accepted through an online process.

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.

QUESTIONS:  If you have any questions regarding this recruitment or application process, please contact the exam analyst, Michael Eng, by telephone at 628-652-7522, or by email at Michael.Eng@sfgov.org.

CONDITION OF EMPLOYMENT:  All City and County of San Francisco employees are required to be fully vaccinated against COVID-19 as a condition of employment. Someone is fully vaccinated when 14 days have passed since they received the final dose of a two-shot vaccine or a dose of a one-shot vaccine. Any new hire must present proof of full vaccination status to be appointed. Any new hire who will be routinely assigned or occasionally enter High-Risk Settings, must provide proof of having received a COVID-19 booster vaccine by March 1, 2022, or once eligible.

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.