Job Description

POSITION DESCRIPTION: __ Under the general direction of the IT Operations Manager or a higher-level Administrator, the IT Operations Support Administrator II supports 1800 users on the Recreation and Park Department’s (RPD’s) LAN, WAN and mini computers. Support locations include 190 remote sites, such as recreation centers, clubhouses, pools, maintenance yards, business building and staff field sites. This position requires composure and tremendous flexibility, as the discretion/responsibility given to all team members is to resolve or escalate all problems encountered and participate in projects as assigned or necessary.

The 1092 is the journey level in the IT Operations Support series and will provide technical and operational support and systems administration activities, including end-user support and troubleshooting mobile devices and their networks and routine system administration activities, which may include network operations, installing, enhancing and maintaining computers, peripherals, and mobile device configuration, or combination of these activities. Troubleshoots or assists with problem resolution. May provide ongoing and remedial user training; establishes and performs data and access protection processes; and performs related work which may include data input and record maintenance

Essential Duties:

The IT Operations Support Administrator II performs the following essential job functions:

• Provide end-user support and troubleshooting for Windows desktops, laptops, and applications; provide problem determination and technical assistance to users; escalate and coordinate problem resolution activities; perform help desk functions.
• Install and configure computer and/or telecommunications hardware and software; coordinate and schedule hardware repairs; perform routine equipment maintenance; repair and modify various computer and communications systems and related equipment; create user groups and individual accounts.
• Provide problem determination and perform routine printer configuration; coordinate and schedule repairs with vendor.
• Install and configure computer equipment, power and data cables, assists with installations when requested by engineers and/or other administrators, may make minor mechanical repairs to computers, peripherals and communications equipment, re-image PCs and provide other software loading support for computer roll outs to users throughout the department.
• Install endpoints with standard desktop images and install applications using remote enterprise deployment tools including Tanium.
• Maintain information technology inventory procedures for incoming hardware and retirement of old equipment.
• Provide training to internal staff.
• Compile and tabulate changes and additions of hardware and software in the Assets Database and keeps up to date all procedures as related to these modifications.
• Perform other related duties as assigned.

_ Nature of Work:_

May require sufficient strength and coordination for lifting, pushing, pulling and/or carrying the weight of IT equipment (up to 50lbs). Will require bending, standing, climbing, and crawling. May travel to RPD sites throughout San Francisco. __

Qualifications

** MINIMUM QUALIFICATIONS** __

These minimum qualifications establish the education, training, experience, special skills and/or license(s) which are required for employment in the classification. Please note, additional qualifications (i.e., special conditions) may apply to a particular position and will be stated on the exam/job announcement.

Education :

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].

Experience:

1. One (1) year of experience performing analysis, installation, and technical support in a network environment, AND

2. One (1) year of experience troubleshooting Windows Operating System, AND

3. One (1) year of experience providing customer support for IT, performing basic desktop hardware/software troubleshooting and support on a technical helpdesk in a ticketing and workflow environment.

Substitution :

Additional experience as described above may substitute 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.

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 classification.

_ *Note: One year of 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._

** DESIRABLE QUALIFICATIONS** __

• 2 years of Windows Desktop and Client Server Experience
• 2 years of experience Troubleshooting Windows Operating System
• Advanced knowledge of Microsoft Office365
  • Creating and troubleshooting shared mailboxes
  • Manage user email accounts
  • Manage and support Microsoft Teams, OneDrive and Sharepoint
• Basic knowledge of LAN\WAN Networking concepts
• Basic knowledge of Microsoft Active Directory and Print services
• Basic experience using IT Helpdesk Ticketing system

VERIFICATION

Applicants may be required to submit verification of qualifying education and experience at any point during the recruitment and selection process. More information can be found at: Information About the Hiring Process | Department of Human Resources (sfdhr.org)
when requested.

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 include the following:

Minimum Qualification Supplemental Questionnaire (MQSQ): Candidates will be invited via a separate link to complete a MQSQ as a required part of the 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.

Behavioral Consistency Supplemental Questionnaire (Weight: 100%):
Candidates will be invited to participate in a supplemental questionnaire examination designed to measure competencies in job-related areas which may include but are not limited to:

1. Experience providing customer support for IT, performing basic desktop hardware/software troubleshooting and support on a technical helpdesk in a ticketing and workflow environment;
2. Ability and Skill to: Apply new technologies and system changes;
3. Ability and Skill to: Work as a member of a team, communicate effectively orally and in writing;
4. Knowledge of: Installation, maintenance, expansion and upgrading of software, hardware, networks, desktops, mobile devices, peripherals;
5. Knowledge of: Operational and analytical problem solving support.

Note : A passing score must be achieved on all examination components in order to be placed/ranked on the resulting Eligible List. Candidates will be placed on the eligible list in rank order according to their final score.

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.

Certification Rule:

The certification rule for the eligible list resulting from this examination will be Rule of Seven (7) Scores.

** 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

Additional Information Regarding Employment with the City and County of San Francisco

• Candidates for positions with the Recreation and Park Department may be disqualified from consideration should their conviction history not meet the standards established under California Public Resources Code 5164.
• 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

HOW TO APPLY

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

• 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, @smartrecruiters.com, and notifications@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.

Exam Analyst Information: If you have any questions regarding this recruitment or application process, please contact the exam analyst, Tara Stevens at Tara.Stevens@sfgov.org.

All your information will be kept confidential according to EEO guidelines.

_ 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.