1093 IT Operations Support Admn III - Help Desk

Recruitment #PBT-1093-073334

Introduction

The San Francisco Public Utilities Commission's (SFPUC) mission is to provide customers with high quality, efficient and reliable water, power, and sewer services in a manner that is inclusive of environmental and community interests, and sustains the resources entrusted in our care. We are comprised of three essential 24/7 service utilities: Water, Wastewater, and Power. We provide retail drinking water and wastewater services to San Francisco, wholesale water to three Bay Area counties, and green hydroelectric and solar power to San Francisco’s City facilities and properties. Headquartered in San Francisco, we have about 2,300 employees working in seven counties with a combined annual operating budget of over $900 million.

POSITION DESCRIPTION: Under general direction of the IT Customer Service Manager, the 1093 IT Operations Support Administrator III- Help Desk Analyst/Technician will provide first level network administration and desktop support for the San Francisco Public Utilities Commission (SFPUC). This position will also be responsible for resolving, monitoring, tracking and escalating IT problems and requests, which involves coordination with SFPUC IT staff and other City departments and maintaining an asset management system for IT hardware and software. Performs other duties as assigned.

ESSENTIAL FUNCTIONS OF THIS POSITION INCLUDE:

  • Providing first level problem determination and technical support for network and desktop problems.
  • Escalating problems as necessary to ensure resolution
  • Logging, tracking and monitoring all problems and requests
  • Following up on open trouble tickets for final resolution
  • Keeping customers informed and updated on the status of problems and requests.
  • Defining and documenting help desk solutions knowledge base and operating processes and procedures
  • Informing management of problems that are severe in nature
  • Maintaining asset management database
  • Working with local site administrators to resolve problems and to implement IT service requests
  • Performing Active Directory administration support duties at various SFPUC sites as assigned
  • Providing professional, courteous and outstanding customer service on a daily basis to all customers.

Minimum Qualifications

  1. 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].
  2. Three (3) years of experience performing analysis, installation, and technical support in a network environment.
  3. Two (2) years of customer support for IT experience
  4. Two (2) years of recent and verifiable experience in Numara/BMC Track-It or help desk management system equivalent
  5. Ability to lift 40 pounds. 

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

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.

DESIRABLE QUALIFICATIONS:

  • Strong written and oral communication skills.
  • Strong problem solving skills.
  • Ability to understand customers' needs and interact with customers over the telephone and in-person in a pleasant, professional, and courteous manner.

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.

You can also watch this video for further assistance with our online application system:

 

http://www.youtube.com/watch?v=4-kUFHXhBjQ&feature=youtu.be

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, Michelle Chee, by telephone at 415-554-1682 or by email at mchee@sfwater.org.

 

Selection Procedures

Oral/Performance Examination: (Weight: 100%) Candidates who meet the minimum qualifications of the position will be invited to participate in an oral/performance examination designed to measure knowledge, skills and/or abilities in job-related areas which may include but not be limited to:  technical support skills; interpersonal and public relation skills; knowledge in Microsoft Active Directory; knowledge in Microsoft Windows XP/7; knowledge Microsoft Office 2003/2010; knowledge of Numara Track-it; and written communication skills. A written and performance exercise will be administered as part of this selection process. Candidates’ scores on this examination may also be applied to other announcements involving other job titles, when directed by the Human Resources Director.

Certification: The certification rule for the eligible list resulting from this examination will be Rule of 3 Scores. The hiring department may conduct additional selection processes to make 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=13693. 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://sfdhr.org/information-about-hiring-process 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://sfdhr.org/information-about-hiring-process#applicantswithdisabilities


Information regarding requests for Veterans Preference can be found at: 
http://sfdhr.org/information-about-hiring-process#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:  January 6, 2017
Micki  Callahan
Human Resources Director
Department of Human Resources
Recruitment ID Number: 073334
PUC/ MC / 415.554.1682

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.


Click on a link below to apply for this position:

Fill out the Supplemental Questionnaire and Application NOW using the Internet.
View and print the Supplemental Questionnaire. This recruitment requires completion of a supplemental questionnaire. You may view and print the supplemental questionnaire here.

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