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1093 IT Operations Support Administrator III

Recruitment #PBT-1093-059703





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


The current position(s) is located at the Department of Public Health (DPH). The eligible list resulting from this examination may be utilized for future positions in this class in other City departments.



Under the general direction of the IS Administrator Supervisor, the IT Operations Support Administrator III will provide technical and help desk support as well as shift coverage for the Department of Public Health’s (DPH) Data Center.  The Data Center is responsible for providing services to all departments within DPH.  The essential job functions include the following:

·         Assist technical staff in troubleshooting software and hardware problems.

·         Analyze problem reports from users determining their possible cause and initiating required action.

·         Prioritize problems to ensure resources are focused on problems having the most significant impact on any system.

·         Assist the DPH user community in the resolution of computer problems.

·         Monitor complex network environment including troubleshooting network interface problems.

·         Administer the resolution of complex problems related to computer subsystems including printers and magnetic tape drives.

·         Respond to program and system messages, analyze messages and problem situations, and act upon them accordingly.

·         Maintain documents, reports and logs of system problems.

·         Track interruption of service and coordinate the resolution of technical and operational problems for users and technical staff relating to hardware, software and telecommunications.

·         Provide quick and accurate first level problem resolution over the telephone for a wide variety of data processing and service requests.

·         Perform critical system backups on multiple computer systems, insuring that critical data is successfully backed up without error or incident.

·         Work with multiple mainframe as well as LAN servers including maintaining constant familiarity with all changes to these systems and related procedures resulting in modifications or new releases.

·         Work on a variety of projects as assigned by the supervisor.

·         Perform other related duties as assigned.



This position is responsible for providing coverage for a 24 hour, 7 day a week data center operation. Persons filling this position will be required to work on all three shifts and on holidays and weekends as needed. Persons filling this position will, on occasion, be required to work with little or no prior notice.

Minimum Qualifications

Requires a Bachelor’s Degree from an accredited college or university in computer science, information systems or a closely related field.

Three (3) years of customer service help desk experience that demonstrates a wide range of system administration and/or computer desktop and basic network operations knowledge and responsibilities.

Additional experience as described above may be substituted for the required degree on a year-for-year basis.  Thirty (30) semester units or forty-five (45) quarter units equal one year.

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.

·         Three (3) years help desk, systems administrator, operations analyst or related technical experience working with PCs, servers and mainframe computers.

·         Two (2) years help desk customer service experience.

·         Strong communication skills, both oral and written.

·         Detail oriented, strong analytical skills, good telephone etiquette and good interpersonal skills.

·         Ability to handle multiple tasks and work independently.

·         Ability and willingness to work a flexible schedule, including shift work, weekends and holidays.



Applications for City and County of San Francisco jobs are being accepted through an on-line process. Visit www.jobaps.com/sf to register an account (if you have not already done so) and begin application process.


  • Select the desired job announcement
  • Select “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.

Computer kiosks are available for the public (from 8:00 a.m. to 5:00 p.m. Monday through Friday) to file on-line applications in the lobby of the Department of Human Resources at 1 South Van Ness Avenue, 4th Floor, San Francisco, CA 94103. However, because the computers will be shut down at 5:00 P.M., it is recommended that you arrive by at least 4:30 P.M. to allow time to complete the application.


Interested candidates are encouraged to immediately apply. 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.


If you are a current CCSF employee with permanent status in the 1093 IT Operations Support Administrator III and wish to be considered for transfer or reinstatement to a position in the same classification within the department/agency for which this announcement has been issued, you must submit an Employee Request for Transfer form

(see http://www.sfdhr.org/Modules/ShowDocument.aspx?documentid=11618) or an Employee

Request for Reinstatement form (see http://sfdhr.org/Modules/ShowDocument.aspx?

documentid=11617), along with a copy of your resume, to the Exam Analyst during the recruitment period indicated above.


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).

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.

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

If you have any questions regarding this recruitment or application process, please contact the exam analyst, Elaine Lee, by telephone at 415-206-5033, or by email at Elaine.Lee@sfdph.org.


Applicants may be required to submit verification (proof) of qualifying education and experience, at any point in the application, examination or departmental selection process. San Francisco City and County employees will NOT receive credit for experience obtained outside of their classification unless recorded in accordance with the provisions of Civil Service Rule 110.9.1



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.


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.




Candidates deemed eligible and admitted to the examination process will be administered a written multiple-choice test designed to measure knowledge, skills and/or abilities in job-related areas which may include but is not limited to:

    On-site broad based technical, operational, analytical problem solving support
    Installation, maintenance, expansion and upgrading of software, hardware, networks and peripherals
    Computer languages
    Common operating systems and relational database systems
    Interactive or macro-based applications
    Data processing methods
    Training techniques
    Functional requirements, structured systems or procedures analysis
    Work effectively as a member of a team
    Communicate effectively orally and in writing
    Use logic and analysis to solve computer and systems problems
    Establish and maintain effective working relationships
    Analyze data and information using established criteria, in order to determine consequences and to identify and select alternatives
    Advise and provide interpretation to others on how to apply policies, procedures and standards to specific situations
    Train others
    Exercise decisiveness and creativity required in situations involving the evaluation of information against judgmental criteria
    Design and implement local, wide area and communication networks
    Read and understand professional journals and literature
    Prioritize competing requests for service

This is a standardized examination and, therefore, test questions and test answers are not available for public inspection or review.


DATE(S) OF EXAMINATION: Only those applicants meeting the Minimum Qualifications will be notified of the exact date, time and place to report to the examination.

Note: Applicants who meet the minimum qualifications are not guaranteed to advance through all of the steps in the selection process.

The hiring department may administer additional position-specific selection procedures to make final hiring decisions.




CERTIFICATION RULE: The certification rule for the ranked eligible lists resulting from this examination will be Rule of Three (3) Scores.




The eligible list resulting from this examination 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 6 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 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 http://www.sfdhr.org/Modules/ShowDocument.aspx?documentID=13693. Search that document by title or job code to see which departments use the classification.






Information on requesting reasonable accommodation for persons with disabilities can be found at: http://www.sfdhr.org/index.aspx?page=20#applicantswithdisabilities

Applicants with disabilities requiring reasonable accommodation for this examination must contact the examination analyst, Elaine Lee, by telephone at (415) 206-5033 (voice) or if hearing impaired (415) 557-4810 (TDD) or in writing to Elaine Lee, Department of Public Health Human Resources Services, 2789 – 25th Street, 3rd Floor, San Francisco, CA 94110 as soon as possible (specify class 1093 IT Operations Support Administrator III in all correspondence).



Information regarding requests for veteran’s preference can be found at:




Information regarding seniority credit can be found at: http://www.sfdhr.org/index.aspx?






GENERAL INFORMATION: Important Employment Information for the City and County of San Francisco can be obtained at: http://www.sfdhr.org/index.aspx?page=20 or hard copy at 1 South Van Ness Avenue, 4th Floor,

San Francisco, CA 94103



Applicants are advised to keep copies of all documents submitted. Submitted documents become a permanent part of the exam record and will not be returned. The hiring department may require applicants to submit the same documents and/or additional documents at a later date.


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.



Prior to appointment, at the Department’s expense, applicants may be required to take a TB screening test, and a medical examination.





ISSUED: December 28, 2012



TELEPHONE: (415) 206-5033 (EL)







 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, typically a 7.5% 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.