1093 IT Operations Support Administrator III

Recruitment #PBT-1093-109909


This is a Position-Based Test conducted in accordance with Civil Service Rule 111A.

The Human Services Agency (HSA) is a department of the City and County of San Francisco and the central resource for public assistance in the City. Our mission is to promote well-being and self-sufficiency among individuals, families, and communities in San Francisco. HSA was formed in 2004 with the merger of two previously existing city departments, the Department of Human Services and the Department of Aging and Adult Services. The agency retains two commissions and two department heads. The agency also includes the Office of Early Care and Education. Our mission is to promote well-being and self-sufficiency among individuals, families, and communities in San Francisco.
We provide a safety net for individuals and families by offering income support, community-based living supports, and assistance getting food, housing, and health coverage. We offer programs and services that ensure the protection and safety of children, the elderly, and dependent adults. We help people secure employment through training, job search, and child care assistance.   
This recruitment will fill two vacancies in the Server Administrator and Help Desk Units in the Information Technology (IT) Infrastructure Department at the Human Services Agency (HSA). Under general direction, the individuals under these units will provide immediate support to complex day-to-day operations to the HSA employees. With increases in the complexity and number of systems HSA users are required to use, a skill set is required to assist our employees. This position is critical for the support of the statewide tools such as Child Welfare Services (CWS), Case Management System (CMS), and CalWIN systems, as well as support for the Department of Homelessness.


When assigned to the Server Administrator Unit:
1. Perform complex technical and operational IT support work and systems administration and/or lead 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. Conduct application problem resolution; determine and clearly define problems; coordinate definitions with programmers, vendors, and/or operators; may write code as required. 
3. Monitor, operate, and enhance complex computers of distinctive platforms, including virtual servers, physical servers, 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, and 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. Analyze, research, and test changes in operating systems and system software on multiple computers for compatibilities, performance, and capabilities in operational matters; deploy new or enhanced system tools. 

When assigned to the Help Desk Unit:
1. 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; classify, compute, and tabulate data following prescribed plans; produce ad-hoc reports to document activities of each shift
2. Troubleshoot a variety of peripherals via network or telephone for the outside user community and resolve hardware problems or escalate and dispatch field technicians when onsite service is required.
3. Provide technical assistance to users at various remote locations throughout HSA; access user’s computers through VNC (virtual network computing) technology to diagnose computer problems and to install software updates
4. 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
5. Issue alerts advising users in advance of all scheduled computer downtimes; answer inquiries when unanticipated failures occur in the Data Center; interact with systems and network engineering staff, administrator staff, user community  in determining and communicating needs; maintain timely communication with all levels of staff and managers and escalate problem notifications as appropriate
6. Establish, maintain and administer Office 365 Exchange mailboxes, user accounts and distribution groups; analyze and resolve email deliverability problems
7. Respond to requests in a friendly, cooperative manner; provide superior customer service and strive to improve and enhance the department's support functions
8. Respond to more complex application issues for clients; identify problems and coordinates appropriate action and communication
9. Implement training solutions to maintain and increase staff technical competency.

Minimum Qualifications

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].


2. Experience:

Three (3) years of experience performing analysis, installation, and technical support in a network environment.


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 conditions:

In addition to the Minimum Qualifications above, applicants must have the following experience in order to qualify:

The below 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.

1. Three (3) years of verifiable and recent experience using the Windows Server 2003/2008/2012 operating systems in support of multi-departmental and enterprise systems, including the management of Windows services and use of Windows administrative tools.

2. Three (3) years of verifiable and recent experience working on a technical help desk in a ticketing and workflow environment, performing basic desktop hardware/software troubleshooting and support.

Experience under minimum qualifications and under special conditions #1 and #2 above can be gained concurrently.

The following additional special conditions will be required for each position and will be evaluated prior to the final hiring selection:

For the Server Administrator position:

3. Three (3) years of verifiable and recent experience maintaining and troubleshooting PC desktops and NT Client Server Applications. Experience may be required in Novell and/or Windows environments.

