Staffed 24 hours a day, 7 days a week, the San Francisco 311 Customer Service Center connects callers to a staff of trained customer service agents who function as the customer services representatives for all City departments.  The goal of the 311 Customer Service Center is to improve the exchange and sharing of information between City government and the public it serves, as well as among City departments.

Job Type: Temporary Provisional. This is not a permanent appointment. A provisional appointee must participate and be successful in a Civil Service examination for this classification and be selected through an open competitive process in order to be considered for permanent appointment. Provisional appointments may not exceed three (3) years.

• Application Opening: November 28, 2022
• Application Deadline: December 2, 2022
• Compensation Range: $66,638 - $82,550 annually
• Recruitment ID: #TPV-1091-128866

As a member of the 311 technology team and under general direction of the 311 Customer Service Center IT senior staff, the examples of important and essential functions of the IT Support Administrator include, but are not limited to:

• Assist users with logins, passwords and file and application access.
• Troubleshoot workstation, printer, network and server issues.
• Manage and maintain inventory, storage areas and server rooms.
• Install hardware and software, monitor job executions and backups.
• Prepare and maintain documentation of assets and procedures.
• Participate in Disaster recovery planning, testing and implementation.
• Performs other related duties as assigned.

Nature of Work:

• Moderately physical in that the activities performed are of an administrative nature.
• Occasionally be required to lift and carry up to 35 pounds, bend or crawl under desks, use common tools
• Noise level exposure is moderate in that it functions in an open office setting with computers and call takers answering calls 24x7.
• There is no travel required for this position.

Work Schedule:
During the swing shift, the IT Support Administrator will be the first point of contact for any of about 100 employees who require desktop support for their Windows based systems and java-based applications. The incumbent will continue operations started during the day shift and perform tasks best left for hours of less operational impact to the center’s 24x7 environment.

MINIMUM QUALIFICATIONS

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].

Substitution:
Experience performing analysis, installation and technical support in a network environment 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.

Note(s):

• One-year full-time employment is considered equivalent to 2000 hours (2000 hours of qualifying work experience is based on a 40 hour work week). Any overtime hours that you work above forty (40) hours per week are not included in the calculation to determine full-time employment.
• Applicants must meet minimum qualification requirements by the final filing date unless otherwise noted.

Desirable Qualifications:
The stated desirable qualifications may be used to identify job finalists at the end of the selection process:

• Work independently with minimal supervision and 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

Verification:  Applicants may be required to submit verification of qualifying education and experience at any point during the recruitment and selection process. More information can be found at: https://sfdhr.org/information-about-hiring-process#verification. 

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.

Resumes will not be accepted in lieu of a completed City and County of San Francisco application.

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

Selection Procedure: The selection process will include evaluation of applications in relation to minimum requirements. Depending on the number of applicants, the department may establish and implement additional screening mechanisms to comparatively evaluate qualifications of candidates. If this becomes necessary, only those applicants whose qualifications most closely meet the needs of the department will be invited for an interview.

Candidates will be provided instructions to submit a supplemental questionnaire as part of the employment application. This questionnaire is designed to obtain specific information regarding an applicant's experience in relation to the minimum qualifications and/or job-related areas identified as critical for successful performance for this position.

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

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 https://careers.sf.gov/.

Additional Information Regarding Employment with the City and County of San Francisco:

• Information About The Hiring Process
• Conviction History
• Employee Benefits Overview  
• Equal Employment Opportunity 
• Disaster Service Worker
• ADA Accommodation
• Right to Work
• Copies of Application Documents
• Diversity Statement

How to Apply:  Applications for City and County of San Francisco jobs are only accepted through an online process. Visit https://careers.sf.gov and begin the application process.

• Select the "Apply Now" button or “I’m Interested” button and follow instructions on the screen.

Applicants may be contacted by email about this recruitment 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 (@careers.sf.gov, @sfgov.org, @sfdpw.org, @sfport.com, @flysfo.com, @sfwater.org, @sfdph.org, @asianart.org, @sfmta.com, @sfpl.org, @dcyf.org, @first5sf.org, @famsf.org, @ccsf.edu, @smartalerts.info, and @smartrecruiters.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.

Exam Analyst Information: If you have any questions regarding this recruitment or application process, please contact the exam analyst at [email protected].

CONDITION OF EMPLOYMENT:  All City and County of San Francisco employees are required to be fully vaccinated against COVID-19 as a condition of employment. Someone is fully vaccinated when 14 days have passed since they received the final dose of a two-shot vaccine or a dose of a one-shot vaccine. Any new hire must present proof of full vaccination status to be appointed. Any new hire who will be routinely assigned or occasionally enter High-Risk Settings, must provide proof of having received a COVID-19 booster vaccine by March 1, 2022, or once eligible.

The City and County of San Francisco encourages women, minorities and persons with disabilities to apply. Applicants will be considered regardless of their sex, race, age, religion, color, national origin, ancestry, physical disability, mental disability, medical condition (associated with cancer, a history of cancer, or genetic characteristics), HIV/AIDS status, genetic information, marital status, sexual orientation, gender, gender identity, gender expression, military and veteran status, or other protected category under the law.