1092 IT Operations Support Admin II - F$P Help Desk

Recruitment #TEX-1092-076159

Introduction

F$P Help Desk Support Representative
Financial Systems Project F$P


The City of San Francisco is implementing a new financial and procurement system.  The application, PeopleSoft Financials and Supply Chain Management, will be utilized by over 3500 internal users and 25,000 external users.  The users need to be supported by an efficient, responsive, and friendly Help Desk professional.

We are looking for a competent, friendly and efficient Help Desk Support Representatives to provide fast and useful technical assistance on the City’s new Financial and Procurement Systems.  

As a Help Desk Support Representative, you will answer queries on basic technical and training issues and offer advice to solve them.  An excellent Help Desk Support Representative must have good communication skills, both in speaking with clarity and listening for the issue.  The Representative must be customer service oriented and have the patience to deal with sometimes difficult customers.  These positions will be working in a high volume, fast paced environment, so flexibility and nimbleness are key. 


These Help Desk Support positions will have the following responsibilities including but not limited to:   

 

  • Serving as the first point of contact for customers seeking technical assistance over the phone or email;
  • Performing remote troubleshooting through diagnostic techniques and pertinent questions;
  • Determining the best solution based on the issue and details provided by customers;
  • Walk the customer through the problem-solving process;
  • Direct unresolved issues to the next level of support personnel;
  • Provide accurate information on the application(s);
  • Document issues and their resolution in the Help Desk application;
  • Define and document help desk solutions; provide problem determination; analyze and resolve system problems to ensure continuous system operations required for scheduled data processing functions;
  • Follow-up and update customer status and information;
  • Pass on any feedback or suggestions by customers to the appropriate internal team;
  • Identify and suggest possible improvements on procedures;
  • Performs other duties as assigned.

Please note:  There are currently six (6) openings for the Financial Systems Project, Change Management Team.  These are temporary assignments within the Project with an anticipated end date of December 29, 2017.  This announcement is currently open on a continuous basis but may close at any time with a sufficient applicant pool. 

 

Minimum Qualifications

These minimum qualifications establish the education, training, experience, special skills and/or license(s) which are required for employment in the classification.  Please note, additional qualifications (i.e., special conditions) may apply to a particular position and will be stated on the exam/job announcement.

Education:
Requires an Associate's 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:
One (1) year of experience performing analysis, installation and technical support in a network environment.

Desirable Qualifications

The ideal candidate will have the following: 

  • Familiarity with PeopleSoft technology;
  • Familiarity with Freshdesk or other Help Desk tool;
  • Customer Service Oriented;
  • Inquisitive nature and enjoy learning new things;
  • Detailed-Oriented;
  • Proven experience as a help desk technician or other customer service role;
  • Tech savvy with working knowledge of office automation products;
  • Proven ability to quickly understand new applications;
  • Prove ability to diagnose and resolve technical issues;
  • Excellent written and oral communication skills.

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
•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).

Selection Procedures

Only those candidates who most closely meet the needs of the Department will be invited to continue in the selection process.  Applicants who meet the minimum qualifications are not guaranteed to advance through all of the steps in the selection process. 

Verification:  Applicants will 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 http://sfdhr.org/index.aspx?page=456Note: 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.

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

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

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.

Temporary-Exempt (TEX) Appointment:  This position is excluded by the Charter from the competitive civil service examination process and shall serve at the discretion of the appointing officer. This is a limited term assignment within the Project with an end date of December 29, 2017. 

Recruitment Type: TEX
Issued: 4/13/2017
Micki Callahan
Human Resources Director
Department of Human Resources
Recruitment ID Number: TEX-1092-076159
CON/VC/(415) 554-7506

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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