Experience under minimum qualifications and under special conditions #1, #2, and #3 above can be gained concurrently.

For the Help Desk position:

4. Able to lift 40 pounds.


Applicants may be required to submit verification of qualifying education and experience at any point during the recruitment and selection process. Refer to the following links for verification: https://sfdhr.org/information-about-hiring-process

Education Verification, including verifying foreign credits or degree equivalency: https://sfdhr.org/how-verify-education-requirements%20

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.

How To Apply

Applications for City and County of San Francisco jobs are only accepted through an online process.
Visit www.jobaps.com/sf to register an account (if you have not already done so) and begin the application process.

-Select the desired job announcement (PBT-1093-109909)
-Select “Apply” and read and acknowledge the information
-Select either “I am a New User” if you have not previously registered, or “I have Registered
-Follow instructions on the screen

In line with the Official Public Health Order to slow the spread of COVID-19, a “shelter-in-place” has been issued for all San Francisco residents and this order is expected to be in effect until further notice.  As a result, 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 any questions, please feel free to email the Human Resources Analyst listed on this announcement.

You can also watch this video for further assistance with our online application system:

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, @sfpl.org, @dcyf.org, @first5sf.org).
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.

All work experience, education, training, and other information substantiating how you meet the minimum qualifications must be included in your application by the filing deadline. Information submitted after the filing deadline will not be considered in determining whether you meet the minimum qualifications. Applications completed improperly may be cause for ineligibility, disqualification, or may lead to lower scores.

If you have any questions regarding this recruitment or application process, please contact the exam analyst, John Kraus, by telephone at 415.557.5856, or by email at john.c.kraus@sfgov.org.

Selection Plan

Minimum Qualification Supplemental Questionnaire (Weight: Qualifying)
Supplemental Questionnaire Examination: (Weight: 100%)

Selection Procedures

Candidates will be prompted to complete a Supplemental Questionnaire as part of the online employment application. This Minimum Qualification Supplemental Questionnaire is designed to obtain specific information regarding an applicant's experience in relation to the Minimum Qualifications for this position. Applicants must also complete the official application. It is essential that applicants provide complete information in identifying their education, experience, and training. The Minimum Qualification Supplemental Questionnaire will be used to evaluate if the applicant possesses the required minimum qualifications.

Candidates will be prompted to complete a supplemental questionnaire as part of the online employment application. The Supplemental Questionnaire is designed to measure an applicant’s relative knowledge, skills, and abilities in job-related areas identified as critical for successful performance. These may include but are not limited to knowledge of electronic data processing and its applications; installation procedures, hardware, software and maintenance of systems; database analysis; business applications development; systems implementation; common operating systems; ability to communicate effectively both orally and in writing; ability to establish and maintain good working relations; use logic and analysis to solve computer and systems problems; analyze and categorize data and information in order to determine the relationship of the data with reference to established criteria/standards; exercise judgment, decisiveness, and creativity required in situations involving the evaluation of information against measurable criteria.

All responses to the Supplemental Questionnaire are subject to verification and should be consistent with the information provided in your application.

NOTE: Passing score must be achieved on the supplemental questionnaire examination in order to continue in the selection process.

The certification rule for the eligible list resulting from this examination process will be Rule of Ten (10) Scores. The hiring department may conduct additional selection processes to make final hiring decisions.

A confidential eligible list of applicant names that have passed the civil service examination process will be created and used for certification purposes only. An examination score report will be established, so applicants can view the ranks, final scores, and the number of eligible candidates. Applicant information, including names of applicants on the eligible list, shall not be made public unless required by law. However, an eligible list shall be made available for public inspection, upon request, once the eligible list is exhausted or expired and referrals resolved. The eligible list/score report resulting from this civil service examination process is subject to change after adoption (e.g., as a result of appeals), as directed by the Human Resources Director or the Civil Service Commission.

The duration of the eligible list resulting from this examination process will be six (6) months and may be extended with the approval of the Human Resources Director.

