IMPORTANT: Your application MUST include responses to the supplemental questionnaire found here: https://forms.gle/57kUWjHBWFDFqtWe9

Applicants must complete the supplemental questionnaire prior to starting the online application process. The application will not be reviewed without a completed supplemental questionnaire. 

Why Work for the Department of Technology (DT)? DT is the centralized technology services provider in the City and County of San Francisco (CCSF). We deliver technology infrastructure and services to approximately 33,000 employees! With an annual operating budget of over $140M and approximately 260 employees, DT provides a host of services that range from Public Safety radio and wiring and Network services to Enterprise Support and the Cloud.

Benefits of Working for CCSF:  In addition to challenging and rewarding work, the City provides a generous suite of benefits to its employees.

• Job security, pension, and robust retirement options
• Competitive pay with consistent bi-yearly or yearly increases
• Hybrid Work with a minimum of 20% of time spent in our office in San Francisco, California for all IT related roles
• Generous paid time off, family leave, and more!
• Diverse work environment in a diverse city
• Union protections and representation
• Career development and growth — move between departments, learn on the job, or take subsidized/reimbursed classes!

PEOPLE-CENTERED SOLUTIONS — have a powerful, meaningful effect on the community each day with people at the heart of every solution!

CLOSING THE DIGITAL DIVIDE — bring the benefits of the internet to low-income and marginalized residents!

SHINE A LIGHT ON WHAT MATTERS — join an award-winning production team at SFGovTV to help residents watch legislators or learn more about what makes this City great!

DRIVE INNOVATION — deliver new, cutting-edge technology to residents and city partners to help San Francisco serve its residents!

The Department of Technology Service Desk is the single point of contact between city users and the department of Technology. The primary functions of the Service Desk are incident control, life cycle management of all service request and communicating with the customer.

The Senior Desktop Support Lead provides complex technical support and assistance clients via email, phone, or in person. Addresses and responds to customer inquiries on services, including installation, operational functions, troubleshooting, and maintenance. Provides customers with preventive maintenance and configuration recommendations to improve product usability, performance, and customer satisfaction. Documents client interactions, including details of inquiries, complaints, comments, and actions taken in Service Now. Additionally, the Sr. Desktop Support Lead provides supervision to operations support staff, including guiding the activities of the people who perform work, training and evaluating performance. The Sr. Desktop Support Lead must possess a deep understanding of the organization's products and services including SharePoint; defines and documents operating processes and procedures; informs management and clients of severe problems; works with local site administrators to resolve problems and implement service requests; performs Active Directory administration support duties and other related duties as assigned. Must be professional and courteous, providing outstanding customer service daily to all customers.

Position Responsibilities

• Handle customer complaints and provide appropriate solutions and alternative within the time limits; follow up to ensure resolution, log all transactions in Service Now ticketing system.
• Provide accurate and complete information by using the right methods and tools.
• Strong phone contact handling skills and active listening
• Direct request and unresolved issues to the designated resource
• Open and resolve Service Now Tickets
• Service desktops and image equipment
• Effectively direct & mentor team junior team members, including technical and functional supervision
• Review and maintain team engagement methods, documentation standards, and process work flow
• Provide, peripheral device support and maintenance (e.g. printers, scanners, monitors, etc.), hardware inventory systems, and device drivers
• Provide insight and guidance on device model BIOS configuration and standardization
• Provide general client software support (e.g. Adobe Reader, FLASH, Java, etc.)
• Provide collaboration in enforcing software licensing entitlements (ensuring said entitlements are not exceeded) and hardware inventory tracking, and perform service Desk phone support as needed
• Perform related duties as assigned
• Strong experience with Windows OS and general Microsoft platform technologies
• Patch (OS and software) deployment remediation experience
• Experience with Desired Configuration Management (DCM) tools
• Understanding of common application technologies (e.g. Office, Internet Explorer)
• Office 365/Microsoft Exchange Experience

Job Type:

These (2) Permanent Exempt - Full Time positions are excluded by the Charter from the competitive civil service examination process and shall serve at the discretion of the appointment officer. The anticipated duration of this project position is thirty-six (36) months and will not result in an eligible list or permanent civil service hiring.

