Field Support - IT Operations Support Administrator II DPH PBT 1092

  • Full-time
  • Certification Rule: Rule of 10
  • Exam Type: Position Based Test
  • Job Code and Title: 1092-IT Operations Support Administrator II
  • Fill Type: Permanent Civil Service
  • Eligible List Type: Combined Promotive and Entrance

Company Description

IT Field Services Support Administrator II supports endpoint computing needs of the 8,000+ users of the Department of Public Health’s technology infrastructure. The ideal candidate for this role should enjoy working in a diverse, fast-paced, and dynamic environment.

Support locations include San Francisco General Hospital, Laguna Honda Hospital, City Jail Health Services, remote health centers, and mental health clinics.

The Mission of the San Francisco Department of Public Health (SFDPH) is to protect and promote the health of all San Franciscans. SFDPH strives to achieve its mission through the work of two main Divisions – the San Francisco Health Network and Population Health.

Job Description

The 1092 is the advanced journey level in the IT Operations Support series. Incumbents in this role perform the full range of technical support and system administration. Excellent customer service, communication, and problem-solving skills are required. They may lead and/or provide more complex technical and operational support and systems administration activities which include debugging computer, application, or operating system faults and performing detailed problem or root cause analysis as directed.

Duties Include

  • Install, configure, and manage computer hardware, mobile devices, operating systems, applications, printers, and other peripherals
  • Troubleshoot and resolve hardware, software, network, and other issues impacting the operation or performance of PCs, mobile devices, and related peripherals
  • Timely response to user incidents and requests, including accurately documenting work performed in the service management tool
  • Ensure work performed is carried out within agreed service levels according to department guidelines
  • Research, evaluate, and recommend patches and other fixes for desktop application issues
  • Build, test, and deploy Operating System and application packages using standard enterprise deployment tools, e.g., Windows 10/11
  • Use enterprise remote management tools, e.g., ex-SCCM, RDP, GoTo Assist, and Teradici to manage endpoint devices
  • Work across IT towers to identify solutions to issues impacting user computing environment
  • Monitor the performance of the desktop infrastructure and make suggestions for improving efficiency
  • Provide clear and accurate advice or guidance to user questions around incidents or technology requests
  • Participate and/or lead assigned projects
  • Attend meetings as directed
  • May recommend and evaluate new technology
  • May train junior staff members
  • Performs other related duties as required

Desirable Qualifications

  • 12 months of experience troubleshooting Windows Operating Systems
  • 12 months of experience working with and troubleshooting Windows 10 Desktop.
  •  Android or iOS device management experience
  •  Apple MacOS support experience
  •  Experience working in a Healthcare environment

Qualifications

⚠️REQUIRED BEFORE APPLYING⚠️

  • Education
    • 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.
  • Educational Substitution
    • Additional experience as described above may substitute 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.
    • Completion of a one (1) year State (DAS) Information Technology apprenticeship program equivalent to the City and County of San Francisco’s 1090 IT Operations Support Training Program may substitute for the required education.

*One year of full-time employment is equivalent to 2,000 hours of work experience (2,000 hours of qualifying work experience is based on a 40-hour work week). Any overtime hours that you work above 40 hours a week are not included in the calculation to determine full-time employment

Important Note: Please make sure it is absolutely clear in your application exactly how you meet the minimum qualifications. Applicants may be required to submit verification of qualifying education and experience at any point during the recruitment and selection process. Please be aware that any misrepresentation of this information may disqualify you from this recruitment or future job opportunities.

Additional Information

Selection Procedures
After application submission, candidates deemed qualified must complete all subsequent steps to advance in this selection process, which includes the following.

Required Questionnaire
Candidates must complete the Questionnaire linked in this job ad 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 (MQ) for this position. The Questionnaire will be used to evaluate if the applicant possesses the required minimum qualifications.

Multiple Choice Examination: (Weight: 100%)
Candidates that meet the minimum qualifications will be invited to participate in a Multiple Choice exam that is designed to measure the knowledge, skills, and abilities in job-related areas including, but not limited to knowledge of On-site broad-based technical, operational and analytical problem-solving support; Installation, maintenance, expansion and upgrading of software, hardware, networks, desktops, mobile devices, peripherals; Common operating systems; information technology methods and procedures; training techniques. No study guide or sample questions are available.

Because this is a standardized examination, test questions and answers are not available for public inspection or review. Additional selection processes may be conducted by the hiring department prior to making final hiring decisions.

Exam Score Results/Banked Scores
Scores attained on this exam will be 'banked' for three years from the test date. Candidates are not required to retest during this period. Applicants who qualify for another job using the same exam within one year of the exam date will have their score applied to that recruitment automatically. After one year, a candidate can either (a) apply their test score to the other recruitment or (b) retest. Retesting is allowed after one year from the test date only if a candidate applies and is qualified. The retest score becomes the official score for candidates who choose to retest due to its recency.

The use of “banked” scores may change if the assessment is revised significantly in the future. Candidates with “banked” scores would be required to take the revised exam sooner than the three-year period if they apply to a job opportunity using the same revised exam.

Certification
The certification rule for the eligible list resulting from this examination will be the Rule of 10 Scores.

Eligible List/Score Report
Once you pass the exam, you will be placed on an eligible list and given a score and a rank. Learn more at https://careers.sf.gov/knowledge/process/.

The duration of the eligible list resulting from this examination process will be 12 months and may be extended with the approval of the Human Resources Director

How to Apply
Applications for City and County of San Francisco jobs are only accepted through an online process. Visit careers.sf.gov and begin the application process. Our email communications may come from more than one department so please make sure your email is set to accept messages from all of us at this link. Applicants may be contacted by email about this recruitment therefore, it is their responsibility to contact the Analyst if they update their email address. 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.

Terms of Announcement and Appeal Rights
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. [Note: The correction of clerical errors in an announcement may be posted on the Department of Human Resources website at https://careers.sf.gov/. The terms of this announcement may be appealed under Civil Service Rule 110.4. Such appeals must be submitted in writing to the Department of Human Resources, 1 S Van Ness Avenue, 4th Floor, San Francisco, CA 94103-5413 by close of business on the 5th business day following the issuance date of this examination announcement. Information concerning other Civil Service Commission Rules involving announcements, applications and examination policies, including applicant appeal rights, can be found on the Civil Service Commission website at http://sfgov.org/civilservice/rules.  

DPH Health Critical Requirements and Information

Additional information regarding Employment with the City and County of San Francisco

If you have any questions regarding this recruitment or application process, please contact the analyst, [email protected] 628-271-6704.

We may use text messaging to communicate with you on the phone number provided in your application. The first message will ask you to opt in to text messaging.

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.

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