"As-Needed" Service Desk Administrator (IT Operations Support Administrator III) - SFDEM
City and County of San Francisco
- San Francisco, CA
- Temporary
- Part-time
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.Qualifications1. 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]. AND2. 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.
- Strong understanding and direct experience configuring and managing Microsoft Intune clients.
- Hands-on experience with Microsoft Azure cloud platform, user configuration, and migration.
- Ability to think on your feet, provide well-thought out solutions, and create new procedures for departmental staff.