1091 IT Operations Support Administrator I

Recruitment #TEX-1091-096709

Introduction

 The following information describes the civil service classification for which applications are being solicited.
Make sure you read the entire announcement before completing the application form.
The purpose of this announcement is to fill a vacant position in this classification.

Division: Finance & Information Technology
Section/Unit: Information Technology
Work Location: 1 South Van Ness, 3rd Floor, San Francisco, CA
Work Hours: Monday – Friday, 8:00am-5:00pm

Appointment Type: Temporary Exempt-Full Time appointment not to exceed three (3) years– This position is excluded by the Charter from the competitive Civil Service examination process and shall serve at the discretion of the Appointing Officer.

POSITION DESCRIPTION:
Technology is at the core of the San Francisco Municipal Transportation Agency’s (SFMTA’s) mission and future. It is an exciting time to work at the SFMTA as we develop new tools, rethink systems, and modernize transportation. This is an opportunity to work with stakeholders and business units across the SFMTA. Through these channels, the Information Technology Section is helping bring modern transportation services and infrastructure to our customers. Your work will impact the lives of all San Francisco residents and many more visitors and commuters that use our transportation services and infrastructure.

Under general direction, the 1091 IT Operations Support Administrator I, provides technical support for the SFMTA.

EXAMPLES OF IMPORTANT AND ESSENTIAL DUTIES:
• Assists with refreshing the agency's desktops and imaging machines before, during and after the process.
• Establishes a PC inventory management process to track new machines, returns to the manufacturer, obsolete inventory, etc.
• Troubleshoots network and computer operational issues to assess conditions and contribute to problem resolution.
• Coordinates with vendors for equipment repair.
• Installs and configures workstations and various peripherals.
• Assists in the development and production of system and end-user documentation for application processing and procedures.
• May provide ongoing and remedial user training.
• Establishes and performs data and access protection processes, and performs related work which may include data input and record maintenance.
• Documents customer issues, assesses proper path for resolution, and resolves or reassigns the service request to other team members.
• Provides professional and outstanding customer service to all users.
• Performs other duties as assigned.

MINIMUM QUALIFICATIONS:
1. Requires an Associate's 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].

Substitution:
Experience performing analysis, installation and technical support in a network environment 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.

Nature of Work: May require occasional lifting and carrying of up to 35 pounds and bending or crawling under desks. The position may require working weekends and nights on an as needed basis.

DESIRABLE QUALIFICATIONS:
• Recent experience, within the last two years, with a Servicedesk ticketing software like ServiceNow.
• Recent experience, within the last two years, using ticketing systems in a call center to provide phone support, in addition to triage, assignment, and follow through on service requests.
• Recent experience, within the last two years, supporting Microsoft Office and Office 365.
• Knowledge and recent experience, within the last three years, in the following areas:
o HARDWARE - Identifying, applying, and connecting hardware components and devices.
o WINDOWS OPERATING SYSTEMS - Install and maintain Windows OSs including command line & client support.
o SOFTWARE TROUBLESHOOTING - Troubleshoot PC and mobile device problems including application security support.
o NETWORKING - Demonstrated ability to troubleshoot various types of networks and connections including TCP/IP, & WIFI.
o SECURITY: Classify and protect against security vulnerabilities for devices and their network connections.
o MOBILE DEVICES: Install & configure laptops and other mobile devices.
o OTHER OS & TECHNOLOGIES: Understand Mac OS, Linux and mobile OS.

HOW TO APPLY:
City and County of San Francisco employment applications for this position will be accepted through an on-line process only. A resume and cover letter must be attached to the online application. Mailed, hand delivered or faxed applications will not be accepted. Visit www.jobaps.com/sf to begin the application process.

• Click and select 1091 IT Operations Support Administrator I (TEX-1091-096709)
• Click on “Apply” and read and acknowledge the information
• Click on “I am a New User” if you have not previously registered, or on “I have REGISTERED PREVIOUSLY”
• Follow instructions given on the screen.

To submit resume using the online application:
• Select the “Resume” tab in the online application
• Follow instructions given on the screen

To submit cover letter using the online application:
• Select the “Other” tab in the online application
• Choose “Upload” as your method of submittal
• Click on “Upload Attachment”
• Follow instructions given on the screen

If you are having trouble attaching your resume and cover letter to the online application, you may submit by fax to (415) 581-5120, ATTN: 1091 IT Operations Support Administrator I (TEX-1091-096709). Résumé will not be accepted in lieu of completing the online application.

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, 1 South Van Ness Avenue, 4th Floor, San Francisco and in the lobby of SFMTA Human Resources office, 1 South Van Ness Avenue, 6th Floor, San Francisco.

Applicants may be contacted by e-mail. It is their responsibility to ensure that their registered e-mail 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).

Upon successful submittal of the application online, the applicant will receive a notification on the screen, as well as in the applicant’s e-mail inbox, acknowledging the receipt of the application by the SFMTA – Operations Section. If you are having difficulty submitting your application online, please contact us at (415) 646-2744 between 8:30 a.m. – 12:00 p.m. and 1:00 p.m. - 4:30 p.m. Monday through Friday or by e-mail at Lisamarie.Gibson@sfmta.com.

VERIFICATION:
Applicants may be required to submit verification of qualifying education and experience at any point in the application and/or departmental selection process. Written verification (proof) of qualifying experience must verify that the applicant meets the minimum qualifications stated on the examination announcement. Written verification must be submitted on employer’s official letterhead, specifying dates of employment, types of employment (part-time/full-time), job title(s), description of duties performed, and the verification must be signed by the employer. City employees will receive credit for the duties of the class to which they are appointed. Credit for experience obtained outside of the employee’s class will be allowed only if recorded in accordance with the provisions of the Civil Service Commission Rules. Experience claimed in self-employment must be supported by documents verifying income, earnings, business license and experience comparable to the minimum qualifications of the position. Copies of income tax papers or other documents listing occupations and total earnings must be submitted. 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.

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 PROCEDURE:
Applications will be screened for relevant qualifying experience. Additional screening mechanisms may be implemented in order to determine candidates’ qualifications. Only those applicants who most closely meet the needs of the Agency will be invited to participate in the selection process. Applicants meeting the minimum qualifications are not guaranteed advancement to the interview.

Qualified applicants with disabilities requiring reasonable accommodation in the selection process must contact the SFMTA by phone at (415) 646-2744 or, if hearing impaired at (415) 701-5043 (TTY) or in writing to the SFMTA Human Resources, HR Operations Section, 1 South Van Ness Avenue, 6th Floor, San Francisco, CA 94103 (specify Class 1091).

NOTES:
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 or inability to receive full credit for scoring purposes. Any new information concerning work experience, education, training and other information that is submitted after the filing deadline may not be used for scoring or considered to determine whether you meet the minimum qualifications.

EMPLOYEE WELLNESS PROGRAM:
The SFMTA strives to be your employer of choice by providing an environment that supports your personal health & wellbeing with physical, nutritional, mental/emotional and financial resources.
Since 2010 the SFMTA has been providing worksite wellness activities, as well as providing recognition opportunities to those individuals who success-fully achieve personal milestones in wellness.
For more details on the Wellness Program, please visit Employee Wellness Program Description page

Women, Minorities, and Persons with Disabilities are encouraged to apply
An Equal Opportunity Employer

 

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.

Benefits

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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