IT Support Administrator l (1091) - 311 -Office of the City Administrator (List ID #153915)

Company Description

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

Specific information regarding this recruitment process is listed below:

• Application Opening: May 20, 2025
• Application Deadline: May 28, 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.

Job 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.

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.

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:

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.

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.

Special Condition:

Requires heavy lifting of 35 lbs.

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 when candidates are referred to hiring.

• Work independently with minimal supervision and as a member of a team.
• Communicate effectively orally and in writing.
• Use logic and analysis