Job Description

Under general direction, performs the full range of technical support, IT department 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; establishes and performs data and access protection processes; integrates hardware, operating systems and program applications.

ESSENTIAL DUTIES:

1. Perform complex technical and operational IT support work and systems administration and/or managing projects and leading the work of others engaged in routine technical and operational IT support; organize, prioritize, and may distribute work assignments; may mentor, train and provide input into evaluation of subordinate staff.
2. Install, administer, maintain, and upgrade operating systems; install, configure, repair, maintain and upgrade hardware and peripherals; install and enhance applications.
3. Monitor, operate and enhance complex computers of distinctive platforms, mid-range servers, and desktop computers, mobile devices, and communications systems, on-site or remote; develop, design and implement problem solutions, using standard analysis techniques; document eventual solutions.
4. Provide technical assistance to users; communicate with users and other technical staff to determine and communicate needs; recommend interfaces; assist technical staff in providing estimates; may consult on feasibility, costs and benefits of additions or enhancements.
5. Perform help desk functions for more complex problems, including problem tracking, analysis, resolution, escalation, and coordination.
6. Add and delete users, including their configurations, security rights and access rights.
7. Conduct application problem resolution; determine and clearly define problems; coordinate definitions with programmers and vendors, and/or operators; may write code as required.
8. Research hardware and software technologies; prepare specifications; purchase necessary hardware, software, manuals, and the like; prepare procedures documentation.
9. 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.
10. Perform work related to security and disaster recovery needs such as system backup and/or restoration, including operational support at a disaster recovery site or a recovery site.

DUTIES WHEN ASSIGNED TO THE HELP DESK UNIT:

1. Perform help desk functions. Respond to phone calls and tickets related to problems involving all major computer applications, systems, workstations, and printers; provide technical and procedural assistance and recommend solutions to correct malfunctions.
2. Track and document interruptions of service and coordinate the resolution of technical and operational problems for users and technical staff relating to hardware, software, and telecommunications.
3. Troubleshoot a variety of peripherals via network or telephone for the user community and resolve hardware problems or perform onsite services when required.
4. Provide technical assistance to users at various remote locations throughout REC; access user’s computers through TeamViewer technology to diagnose computer problems and to install software updates.
5. Analyze problem reports from users determining their possible cause and initiating required action; ensure resources are being focused on problems having the most significant impact on any system.
6. Maintain timely communication with all levels of staff and managers and escalate problem notifications as appropriate.
7. Establish, maintain, and administer Office 365 Exchange mailboxes, user accounts and distribution groups; analyze and resolve email deliverability problems.
8. Respond to requests in a friendly, cooperative manner; provide superior customer service and strive to improve and enhance the department's support functions.
9. Respond to more complex application issues for clients; identify problems and coordinates appropriate action and communication.
10. Work closely with various DT IS administrators/service technicians, both internal and external, to provide hardware and software support to systems throughout the REC.
11. Provide 1st Level Cyber Security Support.
12. Lift and carry objects and equipment weighing up to 40 pounds.
13. Perform other duties as assigned.

Qualifications

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] AND

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.

DESIRABLE QUALIFICATIONS

Experience with:

1. Microsoft O365 Administration
2. Microsoft Windows Active Directory
3. Helpdesk Ticketing System
4. SCCM Computer Imaging
5. Cisco VoIP Administration

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. 

NOTES:

• 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 qualification requirement by the final filing date unless otherwise noted.

SELECTION PROCEDURES:

Applications and resumes will be reviewed for relevant qualifying experience. Additional screening mechanisms may be implemented in order to determine candidates’ qualifications. Only those applicants who most closely meet the needs of the department will be invited to participate in the interview process. Applicants meeting the minimum qualifications are not guaranteed an invitation to the interview process. Qualified applicants who are selected for an interview will be notified of the exact date, time and place of the interview.

For questions about this announcement, please contact Eugenia Paw at eugenia.paw@sfgov.org.

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

Additional Information

APPOINTMENT TYPE: Temporary Exempt.  This position is excluded by the Charter from the competitive Civil Service examination process and shall serve at the discretion of the Appointing Officer. The duration of the position shall not exceed 24 months.

SALARY RANGE: $89,934.00 - $111,488.00 Yearly  

DATE OPENED: October 20, 2021

FILING DEADLINE: Interested Applicants are encouraged to apply as soon as possible as this announcement may close at any time after 5:00 PM on Tuesday, November 2, 2021.

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
• ADA Accommodation
• Right to Work
• Copies of Application Documents
• Diversity Statement

The Department of Human Resources (DHR)’s office (located at 1 South Van Ness Avenue, 4th Floor, San Francisco, CA 94103) is currently closed to the general public. If you have questions, please feel free to email the Human Resources Analyst listed on this announcement.

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.