IT Operations Support Administrator III - Department of Emergency (1093)

The San Francisco Department of Emergency Management (DEM) manages disaster preparation, mitigation, and response; 9-1-1 dispatch, and homeland security grant distribution for the City and County of San Francisco. DEM was created in 2006 by local legislation that reorganized the Emergency Communications Department and the Office of Emergency Services into a single agency. For more information on the Department of Emergency Management, please visit: http://www.sfdem.org/.   

Application Opening: October 11, 2024 
Application Deadline: No sooner than October 25, 2024 (11:59 PM PT) 
Recruitment ID: TPV-1093-143672 

Under general direction, the IT Operations Support Administrator III provides 24/7/365 911 help desk support. Under general direction, performs a full range of system administration, data center operational activities, and system monitoring activities for the 911 network with servers, multiple Local Area Networks (LANs) and computers with different and distinct platforms at a Network Operations Center (NOC). Assists with system administration for a large network within a framework of established procedures; provides ongoing and remedial user training and support; establishes and performs data and access protection processes; and performs related work which includes data input and record maintenance. Processes and escalates service tickets as required. Notifies users, vendors, and DEM administration staff of system problems as required.

The incumbent’s full-time work schedule is from Tuesday through Saturday, 11:00 p.m. to 7:00 a.m. at 1011 Turk Street, San Francisco, CA 94102.

Examples of essential duties include but are not limited to:  

• Ability to support a 24/7/365 call center environment on a rotating shift basis  
• Perform a full range of desktop tier-one support for desktops, servers, communications components, etc. to include user training and triage  
• Interface with users, engineers, and vendors to determine and communicate needs and resolve technical issues  
• Escalate service requests as required including performing notifications of management personnel and communications to the user community  
• Document problem resolution into knowledge databases and ticketing system  
• Utilize ServiceDesk Incident and Asset Management systems; conduct inventory audits  
• Maintain documentation on procedures for repair, installation, and maintenance of various IT systems  
• Provide telephone support and off-site support as required  
• Install, configure and administer miscellaneous City software applications  
• Perform and monitor scheduled job executions, including system and application backups and archiving tasks, on multiple, distinctive platforms, including mainframes and mid-range computers.  
• Perform related duties and responsibilities as assigned. 

Education:
Requires an associate degree in computer science or a closely related field from an accredit-ed 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.

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.

Note: One year of experience 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.   

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

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.   

DESIRABLE QUALIFICATIONS:   

•  At least 5 years working experience in providing Help Desk support through a ticketing system. Working knowledge of help desk software and remote-control tools.  
• Experience providing Level-1 support to customers over the phone, live chat and email. Proven analytical and problem-solving abilities.  
• Provided quality customer service to our DEM department and liaison units, while handling various technical related problems and followed up to ensure maximum resolution of customer related issues.  
• Patience for dealing with difficult customer-service situations. Follow up procedures of escalation and ability to effectively prioritize and execute tasks in a high-pressure environment.  
• Provide Level 1 technical support for the City 0365 Enterprise environment, escalating to desktop support or to the engineer team as needed. Monitor and support daily interfaces between internal and external IT systems. Escalate, document and communicate issues as needed with other City IT departments.  
• Experience in assisting in developing and distributing end user communications, such as Knowledge Base Articles, technical notes, and providing a consistent communications channel and self-service options to the end user community.  
• General knowledge of application lifecycle related to Office 0365. Experience with SharePoint Online including site creation, administration, permissions, document management, etc. Experience with all Office o365 applications: MS Teams, Calendars, OneDrive, Outlook, etc.  
• Basic understanding of cloud solutions. Familiar with Backing up and restoring data files. Familiar with cell devices setup and configuration plus (Apple & Android)  
• Exceptional teamwork and leadership skills to help other technical support workers. Be able to follow up procedures and directions. Self-manage and be able to work as part of a team or alone on a diverse environment.  
• Ability to learn new technologies and implement them on a fast-paced environment.  

SELECTION PROCEDURES: The selection process will include evaluation of applications in relation to minimum requirements.  Applicants meeting the minimum qualifications are not guaranteed advancement to the interview. Depending on the number of applicants, the Department may establish and implement additional screening mechanisms to comparatively evaluate the qualifications of candidates.  If this becomes necessary, only those applicants whose qualifications most closely meet the needs of the Department will be invited for an interview. 

Minimum Qualification Supplemental Questionnaire (MQSQ): Candidates will be required to complete a 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 (MQs) for this position. The MQSQ will be used to evaluate if the applicant possesses the required minimum qualifications. 

Notes:  Applicants who meet the minimum qualifications are not guaranteed advancement through all of the steps in the selection procedure. 

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 

 
HOW TO APPLY 

Submit your application through this job ad. Applicants will receive a confirmation email from [email protected] 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. 

Analyst Information: If you have any questions regarding this recruitment or application process, please contact the analyst, Vanessa Auyong at [email protected]. 

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.