IT Operations Support Administrator III (Service Desk)
|Department||Department of Emergency Management|
|Date Opened||2/11/2020 2:00:00 PM|
|Filing Deadline||5/5/2020 5:00:00 PM|
|Salary||$40.56 - $50.26/hour; $7,031.00 - $8,712.00/month; $84,370.00 - $104,546.00/year|
|Job Type||Temporary Exempt|
Applicants are encouraged to apply immediately as this recruitment may close at any time but no sooner than 5 PM (PST) on February 26, 2020.
This is a Temporary Exempt (TEX), as-needed position not to exceed six (6) months or 1,040 hours. This position is excluded by the Charter from the competitive civil service examination process and shall serve at the discretion of the Appointing Officer.
The San Francisco Department of Emergency Management (DEM) manages disaster preparation, mitigation, and response; 9-1-1 dispatch, and homeland security grant distribution for the City and County of San Francisco. DEM was created in 2006 by local legislation that reorganized the Emergency Communications Department and the Office of Emergency Services into a single agency. For more information on the Department of Emergency Management, please visit: http://www.sfdem.org/.
Under general direction, the Service Desk Administrator will provide first-level desktop, software, and email support to customers. Additional essential functions include: answer phones, generate tickets and resolve, monitor, track, and refer problems and requests to the proper group, Department, or support vendor; escalate problems as necessary to ensure resolution; follow-up on open trouble tickets and request for final resolution; keep customers informed and updated on the status of problems and requests; define and document Service Desk solutions, processes, and procedures; inform management and clients of severe problems; work with local site engineers and desktop administrators to resolve problems and implement service requests; perform email and application administration support duties; provide prompt, professional, courteous and outstanding customer service on a daily basis to all customers; and perform related duties as assigned.
Nature of Work:
Candidate must be responsive and flexible with assigned tasks and able to work as part of a diverse team in a fast-paced environment. The 9-1-1 dispatch center and Service Desk operates 24 hours a day, 7 days per week. The position will require the ability to work evenings, nights, weekends, and holidays typically with very little notice when needed to work a shift.
1. Possession of 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]. AND
2. Three (3) years of experience performing analysis, installation, and technical support in a network environment. This experience must include two (2) years of verifiable and recent experience working on a technical help desk in a ticketing and workflow environment using a help desk management system to perform basic desktop hardware/software troubleshooting; and two (2) years of experience supporting workstations and printers in a Microsoft Windows environment which must include administering Microsoft Windows 10 and supporting Microsoft Office 365.
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.
Note: One year of experience is equivalent to 2,000 hours (2,000 hours of qualifying work experience is based on a 40-hour work week). Applicants must meet the minimum qualification requirement by the filing deadline unless otherwise noted.
The stated desirable qualifications may be used to identify job finalists at the end of the selection process when candidates are referred for hiring.
Baccalaureate degree from an accredited college or university in computer science, information systems, data processing, or a closely related field.
Excellent customer service skills.
Strong written, oral, and listening skills.
Strong communication and problem-solving skills.
The ability to interact with customers over the telephone and in-person in a pleasant, professional, and courteous manner.
The ability to work independently with minimal supervision.
Note: Applicants must meet the minimum qualification requirement by the final filing date unless otherwise noted. 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
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.
Applications will be screened for relevant qualifying experience. Additional screening mechanisms may be implemented in order to determine candidates’ qualifications. Only those applicants whose qualifications most closely meet the Department's needs will be invited to participate in the interview selection process. Applicants meeting the minimum requirements are not guaranteed advancement in the selection process.
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 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.