IT Support Administrator l (1091) - 311 Customer Service Center & Department of Public Health (Eligible List ID: #153915)

Company Description

This recruitment has been reopened to support collaboration with the San Francisco Department of Public Health (DPH).

This is a Position-Based Test conducted in accordance with CSC Rule 111A.

Specific information regarding this recruitment process is listed below:

• Application Opening (original): May 20, 2025
• Reopened (to fill an additional vacancy): Monday, November 3, 2025
• Application Deadline: Wednesday, November 5, 2025 (11:59 PM, PST)

San Francisco 311 Customer Service Center (SF311) provides a prompt, courteous, and professional customer service available 24 hours a day 7 days a week to San Francisco residents, visitors, and businesses seeking general information or City services, enabling the government to be transparent, responsive, effective, and efficient: 

• Serves as a single point of entry for and resolution of information and service requests 
• Continually integrates updated information from across the government 
• Enables improved government service delivery through performance reporting and analysis 
• Supports emergency response for the government and community through information and communications 
  
  Staffed 24 hours a day, 7 days a week, the 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.

The San Francisco Department of Public Health (DPH) prioritizes equitable and inclusive access to quality healthcare for its community and values the importance of diversity in its workforce. All employees at the Department of Public Health work to advance equity, inclusion, and diversity with a specific lens and focus on race, ethnicity, gender, sex, sexuality, disability, and immigration status. 

Job Description

SF311 Role Description:
Under general supervision, the IT Support Administrator I provides technical support for SF311’s networks, data center, distinctive computers and devices; installs, maintains and enhances software, hardware and peripherals; performs basic helpdesk functions, coordinates user training, performs data and access protection processes and related computerized data input and record maintenance.

DPH Role Description:
Under general direction, the Service Desk Support position provides endpoint computing and technical support for over 8,000 Department of Public Health users across hospitals, clinics, and remote sites. This entry-level role delivers frontline IT assistance, system administration, and troubleshooting for hardware, software, and operating systems. Strong customer service, communication, and problem-solving skills are essential. The ideal candidate is a collaborative, adaptable professional who thrives in a fast-paced, diverse environment.

Common Examples of Important and Essential Duties:

1. Assist users with logins, passwords and file and application access.
2. Troubleshoot workstation, printer, network and server issues.
3. Monitor and operate computer and telecommunications systems.
4. Coordinate and maintain inventory, storage areas and server rooms.
5. Install, configure and maintain hardware and software and backups.
6. Prepare and maintain documentation of assets and procedures.
7. Participate in disaster recovery planning, testing and implementation.
8. Performs other related duties as assigned.

Please note that incumbents in this classification may be required to perform the full range of duties as listed in the class specification.

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

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:
Experi