1092 IT Operations Support Administrator II

Recruitment #PBT-1092-066684

Introduction

Position Description:
The Network Operations Center Administrator II will report to the Network Operations shift lead and NOC Manager of the Client Services Division. This position acts as a member of our Network Operations Center (NOC) supporting enterprise wide WiFi, network infrastructure, critical applications, monitoring services, and mainframe batch processing. This position will be responsible for monitoring all Wi-Fi networks, enterprise networks, and server application platforms throughout the City & County of San Francisco and adjunct Disaster Recovery locations. The NOC Administrator II will perform these tasks using various network management tools, internal service management systems, and monitoring platforms. The NOC Administrator II will also serve as a coordinator for communications between internal and external departmental staff, engineering teams, and other operational groups and or vendors as needed. The NOC Administrator II will be required to follow NOC procedures and protocols, triaging and discerning incident areas and response escalations.

Essential duties include:
Installs and configures desktop and telecommunications hardware and software; configures and customizes desktops; provides 1st tier technical assistance to users; detects, identifies, troubleshoots, and corrects software and hardware deficiencies in order to maintain uninterrupted user productivity; provides user support for Autodesk products (Autocad, Revit,); provides user support for Microsoft Office 365 Suite, Office 2007; provides support for Office 365 email, Outlook Web-Access and user setup; provides support for mobile devices, tablets and smartphones; administers remote VPN logons; maintains materials and supply inventories; coordinates and schedules hardware repairs; assists in the development and implementation of training activities and materials; instructs users in logon and documentation identification procedures; performs related duties as assigned.

Nature of Work:
This position includes a weekend work schedule and requires applicant to be available to work after hours, weekends, and holidays, when necessary. Candidate must be willing to work a 40-hour work week as determined by the department.

Minimum Qualifications

1. Required an Associate’s Degree from an accredited college or vocational program in computer science, information systems or a closely related field; AND
2. Two (2) years of experience that demonstrates the knowledge and ability to assume information technology operations responsibilities, including one (1) year of first level technical support; AND
3. Possession of a class C CA driver's license; AND 
4. Ability to lift up to 30 pounds.

Substitution:
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.

The above minimum qualifications reflect special conditions associated with the position(s) to be filled. They may differ from the standard minimum qualifications associated with this classification. 

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.
• Strong Customer Service focus and experience in facilitating communication between project teams and clients.
• Strong oral and written communication experience; adept at communicating with all levels of technical and non-technical staff.
• Knowledge with Office 365 Suite.
• Knowledge with Helpdesk functions and tasks.
• Knowledge with Ticket systems (TrackIT, ServiceNow)
• Ability to adapt in a local government environment.

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.

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, Laura Carucci by telephone at (415) 554-6050 or by email at laura.carucci@sfdpw.org.

VERIFICATION:

ALL APPLICANTS MUST SUBMIT VERIFICATION (PROOF) OF QUALIFYING EXPERIENCE, EDUCATION, AND POSSESSION OF A VALID CALIFORNIA DRIVER'S LICENSE BY Monday February 8, 2016 at 5pm. 

Verification of experience must include possession of valid California Driver's License. Verification of education can be submitted in the form of a diploma or transcript. Verification of qualifying work experience must be signed by the employer, on the employer’s letterhead, and specify dates of service, job titles and duties performed, including percentage of time spent performing duties which meet the minimum requirements. City and County employees will receive credit for the duties of the class to which appointed. Credit for experience obtained outside of the employee’s class will only be allowed if recorded in accordance with the provisions of Civil Service Commission Rules. City employees may submit performance evaluations or letters from the appointing officer of the department as proof of qualifying City experience, but must verify outside qualifying experience as stated above. Verification may be waived if impossible to obtain. The applicant must submit a signed statement with the application explaining why verification cannot be obtained. Waiver requests will be considered on a case-by-case basis.

Failure to submit the required verification or request for waiver by the final filing date, Monday February 8, 2016 at 5pm, may result in rejection of the application.

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.

 Applicants may submit verification documentation by:
1. Uploading the documents through JobAps; OR
2. Scanning the documents and send as an attachment to: Laura.Carucci@sfdpw.org OR
3. Faxing the information to GSA: (415) 554-6042: Attention: 1092 Exam

Selection Procedures

Supplemental Questionnaire: (Weight: 100%)
Candidates will be prompted to complete a supplemental questionnaire as part of the online employment application. Candidates’ responses to the Supplemental Questionnaire will be used to evaluate your experience including the knowledge, skills and abilities that you possess in job related areas identified as critical for successful performance, which may include but are not limited to: knowledge of on-site broad based user technical, operational, programming and analytical problem solving support; Knowledge of personal computer applications; knowledge of database and spreadsheet software and concepts; ability to communicate effectively orally and in writing; ability to use logic and analysis to solve systems problems; ability to make minor mechanical repairs to computers and communications equipment. All responses to the Supplemental Questionnaire are subject to verification and should be consistent with the information provided in your application. Failure to submit the supplemental questionnaire may result in disqualification from the examination process.

Certification:
The certification rule for the eligible list resulting from this examination will be Rule of Three Scores.  Additional selection processes may be conducted by the hiring department prior to making final hiring decisions.

Eligible List:
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 of 12 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=21246. Search that document by title or job code to see which departments use the classification.

Conviction History

As a finalist 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 finalist. 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 applying 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 applying 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 selected as a finalist, 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.

Conclusion

Terms of Announcement:
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.

The terms of this announcement may be appealed under Civil Service Rule 111A.35.1. The standard for the review of such appeals is ‘abuse of discretion’ or ‘no rational basis’ for establishing the position description, the minimum qualifications and/or the certification rule.  Appeals must include a written statement of the item(s) being contested and the specific reason(s) why the cited item(s) constitute(s) abuse of discretion by the Human Resources Director.  Appeals must be submitted directly to the Executive Officer of the Civil Service Commission within five business days of the announcement issuance date.

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://www.sfdhr.org/index.aspx?page=20 or hard copy at 1 South Van Ness Avenue, 4th Floor.

Copies of Application Documents:
Applicants should keep copies of all documents submitted, as these will not be returned.

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.

Requests:
Applicants with disabilities who meet the minimum eligibility requirements for this job announcement can find information on requesting a reasonable ADA Accommodation at:
http://www.sfdhr.org/index.aspx?page=20#applicantswithdisabilities

Information regarding requests for Veterans Preference can be found at:
http://www.sfdhr.org/index.aspx?page=20#veteranspreference

Seniority Credit in Promotional Exams: 
Information regarding seniority credit can be found at:
http://www.sfdhr.org/index.aspx?page=20#senioritycredit

Exam Type: CPE
Issued: 1/25/2016
Micki  Callahan
Human Resources Director
Department of Human Resources
Recruitment ID Number: 066684
GSA/LC/5546050

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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