1093-It Operations Support Administrator Iii

Application Opening: April 20, 2023
Application Deadline: File Immediately. This announcement may close at any time after 5:00 pm on May 4, 2023
Compensation Range: $95,108 - $117,910 Annually

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/.

Appointment Type: Temporary Provisional. This is not a permanent appointment. A provisional appointee must participate and be successful in a Civil Service examination for this classification and be selected through an open competitive process in order to be considered for permanent appointment. Provisional appointments may not exceed three (3) years.

POSITION DESCRIPTION
Under general direction, the IT Operations Support Administrator III provides 24/7/365 911 help desk support. Under general direction, performs a full range of system administration, data center operational activities, and system monitoring activities for the 911 network with servers, multiple Local Area Networks (LANs) and computers with different and distinct platforms at a Network Operations Center (NOC). Assists with system administration for a large network within a framework of established procedures; provides ongoing and remedial user training and support; establishes and performs data and access protection processes; and performs related work which includes data input and record maintenance. Processes and escalates service tickets as required. Notifies users, vendors, and DEM administration staff of system problems as required. The incumbent’s full-time work schedule is from Sunday through Thursday, 11:00 p.m. to 7:00 a.m. at 1011 Turk Street, San Francisco, CA 94102.

Examples of essential duties include but are not limited to:

• Maintain documentation on procedures for repair, installation, and maintenance of various IT systems
• Perform and monitor scheduled job executions, including system and application backups and archiving tasks, on multiple, distinctive platforms, including mainframes and mid-range computers.
• Ability to support a 24/7/365 call center environment on a rotating shift basis
• Utilize ServiceDesk Incident and Asset Management systems; conduct inventory audits
• Interface with users, engineers, and vendors to determine and communicate needs and resolve technical issues
• Perform related duties and responsibilities as assigned
• Perform a full range of desktop tier-one support for desktops, servers, communications components, etc. to include user training and triage
• Install, configure and administer miscellaneous City software applications
• Provide telephone support and off-site support as required
• Escalate service requests as required including performing notifications of management personnel and communications to the user community
• Document problem resolution into knowledge databases and ticketing system

Education:
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].

Experience:
Three (3) years of experience performing analysis, installation, and technical support in a network environment. Experience must include two (2) years of experience with Computer Aided Dispatch (CAD) within an windows environment VOS and cloud based systems.
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.

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). Any overtime hours that you work above 40 hours per week are not included in the calculation to determine full-time employment.

Applicants must meet the minimum qualification requirement by the final filing date unless otherwise noted.

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.

DESIRABLE QUALIFICATIONS:

• General knowledge of application lifecycle related to Office 0365. Experience with SharePoint Online including site creation, administration, permissions, document management, etc. Experience with all Office o365 applications: MS Teams, Calendars, OneDrive, Outlook, etc.
• At least 5 years working experience in providing Help Desk support through a ticketing system. Working knowledge of help desk software and remote-control tools.
• Provided quality customer service to our DEM department and liaison units, while handling various technical related problems and followed up to ensure maximum resolution of customer related issues.
• Exceptional teamwork and leadership skills to help other technical support workers. Be able to follow up procedures and directions. Self-manage and be able to work as part of a team or alone on a diverse environment.
• Provide Level 1 technical support for the City 0365 Enterprise environment, escalating to desktop support or to the engineer team as needed. Monitor and support daily interfaces between internal and external IT systems. Escalate, document and communicate issues as needed with other City IT departments.
• Experience providing Level-1 support to customers over the phone, live chat and email. Proven analytical and problem-solving abilities.
• Experience in assisting in developing and distributing end user communications, such as Knowledge Base Articles, technical notes, and providing a consistent communications channel and self-service options to the end user community.
• Patience for dealing with difficult customer-service situations. Follow up procedures of escalation and ability to effectively prioritize and execute tasks in a high-pressure environment.
• Ability to learn new technologies and implement them on a fast-paced environment.
• Basic understanding of cloud solutions. Familiar with Backing up and restoring data files. Familiar with cell devices setup and configuration plus (Apple & Android)

Verification:
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 https://sfdhr.org/how-verify-education-requirements.

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.

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.

SELECTION PROCEDURE:
The selection process will include evaluation of applications in relation to minimum requirements. Applicants meeting the minimum qualifications are not guaranteed advancement to the interview. Depending on the number of applicants, the Department may establish and implement additional screening mechanisms to comparatively evaluate the 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 advancement through all the steps in the selection procedure.

Additional Information Regarding Employment with the City and County of San Francisco:

• Copies of Application Documents
• Right to Work
• Information About The Hiring Process
• Disaster Service Worker
• Conviction History
• Diversity Statement
• ADA Accommodation
• Employee Benefits Overview
• Equal Employment Opportunity

Statement on Diversity, Equity, and Inclusion: At the City and County of San Francisco, we share a commitment to a diverse, inclusive and equitable community. Each member of our organization is responsible and accountable for what they say and do to make San Francisco an inclusive and equitable place to live and work by employing fair and just practices to and for all.

HOW TO APPLY
Applications for City and County of San Francisco jobs are only accepted through an online process. Visit careers.sf.gov and begin the application process.

Select the “I’m Interested” button and follow instructions on the screen.

Applicants may be contacted by email about this recruitment 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, @famsf.org, @ccsf.edu, @smartalerts.info, and @smartrecruiters.com).

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.

Exam Analyst Information: If you have any questions regarding this recruitment or application process, please contact Angie Ignao at [email protected]

CONDITION OF EMPLOYMENT: All City and County of San Francisco employees are required to be fully vaccinated against COVID-19 as a condition of employment. Someone is fully vaccinated when 14 days have passed since they received the final dose of a two-shot vaccine or a dose of a one-shot vaccine. Any new hire must present proof of full vaccination status to be appointed. Any new hire who will be routinely assigned or occasionally enter High-Risk Settings, must provide proof of having received a COVID-19 booster vaccine by March 1, 2022, or once eligible.

The City and County of San Francisco encourages women, minorities and persons with disabilities to apply. Applicants will be considered regardless of their sex, race, age, religion, color, national origin, ancestry, physical disability, mental disability, medical condition (associated with cancer, a history of cancer, or genetic characteristics), HIV/AIDS status, genetic information, marital status, sexual orientation, gender, gender identity, gender expression, military and veteran status, or other protected category under the law.