1092 Customer Service Desk Analyst
IT Operations Support Admin II
|Department||Department of Technology|
|Date Opened||5/16/2019 08:00:00 AM|
|Filing Deadline||7/18/2019 09:34:00 AM|
|Salary||$33.04 - $40.94/hour; $5,727.00 - $7,096.00/month; $68,718.00 - $85,150.00/year|
|Job Type||Temporary Exempt|
Applicants are encouraged to apply immediately as this recruitment may close at any time but not earlier than May 30, 2019. The position is open until filled.
The Department of Technology is the centralized technology services provider within San Francisco City & County government, delivering technology infrastructure and services to approximately 33,000 employees and 800,000 residents. The department has an annual operating budget of over $130M and contains over 220 employees. Core service areas include: Infrastructure and Operations, Technology Security, Service Delivery & Management, Enterprise Applications, Project Management Office, Public Safety Systems & Wiring, Technology Administration, Policy & Governance and IT Public Communications.
The DT Service Desk is the single point of contact between city users and the department of Technology. The primary functions of the Service Desk are incident control, life cycle management of all service request and communicating with the customer.
The Service Desk Support Analyst will provide first level support for Financial System Project users, vendors and retirees; desktop, network, software and email support to customers; perform Active Directory administration support duties. Resolve, monitor, track and refer problems and requests to the proper division; escalate problems as necessary to ensure resolution; follow up on open tickets and request for final resolution; keep customers informed and updated on the status of problems and requests; define and document Service Desk solutions operating processes and procedures in SharePoint; inform management and clients of severe problems; work with local site administrators to resolve problems and implement service requests. Follow up on open trouble tickets and request for final resolution; provide professional, courteous and outstanding customer service on a daily basis to all customers. Perform related duties as assigned.
Essential Job Duties and Functions:
Handle customer complaints, provide appropriate solutions and alternative within the time limits; follow up to ensure resolution, log all transactions in Service Now ticketing system.
Provide accurate and complete information by using the right methods and tools.
Strong phone contact handling skills and active listening.
Direct request and unresolved issues to the designated resource.
Open and resolve Service Now Tickets.
The Temporary Exempt - Full Time position is excluded by the Charter from the competitive civil service examination process and shall serve at the discretion of the appointing officer. The anticipated duration of this project position is thirty-six (36) months and will not result in an eligible list or permanent civil service hiring.
Nature of Work:
Candidate must be willing to work a 40-hour work week as determined by the department, on-call support and occasional weekend and holiday work is required. The incumbent may be required to work at other sites other than the City of San Francisco.
Incumbent will conduct the majority of work at the Department of Technology, 1 South Van Ness, 2nd Floor, San Francisco, CA 94103. However, there may be situations where the incumbent will be required to work at other sites throughout the City of San Francisco as necessary.
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.
Education: 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].
Experience: One (1) year of experience performing analysis, installation and technical support in a network environment.
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.
One (1) year of recent experience in a technical support role which includes supporting workstations and printers on a Microsoft Active Directory Network on a medium-to-large corporate environment. This experience must include administering Microsoft Windows 10, support Microsoft Office Suite 2013 and 2016.
One (1) year of experience as a Service Desk Analyst providing technical support using a help desk management system such as HP Service Manager / Service Now.
Excellent customer service skills; strong written, oral and listening skills.
Strong communication and problem solving skills.
Demonstrate ability to interact with customers over the telephone and in-person in a pleasant, professional, and courteous manner.
Ability to work independently with minimal supervision.
1. Medical Testing: Prior to appointment, eligible candidates must successfully pass the TB testing process.
2. Security Clearances & Background Investigations: Positions in this classification may require that successful candidates who become eligible for appointment may be required to go through a background investigation to determine the candidate’s suitability for employment in this classification. Factors considered in the investigation may include employment history, use of illegal/controlled substances. Reasons for rejection based on this investigation may include, but not limited to: applicable convictions, repeated or serious violations of the law, inability to accept supervision, inability to follow rules and regulations, falsification of application materials and/or other relevant factors. Failure to obtain and maintain security clearance may be basis for termination.
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
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. Resumes may be attached to the application; however, 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.
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.
If you have any questions regarding this recruitment or application process, please contact the exam analyst, Carol Wong, by telephone at 652-628-5045, or by email at email@example.com.
Applicants will be prompted to complete a supplemental questionnaire as part of the online employment application. It is essential that applicants provide complete information in identifying their education, experience, training and licensure, consistent with the information provided on their application. The supplemental questionnaire will be used to evaluate whether applicants meet the minimum qualifications. The Questionnaire will also be used to assess the applicant's knowledge, skills, and abilities as they relate to the this position. Applicants must also complete the official application. The information in the supplemental questionnaire will not be scored and is collected for informational purposes.
The Department may establish and implement additional screening mechanisms to comparatively evaluate qualifications of candidates. If this becomes necessary, only those applicants whose qualifications most closely meet the needs of the Department will be invited for an interview.
Note: Applicants who meet the minimum qualifications are not guaranteed to advance through all of the steps 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 http://sfdhr.org/index.aspx?page=456
THE CITY AND COUNTY OF SAN FRANCISCO IS AN EQUAL OPPORTUNITY EMPLOYER. MINORITIES, WOMEN AND PERSONS WITH DISABILITIES ARE ENCOURAGED TO APPLY.
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 the posting the correction on the Department of Human Resources website at www.jobaps.com/sf.
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.
All persons entering the City and County of San Francisco workforce are required to provide verification of authorization to work in the United States. Please be informed that the Department of Technology will not sponsor visa applications/transfers.
Issued: May 16, 2019
Human Resources Director
Department of Human Resources
Recruitment ID Number: TEX-1092-096289
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.