IT Operations Support Administrator III (1093) - 150279

✅Start with the Required Minimum Qualification Supplemental Questionnaire (MQSQ):  https://forms.office.com/g/ULxv8fs0Dk
Then, submit an application.

The Department of Public Health prioritizes equitable and inclusive access to quality healthcare for its community and values the importance of diversity in its workforce. All employees at the Department of Public Health work to advance equity, inclusion, and diversity with a specific lens and focus on race, ethnicity, gender, sex, sexuality, disability, and immigration status. 

• Application Opening: Friday, November 1, 2024
• Application Deadline: Application filing will close on or after Friday, November 8, 2024
• Salary: $102,154 to $126,672 annually
• Appointment Type: Permanent Civil Service
• Recruitment ID: PBT-1093-150279

The Mission of the San Francisco Department of Public Health (SFDPH) is to protect and promote the health of all San Franciscans. SFDPH strives to achieve its mission through the work of multiple divisions - the San Francisco Health Network, Population Health, Behavioral Health Services, and Administration. The San Francisco Health Network is the City’s only complete system of care and has locations throughout the City, including Zuckerberg San Francisco General Hospital and Trauma Center, Laguna Honda Hospital and Rehabilitation Center, and over 15 primary care health centers. The Population Health Division (PHD) provides core public health services for the City and County of San Francisco: health protection, health promotion, disease and injury prevention, and disaster preparedness and response. Behavioral Health Services operates in conjunction with SFHN and provides a range of mental health and substance use treatment services.

Under the general direction of the Supervisor or a higher-level Administrator, the IT Operations Support Administrator III supports endpoint computing needs of the 8,000+ users of the Department of Public Health’s technology infrastructure.  Support locations include 24/7 IT Service Desk, San Francisco General Hospital, Laguna Honda Hospital, City Jail Health Services, remote health centers, and mental health clinics.  The 1093 is the advanced journey level in the IT Operations Support series.  Incumbents in this role perform the full range of technical support and system administration and should have excellent customer service, communication, and problem-solving skills.  They may lead and/or provide more complex technical and operational support and systems administration activities which include debugging computer, application, or operating system faults and performing detailed problem or root cause analysis as directed.  The ideal candidate for this role will also enjoy helping others and thrive in a fast paced, diverse, and dynamic environment.

Essential Duties:

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

• Installs, configures and manages computer hardware, mobile devices, operating systems, applications, printers, and other peripherals.
• Provides a full range of service desk functions.  Tasks include but are not limited to L1/2 support for incoming technical issues, incident management, problem management, request management, issue escalation, and coordination of technical resources required to resolve issues impacting the environment.
• Provides timely response to user incidents and requests, including accurately documenting work performed in service management tool.  Ensures work performed is carried out within agreed service levels and in accordance with department guidelines.
• Troubleshoots and resolves hardware, software, network, and other issues impacting the operation or performance of PCs, mobile devices, and related peripherals.
• Researches, evaluates and recommends new technology, patches, and other fixes, as-assigned.
• Builds, tests, and deploys Operating System and application packages using standard enterprise deployment tools.
• Uses enterprise management tools, e.g. SCCM, RDP, and GoToAssist to perform duties.
• Collaborates with other IT teams to develop solutions to common issues impacting the computing environment.
• Monitors the performance of the IT infrastructure and connected devices; makes suggestions for improving efficiency.
• Provides clear and accurate advice or guidance to user questions around incidents or technology requests.
• Performs work related to disaster recovery, such as operational support at a disaster recovery site, or other activities deemed necessary during an emergency.
• Participates and/or leads assigned projects.
• Mentors and/or train more junior staff.
• Attends meetings as directed.

The 1093 IT Operations Support Administrator III also performs other related duties as required.

1. 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
2. EXPERIENCE: Three (3) years of experience performing analysis, installation, and technical support in a network environment, which must include:
   1. Two (2) years of experience managing Windows Desktop and Client Server Experience in an enterprise environment. AND
   2. Two (2) years of experience providing Customer Support and Management.

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.
• Completion of a one (1) year State (DAS) Information Technology apprenticeship program equivalent to the City and County of San Francisco's 1090 IT Operations Support Training Program may substitute for the required education.

The experience requirements for this position could have been gained concurrently.

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.

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

One-year fulltime employment is equivalent to 2,000 hours (2,000 hours of qualifying work experience is based on a 40-hour work week).

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.

• Call Center or Service Desk Agent experience
• ServiceNow or other IT Ticketing experience
• Microsoft 365 AdministrationMicrosoft Systems Center Configuration Manager, GoToAssist, or similar remote endpoint diagnostics tool
• Android / iOS device management experience
• Apple Mac OS
• Scripting language: Jscript, PowerShell, C++, or similar
• Experience working in a Healthcare environment

Important Note: Please make sure it is absolutely clear in your application exactly how you meet the minimum qualifications. Applicants may be required to submit verification of qualifying education and experience at any point during the recruitment and selection process. Please be aware that any misrepresentation of this information may disqualify you from this recruitment or future job opportunities.

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

Minimum Qualification Supplemental Questionnaire (MQSQ): https://forms.office.com/g/ULxv8fs0Dk
Candidates will be required to complete the linked MQSQ as 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.

Supplemental Questionnaire Examination (Weight: 100%): After this job announcement is unpublished, qualified applicants will receive an online exam link. The Supplemental Questionnaire is designed to evaluate the experience, knowledge, skills, and abilities that candidates possess in job-related areas, which have been identified as critical for this position.

Candidates must achieve a passing score on the Supplemental Questionnaire exam in order to continue in the selection process and be placed on the confidential eligible list in rank order according to their final score.

Additional selection processes may be conducted by the hiring department prior to making final hiring decisions.

Certification: The certification rule for the eligible list resulting from this examination will be the Rule of Ten Scores.

Eligible List/Score Report: Once you pass the exam, you will be placed onto an eligible list and given a score and a rank. For more information, visit https://careers.sf.gov/knowledge/process/

The duration of the eligible list resulting from this examination process will be 12 months and may be extended with the approval of the Human Resources Director.

HOW TO APPLY: 

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

Our e-mail communications may come from more than one department so please make sure your email is set to accept messages from all of us at this link. Applicants must ensure that email from CCSF is not blocked on their computer by a spam filter. 

Applicants may be contacted by email about this recruitment therefore, it is their responsibility to contact the Analyst if they update their email address.  

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. 

Terms of Announcement and Appeal Rights:

This is a Position Based Test (PBT) administered 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 by 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 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 Workers
• Reasonable Accommodation
• Right to Work
• Copies of Application Documents
• Diversity Statement
• Veterans Preference
• Seniority Credit in Promotional Exams 

If you have any questions regarding this recruitment or application process, please contact the analyst, Hanz Pagao at [email protected] or 628-271-6839. 

We may use text messaging to communicate with you on the phone number provided in your application. The first message will ask you to opt in to text messaging. 

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.