1094 - IT Operations Support Admin IV

Recruitment #PBT-1094-073285



This is a Position-Based Test administered in accordance with Civil Service Rule 111A. The current position is located in the Department of Building Inspection.  The eligible list resulting from this examination may be utilized for future positions in this class in other City departments.

The Department of Building Inspection oversees the effective, efficient, fair and safe enforcement of City building, housing, plumbing, electrical, mechanical, and disability access codes for San Francisco’s more than 200,000 buildings.  This position is located in the Management Information Services Division, which is purposed to provide automated data capture, data management and report dissemination throughout the Department.


The Department of Building Inspection is seeking an experienced and motivated IT Operations Support Administrator IV to serve as technical specialist for the operational activities of the MIS help desk.  In addition, the incumbent will also perform systems administration and other duties, which may include deployment of technology refresh, asset and inventory management, training, or a combination of these activities while working in a complex and enterprise network environment.  



According to Civil Service Commission Rule 109, the duties specified below are representative of the range of duties assigned to this job code/class and are not intended to be an inclusive list.

  • Perform a full range of complex system administration duties in an enterprise network, which includes servers, storage devices, PCs, Point-Of-Sale system and peripherals, printers and multi-function devices and mobile devices.
  • Provide first level user support and point of contact for help desk issues and requests.
  • As part of a team, provide second-level technical support, advice and problem resolution to other help desk analysts.
  • Manage the deployment and security of PCs, mobile devices, OS and applications across the department.
  • Administer and maintain the Help Desk and Asset Management system and Self-Service portal.
  • Troubleshoot and resolve department wide IT issues involving computer hardware and peripheral failures, software and application issues, email, Point-of-Sale system issues, and network connectivity issues.
  • Administer print servers, all printers and multi-function devices on the network. 
  • Manage deployment and troubleshoot printing problems.
  • Manage installation of consumables, maintain inventory of supplies, and coordinate with vendors for repair and maintenance.
  • Administer backup system, monitor jobs to ensure successful completion, and manage tapes for off-site storage.
  • Monitor and maintain the datacenter, including management of events and alerts on all equipment including servers, storage appliances, network equipment, UPS and air-conditioning systems.
  • Work with vendors to procure products and services, renew annual hardware and software maintenance, and coordinate repair/return of hardware as required. 
  • Keep accurate inventory, warranty and life cycle of all PC’s and peripherals utilizing the asset management system. 
  • Manage the transfer and disposal of surplus, obsolete and broken equipment.
  • Manage deployment of technology refresh, such as computers, peripherals, multi-function devices, and mobile devices.
  • Prepare, test and package software for automated distribution.
  • Prepare technical instructions and documentation for application, software and hardware as needed by the department.
  • Other duties as assigned.

Minimum Qualifications

These minimum qualifications establish the education, training, experience, special skills and/or license(s) which are required for employment in the classification.  Please note, additional qualifications (i.e., special conditions) may apply to a particular position and will be stated on the exam/job announcement.

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].

Four (4) years of experience performing analysis, installation, technical support, and system administration in a network environment, which includes the following:

1) Four (4) years of verifiable and recent experience maintaining and troubleshooting PC desktops and NT Client Server Applications   


2) Two (2) years of experience working on a technical help desk in a Numara Track-it! Enterprise environment, performing first level technical support for network and desktop problems

License and Certification:  None

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.

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.  Qualifying experience could have been obtained currently.

Desired 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.

  • Experience supporting various hardware platforms and mobile devices – HP workstations, Macs, iPads and iPhones
  • Experience supporting various operating systems and software – Windows 7/8.1/10, Windows Server 2008/2012, iOS
  • Expert in MS Office Suite, Office 365 and eDiscovery Compliance Management
  • Experience in administering and customizing BMC Track-It Help Desk and Asset Management System and Self-Service Portal
  • Working knowledge of Commvault Backup administration
  • Familiarity with Accela Permit Tracking System and iPayment Point-Of-Sales Systems
  • Experience with Microsoft System Center Configuration Manager, System Center Operations Manager and AirWatch Mobile Device Management
  • Excellent oral and written communication skills
  • The ability to convey complex technical information to non-technical end users
  • Excellent customer service skills
  • Attention to detail

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-1094-073285]
  • 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 Previously”
  • Follow instructions on the screen

Computers are available for the public (from 8:00 a.m. to 5:00 p.m. Monday through Friday) to file online applications in the lobby of the Dept. of Human Resources at 1 South Van Ness Avenue, 4th Floor, San Francisco.

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 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.

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, Niger Edwards, by telephone at 415-865-5741, or by email at niger.edwards@sfgov.org.

Note:  Make sure your application and any attachments to the application submitted at the time of filing are complete and accurate and include details on all experience, education, training and other information that qualifies you for this recruitment. Failure to submit a complete and accurate application at the time of filing may result in your ineligibility for this recruitment.  Only the most qualified applicants will continue on in the selection process.

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

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

Supplemental Questionnaire (Weight 100%)

Applicants will be prompted to complete a Supplemental Questionnaire during the online application process. Supplemental Questionnaire will be evaluated in relation to the knowledge, skills and abilities required for this position in class 1094 IT Operations Support Admin IV. This may include, but is not limited to: knowledge of  installation, maintenance, expansion and upgrading of software, hardware, networks and peripherals, knowledge of various Windows operating systems and Active Directory management tools, knowledge of Microsoft Office suite applications, knowledge of Track-It help desk and asset management system, knowledge of deployment software and the ability to communicate effectively in writing.

Candidates will be placed on the eligible list in rank order according to their final score. Candidate scores on this examination may also be applied to other announcements involving other job titles, when directed by the Human Resources Director.

Certification Rule: The certification rule used for the eligible list resulting from this selection procedure will be Rule of Three Scores.

Additional position-specific selection mechanisms may be conducted by the hiring department prior to making final hiring decisions.

Eligible List: The eligible list resulting from this examination is subject to change after adoption (e.g., as a result of appeals), as directed by the Human Resources Director or Civil Service Commission. Information can be found at: http://www.sfdhr.org/index.aspx?page=20#eligiblelists

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 Resources Director (see Civil Service Rule 111A.26.5), the eligible list resulting from this announcement may be used by other departments that also use this classification or a similar classification.

To find other Departments which use this classification, please visit: http://www.sfdhr.org/Modules/ShowDocument.aspx?documentID=21246. Search that document by title or job code to see which departments use the classification.

Conviction History

As a finalist 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 finalist. 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 applying 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 applying 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 selected as a finalist, 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.


Terms of Announcement:

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 the posting the correction on the Department of Human Resources website at www.jobaps.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.

General Information concerning City and County of San Francisco Employment Policies and Procedures:
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.

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

Right to Work:
All persons entering the City and County of San Francisco workforce are required to provide verification of authorization to work in the United States.


Applicants with disabilities who meet the minimum eligibility requirements for this job announcement can find information on requesting a reasonable ADA Accommodation at: 

Information regarding requests for Veterans Preference can be found at: 

 Seniority Credit in Promotional Exams: 
Information regarding seniority credit can be found at:

Exam Type:  CPE
Issued:  April 12, 2017
Micki  Callahan
Human Resources Director
Department of Human Resources
Recruitment ID Number: 073285
DBI/ NE/ 415-865-5741


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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