Nature of Work:

Incumbent must be willing to work a 40-hour week as determined by the department, on-call support and occasional weekend work is required. 

The incumbent must be a resident of the State of California or be willing to relocate within 4 weeks of beginning employment with the City and County of San Francisco.

The City and County of San Francisco does not sponsor visas. If you have an F1 student visa, the City will not sponsor the “optional practical training” requirement. All applicants must be able to demonstrate that they are legally able to work in the United States without visa sponsorship by the employer.

Work Location:

Incumbent will conduct the majority of work at the Department of Technology, (1 S Van Ness, Ave San Francisco, CA 94103).  However, there may be situations where the incumbent will be required to work at other sites throughout the City of San Francisco as necessary.

This position does not support fully remote work. Employees may be permitted to work a hybrid schedule with supervisor approval, after which they must work at least two days in the office every two weeks, per the unit's schedule.

Education:

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].

Experience:

Four (4) years of experience performing analysis, installation, technical support, and system administration in a network environment.

License and Certification:

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.

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.

Desired Qualifications:

• Excellent customer service skills; strong written, oral and listening skills. 
• Strong communication and problem-solving skills. 
• Demonstrated ability to interact with customers over the telephone and in-person in a pleasant, professional, and courteous manner.  
• Ability to work independently with minimal supervision and self-motivated
• PBX, VOIP and telecom experience, ITIL certified, MAC certification. 
• Prior supervision experience highly desired.
• (5) years of recent experience in a technical support role which includes supporting workstations and printers on a Microsoft Active Directory Network on a medium-to-large corporate environment.  This experience must include administering Microsoft Windows 10, Mac Support and Microsoft Office Suite 2013/2016
• All experience must have been gained within the last seven (7) years.

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

Note:

1)  Security Clearances & Background Investigations: Criminal Justice Information Services (CJIS) Security Clearance may be required. Positions in this classification may require that successful candidates who become eligible for appointment may be required to go through a background investigation to determine the candidate's suitability for employment in this classification. Factors considered in the investigation may include employment history, use of illegal/controlled substances. Reasons for rejection based on this investigation may include, but not limited to applicable convictions, repeated or serious violations of the law, inability to accept supervision, inability to follow rules and regulations, falsification of application materials and/or other relevant factors. Failure to obtain and maintain security clearance may be basis for termination.

Verification: Applicants may be required to submit verification of qualifying education and experience at any point in the application and/or departmental selection process. Written verification (proof) of qualifying experience must verify that the applicant meets the minimum qualifications stated on the announcement. Written verification must be submitted on employer’s official letterhead, specifying name of employee, dates of employment, types of employment (part-time/full-time), job title(s), description of duties performed, and the verification must be signed by the employer. City employees will receive credit for the duties of the class to which they are appointed. Credit for experience obtained outside of the employee’s class will be allowed only if recorded in accordance with the provisions of the Civil Service Commission Rules. Experience claimed in self-employment must be supported by documents verifying income, earnings, business license and experience comparable to the minimum qualifications of the position. Copies of income tax papers or other documents listing occupations and total earnings must be submitted. 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=456.

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. 

Compensation: $121,212 - $150,202 (annually) / $58.2750 - $72.2125 (hourly)

How to Apply:

• Applicants are encouraged to apply immediately as this recruitment may close at any time, but not before May 15, 2024 at 11:59 PM.
  • Your application MUST include a resume.  To upload, please attach using the "additional attachments" function.
  • In additional to submitting your application, you MUST submit this supplemental questionnaire: https://forms.gle/57kUWjHBWFDFqtWe9

You may contact Carol Wong via email at [email protected] with questions regarding this opportunity.

Late or incomplete submissions will not be considered. Mailed, hand delivered or faxed documents/applications will not be accepted.

Helpful Information

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

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.  

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.