1094 IT Operations Support Administrator IV

Recruitment #PBT-1094-091691


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

Position Description
Under general direction of the IT Service Desk Manager, the 1094 IT Operations Support Administrator IV – Mobile Technology provides senior level technical and operations support to San Francisco Public Works, Mobility Support Services.  This position is responsible for resolving, monitoring, tracking and escalating IT problems and requests involving coordination with other IT staff administering and maintaining IT software and hardware.  This position also performs the most difficult and complex duties, directing the ongoing supervision of service desk staff providing technical support for users and devices such as computers, printers, peripherals and mobile configurations, in a large network with multiple Local Area Networks (LANs).

Examples of Important and Essential Duties
• Administer and direct the department's Mobile Device Management system (MDM).
• Install, configure and troubleshoot mobile devices including mobile apps, VPN and AD authentication on iOS and Android, smart phones, tablets and other devices; VPN support for City computers; resolve incident tickets relating to mobile service; and document changes required to make in-house applications work in the mobile device environment.
• Implement and maintain best practices for mobile device security management and user account management, including creating, adding, deleting and changing as necessary.
• Identify opportunities to innovate mobile device usage within the department and optimize the environments and systems for increased efficiency.
• Prepare necessary reports to show system status and utilization; update and maintain complete quality documentation and usage policy of mobile systems; monitor IT system logs and report any anomalies, security incidents, application errors and low resource warnings.
• Serve as subject matter expert/point of contact for the Service Desk, application owners and other support teams on issues related to the mobile device environment.
• Interface directly and communicate effectively with technical and management personnel in-person or remotely via phone, email and RDP to provide mobility-related support and training.
• Administer the department's telecom accounts in the City's TelUs system, the lifecycle of City mobile devices including provisioning, inventory management and decommissioning in accordance with City guidelines; and work with the City's mobile vendors to resolve technical issues and provision City plans and devices.
• Provide first, second and third level problem determination and technical support for network and desktop problems, perform highly complex technical and operational IT support work, serve as lead in IT projects, and support administration of Active Directory.
• Performs other related duties as assigned.

Nature of work: May require lifting, pushing, pulling and/or carrying the weight of computer systems equipment; bending, stooping, crawling, hand/eye coordination and manual dexterity to install or repair parts and hardware; and extensive VDT exposure.

Minimum Qualifications

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.

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.

• One-year full-time employment is considered equivalent to 2000 hours (2000 hours of qualifying work experience is based on a 40 hour work week). Any overtime hours that you work above forty (40) hours per week are not included in the calculation to determine full-time employment.
• Applicants must meet minimum qualification requirements by the final filing date unless otherwise noted.

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.
• Experience using Mobile Device Management systems (MDMs)/Enterprise Mobility Management (EMM) - AirWatch, MobileIron, inTune; enterprise deployment methodologies - Apple Device Enrollment Program (DEP)/Apple Business Manager, Samsung Knox Mobile Enrollment and Android zero‑touch enrollment; Office365/Exchange and Windows platforms
• In-depth knowledge and experience in mobile device configuration, app installation, security, troubleshooting, supporting Apple and Android devices in a large enterprise environment and working with 4G LTE technology and all major wireless vendors – Verizon, AT&T, T-Mobile, Sprint
• Experience with TeamViewer, Active Directory, PowerShell and incident tracking systems - Track-It, ServiceNow, Remedy, ZenDesk
• Technical writing skills involving documentation and client communications
• Outstanding communication skills with proven customer service experience, the ability to ascertain customers' needs through interaction and convey complex ideas through clear communication, concise reports and effective presentations
• Ability to work both independently and collaboratively, outside of comfort zones

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
  • 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

Computer kiosks 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 Department of Human Resources at 1 South Van Ness Avenue, 4th Floor, San Francisco, CA 94103.

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, @sfusd.edu, @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. Resumes will not be accepted in lieu of a completed City and County of San Francisco application.

Applications completed improperly may be cause for ineligibility, disqualification or may lead to lower scores.

Applicants may be required to submit verification of the 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 http://sfdhr.org/index.aspx?page=456. Failure to submit the required verification, when requested, may result in disqualification or ineligibility for employment.

Note: Falsifying one’s education 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.

If you have any questions regarding this recruitment or application process, please contact the exam analyst, Sean Sexton, by phone at (415) 554-6050 or email to: Sean.Sexton@sfgov.org.

Selection Procedures

Minimum Qualification Supplemental Questionnaire (Weight Qualifying):
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.

Supplemental Questionnaire Evaluation (Weight 100%):
Candidates who meet the minimum qualifications will be sent a supplemental questionnaire to complete and return by e-mail.  This questionnaire has been designed to measure knowledge, skills and/or abilities in job-related areas which may include, but not be limited to, knowledge of: on-site broad based technical, operational, programming and analytical problem solving support, installation, maintenance, expansion and upgrading of software, hardware, networks and peripherals, practices and techniques of supervision and project management, common operating systems and relational database systems, emerging technologies; ability/skill to: work effectively in a team, persuade, convince and train others, decide the time, place and sequence of operations within an organizational framework as well as oversee their execution, communicate effectively orally and in writing, establish and maintain good working relationships with peers, vendors and contractors, conduct cost/benefit analyses. Candidates must achieve a passing score in order to be ranked on the eligible list.

Certification Rule:
The certification rule for the ranked eligible lists resulting from this examination will be Rule of Three Scores. Additional selection processes may be conducted by the hiring department prior to making final hiring decisions.

Eligible List/Score Report:
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 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 12 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 which 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.


Reasonable Accommodation Request:
Applicants with disabilities who meet the minimum eligibility requirements for this job announcement can find information on requesting a reasonable ADA Accommodation at: http://www.sfdhr.org/index.aspx?page=20#applicantswithdisabilities.

Veteran’s Preference:
Information regarding requests for Veteran’s Preference can be found at: http://sfdhr.org/veterans-preference.

Seniority Credit in Promotional Exams:
Information regarding requests for seniority credit in promotional exams can be found at: http://www.sfdhr.org/index.aspx?page=20#senioritycredit.

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.

Terms of Announcement and Appeal Rights:
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.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.

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.

Combined Promotive & Entrance (CPE)
Issued: June 7, 2019
Micki Callahan, Human Resources Director
Department of Human Resources
Recruitment ID:
GSA - SS (415) 554-6050


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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