"As-Needed" Service Desk Administrator (IT Operations Support Administrator III) - SFDEM (1093)

Company Description

Interested applicants are encouraged to apply immediately as the application filing period may close at any time.

We manage and prepare for everyday and not-so-everyday emergencies in San Francisco. Our dispatchers answer 9-1-1 when you call. Our planners help you prepare for disaster and manage our response and recovery. Our team manages the homeland security priorities for the San Francisco Bay Area. For more information on the Department of Emergency Management, please visit: http://www.sfdem.org/.

Job Description

Appointment Type: 
This is a Category 16, Temporary Exempt (TEX), as-needed position not to exceed six (6) months or 1,040 hours in a fiscal year. This position is excluded by the Charter from the competitive civil service examination process and shall serve at the discretion of the Appointing Officer.

Position Description:
Under general direction, the Service Desk Administrator will provide first-level desktop, software, and application support to customers. Additional essential functions include: answer phones, generate tickets and resolve, monitor, track, and refer problems and requests to the proper group, Department, or support vendors; escalate problems as necessary to ensure resolution; follow-up on open trouble tickets and request for final resolution; keep customers informed and updated on the status of problems and requests; define and document Service Desk solutions, processes, and procedures; inform management and clients of severe problems; work with local site engineers and desktop administrators to resolve problems and implement service requests; perform end-user and application administration support duties; provide prompt, professional, courteous and outstanding customer service on a daily basis to all customers; and perform related duties as assigned.

Nature of Work:
Candidate must be responsive and flexible with assigned tasks and able to work as part of a diverse team in a fast-paced environment. The 9-1-1 dispatch center and Service Desk operates 24 hours a day, 7 days per week. This is an as-needed position with irregular and limited hours; the position will require the ability to work evenings, nights, weekends, and holidays typically with very little notice when needed to work a shift. 

Qualifications

1. Possession of 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]. AND

2. Three (3) years of experience performing analysis, installation, and technical support in a network environment.

In addition to the above minimum qualifications, this experience must include the following which could be gained concurrently with #2 above: two (2) years of verifiable and recent experience working on a technical help desk in a ticketing and workflow environment using a help desk management system to perform basic desktop hardware/software troubleshooting; and two (2) years of experience supporting workstations and printers in a Microsoft Windows environment which must include administering Microsoft Windows 10 and supporting Microsoft Office 365.  

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.

Note: One year of experience is equivalent to 2,000 hours (2,000 hours of qualifying work experience is based on a 40-hour work week). Applicants must meet the minimum qualification requirement by the filing deadline 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 for hiring.

• Baccalaureate degree from an accredited college or university in computer science, information systems, data processing, or a closely related field.
• Excellent customer service skills.
• Strong written, oral, and listening skills.
• Strong communication and problem-solving skills.
• The ability to interact with customers over the telephone and in-person in a pleasant, professional, and courteous manner. 
• The ability to work independently with minimal supervision.