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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) (https://sf311.org/) 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.

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:

+ Assist users with logins, passwords and file and application access.

+ Troubleshoot workstation, printer, network and server issues.

+ Monitor and operate computer and telecommunications systems.

+ Coordinate and maintain inventory, storage areas and server rooms.

+ Install, configure and maintain hardware and software and backups.

+ Prepare and maintain documentation of assets and procedures.

+ Participate in disaster recovery planning, testing and implementation.

+ 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.

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 to solve computer and systems problems.

+ Establish and maintain effective working relationships.

+ Experience performing IT support in a 24/7 call center operation.

Verification:

Please make sure it is clear in your application exactly how you meet the minimum qualifications. Every application is reviewed to ensure that you meet the minimum qualifications as listed in the job ad. Please review our articles on Employment Application and Minimum Qualifications (https://sfdhr.org/recruitment-details#qualifications) and Verification of Experience and/or Education (https://sfdhr.org/recruitment-details#verification) for considerations taken when reviewing applications.

Note: Applications completed improperly may be cause for ineligibility, disqualification or may lead to lower scores. 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. Resumes will not be accepted in lieu of a completed City and County of San Francisco application.

Selection Procedure/Examination Requirements:

After application submission, candidates must complete all subsequent steps to advance in this selection process, which includes the following.

Supplemental Questionnaire (Qualifying):

Candidates will be emailed a required supplemental questionnaire to complete as part of the employment application at a later time. This questionnaire is designed to obtain specific information regarding an applicant's experience in relation to the minimum qualifications for this position. The questionnaire will be used to evaluate if the applicant possesses the required minimum qualifications and will not be scored. All work experience, education, training and other information provided should be consistent with the work history and/or education sections of your application and is subject to verification.

Written Examination (Weight 100%):

Candidates deemed to meet the minimum qualifications will be invited to participate in an in-person written examination designed to measure their relative knowledge, skills and abilities in job-related areas, which may include, but not be limited to, knowledge of: on-site broad based user technical, operational, analytical problem solving support, data processing methods, personal computer applications, network and telecommunications concepts; ability to: communicate effectively verbally/orally and in writing, use logic and analysis to solve systems problems, make minor mechanical repairs to computer and communications equipment, classify, compute and tabulate data and information following a prescribed plan requiring exercise of some judgment, exercise judgment, decisiveness and creativity in situations involving a variety of pre-defined duties subject to frequent change, read and understand professional journals and literature, prioritize competing requests for service. A passing score must be achieved on the written examination in order to continue in the selection process.

Eligible List/Score Report:

A confidential eligible list of applicant names that have passed the civil service examination process will be created and used for certification purposes only. An examination score report will be established, so applicants can view the ranks, final scores and number of eligible candidates. Applicant information, including names of applicants on the eligible list, shall not be made public unless required by law. However, an eligible list shall be made available for public inspection, upon request, once the eligible list is exhausted or expired and referrals resolved. The eligible list/score report resulting from this civil service examination process is subject to change after adoption (e.g., as a result of appeals), as directed by the Human Resources Director or the Civil Service Commission.

The duration of the eligible list resulting from this examination process will be 6 months and may be extended with the approval of the Human Resources Director.

To find Departments which use this classification, please see: https://sfdhr.org/sites/default/files/documents/Forms-Documents/Position-Counts-by-Job-Codes-and-Department-FY-2022-23.pdf.

Terms of Announcement and Appeal Rights:

Applicants must be guided solely by the provisions of this announcement, including requirements, time periods and other particulars, except when superseded by federal, state or local laws, rules or regulations. Clerical errors may be corrected by the posting the correction on the Department of Human Resources website at https://careers.sf.gov.

The terms of this announcement may be appealed under Civil Service Rule 111A.35.1. The standard for the review of such appeals is ‘abuse of discretion’ or ‘no rational basis’ for establishing the position description, the minimum qualifications and/or the certification rule. Appeals must include a written statement of the item(s) being contested and the specific reason(s) why the cited item(s) constitute(s) abuse of discretion by the Human Resources Director. Appeals must be submitted directly to the Executive Officer of the Civil Service Commission within five business days of the announcement issuance date.

Additional Information Regarding Employment with the City and County of San Francisco:

+ Information About the Hiring Process (https://careers.sf.gov/knowledge/process/)

+ Conviction History

+ Employee Benefits Overview  (https://careers.sf.gov/benefits/)

+ Equal Employment Opportunity (https://www.sf.gov/what-equal-employment-opportunity-and-how-file-claim)

+ Disaster Service Worker (https://sfdhr.org/disaster-service-workers)

+ ADA Accommodation

+ Veterans Preference (https://sfdhr.org/recruitment-details#veteranspreference)

+ Right to Work

+ Copies of Application Documents (https://sfdhr.org/recruitment-details#copies)

+ Diversity Statement

Applicants will receive a confirmation email from [email protected] that their online application has been received in response to every announcement for which they file. Applicants should retain this confirmation email for their records. Failure to receive this email means that the online application was not submitted or received.

Applicants may be contacted by email about this recruitment and, therefore, it is their responsibility to ensure that their registered email address is accurate and kept up-to-date. Also, applicants must ensure that email from CCSF is not blocked on their computer by a spam filter. To prevent blocking, applicants should set up their email to accept CCSF mail from the following addresses (@sfgov.org, @sfdpw.org, @sfport.com, @flysfo.com, @sfwater.org, @sfdph.org, @asianart.org, @sfmta.com, @sfpl.org, @dcyf.org, @first5sf.org, @famsf.org, @ccsf.edu, @smartalerts.info, and @smartrecruiters.com).

Exam Analyst Information: If you have any questions regarding this recruitment or application process, please contact the exam analyst at [email protected].

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.