1095 IT Operations Support Admin V - Desktop Supervisor

Recruitment #PBT-1095-072399

Introduction


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

DEPARTMENT OVERVIEW
The Human Services Agency is a department of the City and County of San Francisco and the central resource for public assistance in the City. Our mission is to promote well-being and self-sufficiency among individuals, families and communities in San Francisco.

We provide a safety net for individuals and families by offering income support, community-based living support, and assistance acquiring food, housing, and health coverage. We offer programs and services that ensure the protection and safety of children, the elderly and dependent adults. We help people secure employment through training, job search and child care assistance.

POSITION DESCRIPTION
Under general direction by the Infrastructure Manager, the desktop supervisor leads and supervises a technical team of desktop leads and technicians responsible for installing and maintaining approximately 3000 desktops/laptops and several hundred printers. The desktop supervisor is responsible for configuring desktop group policies and packaging/deploying desktop applications using System Center Configuration Manager. The desktop supervisor possesses hands on technical experience and can provide tier III technical escalation to diagnose and resolve highly technical issues.

The desktop supervisor ensures timely and satisfactory resolution of support issues. The incumbent manages escalations and is adept at de-escalation. The supervisor must be familiar with change and incident managing including having experience with help desk ticketing systems such as Service-Now or Remedy. In addition, he/she manages desktop related projects including desktop/laptop refreshes, application upgrades and operating system standardization. He/She assists with researching and choosing new desktop hardware and software solutions.

ESSENTIAL DUTIES

  • Provide assistance to staff in the analysis and determination of appropriate action to respond to service requests and problem reports; evaluate user service requests to determine and recommend the most appropriate solution which meets user business and application system requirements.
  • Coordinate scheduling between technical support staff and departments; prepare project plans, time and cost estimates of new projects and enhancements or changes to existing systems/applications. 
  •  Plan, analyze, design and implement a variety of new systems establishing internal and external controls; develop procedures for access, update and retrieval of information; ensure program designs meet user requirements; ensure design/program adherence to standards. 
  •  Determine requirements for new systems and enhancements to existing systems; develop or modify and document general system design; establish a production environment and migrate approved programs to production.
  • Analyze and respond to service requests; determine the most cost effective approach and the appropriate staff time required to achieve needed modifications; recommend appropriate solutions to meet user needs and project requirements.
  • Assist users and other analysts in diagnosing complex program failures; develop recovery and backup procedures; detect, identify and correct software deficiencies.
  • Assist in developing and maintaining standards of hardware and software utilization.
  • Advise management on the capabilities and limitations of current systems and recommend improvements.
  • May create and document long term strategies for project related information systems operations; identify new information systems technologies.
  • Coordinate and/or attend project team meetings, user meetings and the like as needed.
  • Monitor project related work schedules and completion dates.
  • Monitor and review work in progress, providing technical assistance and guidance.
  • Prepare user and technical manuals and instructions; instruct users on new capabilities.
  • Provide technical support for complex systems; monitor system performance to ensure proper functioning, interaction with other subsystems, and timely and accurate report production. 
  • Analyze and resolve system problems; develop and implement solutions; resolve technical problems with end users in the implementation, maintenance and modification of complex application programs. 
  • Coordinate with other agencies, units and vendors regarding interfaces and program requirements, or new development; advise and assist user departments in system planning. 
  •  Analyze and recommend procedures consistent with departmental directives, policies and regulations which are developed by higher level management staff. 
  • May research and evaluate new technologies, software and hardware products; consult with vendors regarding product functions and features; recommend software and hardware purchases.
  • May supervise, assign, review and participate in the work of subordinates in assigned unit.
  • May review and recommend a variety of personnel actions in such areas as performance evaluation, training, selection and disciplinary measures.
  • May ensure that appropriate policies and procedures are followed by subordinates. 
    Performs related duties as assigned.

Minimum Qualifications

These minimum qualifications establish the education, training, experience, special skills and/or license(s) which are required for employment in the classification.  

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]; AND 

2. Five (5) years of experience in technical support, help desk management, system administration, or data center operations. This experience must include: Five (5) year of verifiable and recent experience maintaining and troubleshooting PC desktops and NT Client Server Applications. Experience may be required in Windows environments; AND

3. One (1) year of verifiable and recent Windows server administration experience consisting of hardware and software configuration changes and maintenance.

Experience in #2 and #3 above could have been gained concurrently.

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.

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 (PBT-1095-072399)
-Select “Apply” and read and acknowledge the information
-Select either “I am a New User” if you have not previously registered, or “I haveRegistered 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, Zach DeRossette, by telephone at 415.557.6402, or by email at Zachary.DeRossette@sfgov.org.

Selection Procedures

SUPPLEMENTAL QUESTIONNAIRE 100%
Applicants will be prompted to complete the Supplemental Questionnaire that must be submitted during the online application process. The Supplemental Questionnaire has been designed to measure critical knowledge, skills and/or abilities in job-related areas which may include but not be limited to: knowledge of requirements, installation procedures, hardware, software and systems maintenance; common operating systems; systems analysis and design; network environments; supervision and project management; written communication skills; the ability to establish and maintain good working relationships with other employees, vendors, and end users.

Only candidates who are most qualified and whose backgrounds best match the position will continue in the selection process.

Candidates will be placed on the eligible list in rank order according to their final score. Candidates’ scores on this examination process may also be applied to other announcements involving other job titles, when directed by the Human Resources Director.

VERIFICATION OF EXPERIENCE AND/OR EDUCATION:
Applicants may be required to submit verification of qualifying education (including verifying foreign education credits or degree equivalency) and experience at any point during the recruitment and selection process. Refer to the following links for verification:
Verification Guidelines: http://www.sfdhr.org/index.aspx?page=20#verification
Education Verification: http://www.sfdhr.org/modules/showdocument.aspx?documentid=18441

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.

CERTIFICATION: The certification rule for the eligible list resulting from this examination process will be Rule of Ten (10) 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 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=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.

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

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.

Extended on 1/9/17 to broaden applicant pool.
Combined Promotive and Entrance -1095
Issued: December 23, 2016
Recruitment No.: PBT-1095-072399
Micki Callahan, Director
Department of Human Resources
Team: HSA/ZD 415.557.6402

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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