Upon approval of the Human Resource Director (see Civil Service Rule 111A.26.5), the eligible list/score report resulting from this announcement may be used by other departments that also use this classification or a similar classification. To find other Departments that use this classification, please see https://sfdhr.org/sites/default/files/documents/ASO-Level-Chart.pdf?documentID=21246.

Conviction History

As a selected candidate for a job, you will be fingerprinted, and your fingerprints will be sent to the California Department of Justice (DOJ) and the Federal Bureau of Investigation (FBI). The resulting report of your conviction history (if any) will be used to determine whether the nature of your conviction (or arrest, in limited circumstances) conflicts with the specific duties and responsibilities of the job for which you are a selected candidate. If a conflict exists, you will be asked to present any evidence of rehabilitation that may mitigate the conflict, except when federal or state regulations bar employment in specific circumstances, such as:

• Candidates for positions with the Unified School District and the Community College District may be disqualified from consideration should their conviction history not meet the standards established under the California Education Code.
• Candidates for positions with the Recreation and Park Department may be disqualified from consideration should their conviction history not meet the standards established under California Public Resources Code 5164.

Having a conviction history does not automatically preclude you from a job with the City.

If you are a selected candidate, the hiring department will contact you to schedule a fingerprinting appointment.

Disaster Service Workers

All City and County of San Francisco employees are designated Disaster Service Workers through state and local law (California Government Code Section 3100-3109). Employment with the City requires the affirmation of a loyalty oath to this effect. Employees are required to complete all Disaster Service Worker-related training as assigned, and to return to work as ordered in the event of an emergency.


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 www.jobapscloud.com/sf/. 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.

Some positions in the Human Services Agency will require the use of personal protective equipment (PPE), including but not limited to gloves, gowns, eye and face protection, and face-fitting respirators. The requirement for the use of PPE may come on short or no notice. Facial hair or any condition that interferes with a face-fitting respirator’s seal (i.e. comes between the sealing surfaces of the respirator and the wearer’s bare skin) is not permitted when face-fitting respirators are worn, including during initial or periodic respirator fit-testing. Employees who choose not to shave and do not have either American Disabilities Act (ADA) or Equal Employment Opportunity (EEO) Accommodations do not have the right to alternate work assignments or the option of using a loose-fitting Powered Air Purifying Respirator (PAPR) in place of a face-fitting respirator.

Important Employment Information for the City and County of San Francisco can be obtained at http://sfdhr.org/information-about-hiring-process or hard copy at 1 South Van Ness Avenue, 4th Floor.

Applicants should keep copies of all documents submitted, as these will not be returned.

Information on requesting a reasonable accommodation for persons with disabilities can be found at: http://www.sfdhr.org/index.aspx?page=20#reasonableaccommodation

Information regarding seniority credit can be found at: http://www.sfdhr.org/index.aspx?page=20#senioritycredit

Most positions require a valid California’s driver’s license: http://www.sfdhr.org/index.aspx?page=20#license


May be corrected by the posting of the correction on the Department of Human Resources website at: http://www.sfdhr.org/index.aspx?page=20#announcementsdefinitions

All persons entering the City and County of San Francisco workforce are required to provide verification of authorization to work in the United States. http://www.sfdhr.org/index.aspx?page=20#identification

The HSA of the City and County of San Francisco shares a commitment to a diverse, inclusive, and equitable community. Each member of our organization is responsible and accountable for promoting success, being compassionate, and ensuring that everyone has a voice to make San Francisco an inclusive and equitable place to live and work by employing fair and just practices to and for all.
Exam Type: CPE (Combine and Promotive Examination)
Issued: April 8, 2021
Carol Isen, Human Resources Director
Department of Human Resources
Recruitment ID Number: PBT-1093-109909
HSA/ JK/ 415-557-5856


All employees hired on or after January 10, 2009 will be required (pursuant to San Francisco Charter Section A8.432) to contribute 2% of pre-tax compensation to fund retiree healthcare. In addition, most employees are required to make a member contribution towards retirement, ranging from 7.5%-13.25% of compensation. For more information on these provisions, please contact the personnel office of the hiring agency.

For more information about benefits, please click here.

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