Job Description

• Provide Service IT support requests for the Department of Technology including end user support of standard applications and equipment.
• Provide point of escalation for junior 1092’s and may help coordinate workloads among the team as well as develop staff professional growth.
• May provide initial service a more technical or complex (technically or professionally) request.
• Manage Endpoints (WKS and SVR) using the Department’s Endpoint management Systems, System Patching, System Backups, System Imaging, hardware deployment and inventory, remote control support and track client Department configuration.
• Manage application lifecycle management; maintain up to date application libraries.
• Develop, design, and implement problem solutions.
• Monitor and track actionable notifications from our Monitoring and ticketing system.
• Onboard and Offboard employees following appropriate SOP.
• Contributing to planning equipment and software choices for a department.
• Contribute to DR testing, planning, and execution when appropriate.

Qualifications

MINIMUM QUALIFICATION: 

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: 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.

SPECIAL CONDITION: 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. 

• 2 years of experience in Microsoft exchange email systems.
• California Driver's license [C]

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

• Excellent customer service skills. 
• Strong written, oral and listening skills. 
• Strong communication and problem-solving skills. 
• Demonstrate ability to interact with customers over the telephone and in-person in a pleasant in courteous manner.
• Ability to work independently with minimum supervision. 
• VOIP and telecom experience, ITIL certified, MAC certification.

NOTES:

1] One year of 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.

2] A valid out of state driver's license is acceptable during the application process. A valid California driver's license must be obtained prior to appointment and maintained throughout employment.

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

4] 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.

5] Make sure your application and any attachments to the application submitted at the time of filing are complete and accurate and include details on all experience, education, training and other information that qualifies you for these recruitments. Failure to submit a complete and accurate application at the time of filing may result in your ineligibility for this recruitment or inability to receive full credit for scoring purposes. ANY NEW INFORMATION CONCERNING WORK EXPERIENCE, EDUCATION, TRAINING AND OTHER INFORMATION THAT IS SUBMITTED AFTER THE FILING MAY NOT BE USED FOR SCORING OR CONSIDERED TO DETERMINE WHETHER YOU MEET THE MINIMUM QUALIFICATIONS.

6] Employees for 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.

RESUMES ARE NOT VERIFICATION DOCUMENTS.

VERIFICATION OF EDUCATION: 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 click 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'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 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 application.

SELECTION PROCEDURES/EXAMINATION REQUIREMENTS:

MINIMUM QUALIFICATION SUPPLEMENTAL QUESTIONNAIRE (MQSQ): Candidates will be required to submit an MQSQ at any point in the application, examination or departmental selection process. This MQSQ is designed to obtain specific information regarding an applicant's experience in relation to the Minimum Qualifications for this position. 

COMPLETE: CLICK ON THE LINK TO COMPLETE MINIMUM QUALIFICATION SUPPLEMENTAL QUESTIONNAIRE (MQSQ):Minimum Qualification Supplemental Questionnaire (MQSQ)

APPLICANTS MUST ALSO COMPLETE THE PRELIMINARY QUESTIONS. It is essential that applicants provide complete information in identifying their education, experience and training. The Preliminary Questions will be used to evaluate if the applicant possesses the required minimum qualifications. APPLICANTS ARE STRONGLY ENCOURAGED TO FILL OUT EACH PORTION OF THE EMPLOYMENT APPLICATION. ANY EXPERIENCE OR EDUCATION FIELD THAT LISTS "SEE RESUME" WILL NOT BE ACCEPTED.

SUPPLEMENTAL QUESTIONNAIRE (WEIGHT: 100%):  Candidates who meet the minimum qualifications will received supplemental questionnaire via email designed to measure their relative knowledge, skills and abilities in job related area. 

A passing score must be achieved on the Written Examination in order to be placed/ranked on the Eligible List. 

Additional Information

NOTES:

1. 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.
2. Applicants must meet the minimum qualification requirement by the final filing date unless otherwise noted. 3)Applicants may be contacted by email about this announcement 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). 4)Applications completed improperly may be cause for ineligibility, disqualification or may lead to lower scores. 5)If you have any questions regarding this recruitment or application process, please contact the exam analyst, Aarti Lata, at (628) 652-5205 (VOICEMAIL ONLY) or via email to: Aarti.Lata@sfgov.org

SPECIFIC INFORMATION REGARDING THIS EXAMINATION PROCESS ARE LISTED BELOW.

• APPLICATION OPENING: 1/21/2022
• APPLICATION DEADLINE - 2/11/22
• SALARY RANGE: $90,376-$112,034 
• ELIGIBLE LIST DURATION resulting from this examination process will be six (6) months. (116017) 
• CERTIFICATION RULE for the eligible list resulting from this examination will be Rule of five. 
• EXAM TYPE: Combined promotive and entrance

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.

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 
• Position Based Testing Information
• Conviction History
• Employee Benefits Overview
• Equal Employment Opportunity
• Disaster Service Workers
• ADA Accommodation
• Veterans Preference
• Right to Work
• Copies of Applicant Documents
• Diversity Statement

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 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.