IT Operations Support Administrator V - Public Works (1095 TPV)

Specific information regarding this recruitment process is listed below.

Application Opening: Tuesday, August 27, 2024
Application Deadline: Tuesday, September 3, 2024
Salary Range: $133,640 - $165,672 Annually
Recruitment ID: TPV-1095-149137, RTF0149136-01088640

Appointment Type: Temporary Provisional (TPV). This is not a permanent appointment. A provisional appointee must participate and succeed in a Civil Service examination for this classification and be selected through an open competitive process to be considered for permanent appointment. Provisional appointments may not exceed three (3) years.

San Francisco Public Works (Public Works) has a far-reaching portfolio with a $453 million annual operating budget, an active capital portfolio that exceeds $3 billion and a workforce of 1,700-plus employees. The department operates around the clock, touching every neighborhood in San Francisco. The staff designs and manages the construction of civic buildings and streets; cleans and greens the right of way; maintains civic buildings; manages multi-million-dollar bond programs; trains people for jobs; keeps the right of way free of hazards; paves the roads; repairs bridges and public stairways; expands accessibility; and works at the forefront addressing some of San Francisco’s biggest challenges. With a mission to enhance the quality of life in San Francisco for residents, visitors and business owners, Public Works is committed to providing outstanding public service through an equity lens.

Please visit the “About Us” section of our website at https://www.sfpublicworks.org/about to learn more about the department’s core values, Racial Equity Initiative, leadership team, history, budget and more.

Public Works currently has a vacancy for an Operations Support Administrator V within the Information Technology Division.

The Information Technology Division designs, programs, operates and maintains all department-wide automated information systems and equipment. Services include process analysis and planning; software development, configuration and implementation; network and hardware installation; technology operations; help desk and security; and software support and system compliance functions.

Under general direction, as an IT Operations Support Administrator V, you will provide direct ongoing supervision to operations support staff in providing technical support, data center operational activities, systems analysis, and systems and network administration, which may include computers, peripherals, and mobile device configuration, or a combination of these activities working in a large network with multiple Local Area Networks (LANs) or in a major data center with multiple and distinct computers, servers and associated networks.

Important and Essential Duties:

Your duties as an IT Operations Support Administrator V may include, but are not limited to the following:

• Leading the Service Desk team and its daily operations.
• Resolving complex problems and resolutions.
• Planning, organizing, and supervising unit staff and activities; assigning, monitoring, and reviewing work, providing technical assistance and guidance; reviewing and recommending personnel actions such as performance monitoring, training, selection, and disciplinary actions.
• Implementing ITIL (Information Technology Infrastructure Library) concepts under the supervision of the Service Desk manager to ensure all work processes are planned, documented, tested, and consistently reviewed for improvement opportunities.
• Ensuring the Service Desk is aware of any ongoing or planned projects, initiatives, or changes that may impact services.
• Promoting the Service Desk within the organization as the primary means of interacting with IT.
• Coordinating system-related activities with other departments for multi-departmental system projects; interface with users, engineers, and other analysts to meet the needs of the department.
• Leading Service Desk improvements. 
• Monitoring ticket fulfillment to identify improvement opportunities.  Seeking input from users and other IT units to foster a culture of continuous improvement.
• Assessing user training needs; developing training programs and materials.
• Training Service Desk staff on new technologies or coordinating training with other IT subject matter experts.
• Participating in meetings and representing the unit as necessary.

MINIMUM 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.

Experience:
Five (5) years of experience in technical support, help desk management, system administration, or data center operations.

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.

SUPPLEMENTAL INFORMATION
Essential duties require the following physical skills and work requirements: Some positions may require sufficient strength and coordination for lifting, pushing, pulling and/or carrying the weight of computer equipment. May require bending, stooping and/or crawling in order to install or repair computer or printer cables. May require hand/eye coordination and manual dexterity for semi-skilled movements, such as taking apart casings, installing parts, reconnecting computers and data entry. This position may require rotational, shift and overtime assignment work. May be required to travel to and work at a disaster recovery site, which may be located out of state, to resume data center operations after a disaster.

Desirable Qualifications
The stated desirable qualifications may be used to identify candidates advancing to the interview process and/or to identify job finalist(s) at the end of the selection process when referred for hiring.

• Experience with the ITIL Change, Incident, Problem, and Knowledge management process and procedures.
• Experience as a ServiceNow administrator.
• Experience with endpoint management software such as Microsoft System Center Configuration Manager (SCCM) or Tanium.

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: https://sfdhr.org/information-about-hiring-process#verification

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. 

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.

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

The selection process will include an evaluation of applications in relation to minimum requirements. 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 move forward in the recruitment process.

Minimum Qualification Supplemental Questionnaire (MQSQ):
Candidates may be required to complete an 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.

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

Statement on Diversity, Equity, and Inclusion: At the City and County of San Francisco, we share a commitment to a diverse, inclusive and equitable community. Each member of our organization is responsible and accountable for what they say and do to make San Francisco an inclusive and equitable place to live and work by employing fair and just practices to and for all.

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.

If you have any questions regarding this recruitment or application process, please contact the analyst, Eric Chan, 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.