DataSF
Senior Desktop Support Lead - Department of Technology (1094)
DataSF, San Francisco, California, United States, 94199
Senior Desktop Support Lead - Department of Technology (1094)
Apply using SmartRecruiters, the City and County of San Francisco's application portal.Applicants must complete the supplemental questionnaire prior to starting the online application process. The application will not be reviewed without a completed supplemental questionnaire.Why Work for the Department of Technology (DT)?
DT is the centralized technology services provider in the City and County of San Francisco (CCSF). We deliver technology infrastructure and services to approximately 33,000 employees! With an annual operating budget of over $140M and approximately 260 employees, DT provides a host of services that range from Public Safety radio and wiring and Network services to Enterprise Support and the Cloud.Benefits of Working for CCSF:
In addition to challenging and rewarding work, the City provides a generous suite of benefits to its employees.Job security , pension, and robust retirement options.Competitive pay
with consistent bi-yearly or yearly increases.Hybrid Work
with a minimum of 20% of time spent in our office in San Francisco, California for all IT related roles.Generous paid time off,
family leave, and more!Diverse
work environment in a diverse city.Union protections
and representation.Career development and growth — move between departments, learn on the job, or take subsidized/reimbursed classes!Position ResponsibilitiesHandle customer complaints and provide appropriate solutions and alternative within the time limits; follow up to ensure resolution, log all transactions in Service Now ticketing system.Provide accurate and complete information by using the right methods and tools.Strong phone contact handling skills and active listening.Direct request and unresolved issues to the designated resource.Open and resolve Service Now Tickets.Service desktops and image equipment.Effectively direct & mentor junior team members, including technical and functional supervision.Provide peripheral device support and maintenance (e.g. printers, scanners, monitors, etc.).Provide insight and guidance on device model BIOS configuration and standardization.Perform related duties as assigned.Strong experience with Windows OS and general Microsoft platform technologies.Patch (OS and software) deployment remediation experience.Experience with Desired Configuration Management (DCM) tools.Understanding of common application technologies (e.g. Office, Internet Explorer).Office 365/Microsoft Exchange Experience.Job Type:
These (2) Permanent Exempt - Full Time positions are excluded by the Charter from the competitive civil service examination process and shall serve at the discretion of the appointment officer. The anticipated duration of this project position is thirty-six (36) months and will not result in an eligible list or permanent civil service hiring.Nature of Work:
Incumbent must be willing to work a 40-hour week as determined by the department; on-call support and occasional weekend work is required.Work Location:
Incumbent will conduct the majority of work at the Department of Technology,
(1 S Van Ness, Ave San Francisco, CA 94103) . However, there may be situations where the incumbent will be required to work at other sites throughout the City of San Francisco as necessary.How to qualify
Education:
Requires 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.Experience:
Four (4) years of experience performing analysis, installation, technical support, and system administration in a network environment.License and Certification: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).Desired Qualifications:Excellent customer service skills; strong written, oral and listening skills.Strong communication and problem-solving skills.Demonstrated ability to interact with customers over the telephone and in-person in a pleasant, professional, and courteous manner.Ability to work independently with minimal supervision and self-motivated.Prior supervision experience highly desired.(5) years of recent experience in a technical support role which includes supporting workstations and printers on a Microsoft Active Directory Network on a medium-to-large corporate environment. This experience must include administering Microsoft Windows 10, Mac Support and Microsoft Office Suite 2013/2016.Applicants must meet the minimum qualification requirement by the final filing date unless otherwise noted.Note:
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.What else should I know?
Compensation: $121,212 - $150,202 (annually) / $58.2750 - $72.2125 (hourly)How to Apply:Applicants are encouraged to apply immediately as this recruitment may close at any time, but not before May 15, 2024 at 11:59 PM.Late or incomplete submissions will not be considered. Mailed, hand delivered or faxed documents/applications will not be accepted.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.
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Apply using SmartRecruiters, the City and County of San Francisco's application portal.Applicants must complete the supplemental questionnaire prior to starting the online application process. The application will not be reviewed without a completed supplemental questionnaire.Why Work for the Department of Technology (DT)?
DT is the centralized technology services provider in the City and County of San Francisco (CCSF). We deliver technology infrastructure and services to approximately 33,000 employees! With an annual operating budget of over $140M and approximately 260 employees, DT provides a host of services that range from Public Safety radio and wiring and Network services to Enterprise Support and the Cloud.Benefits of Working for CCSF:
In addition to challenging and rewarding work, the City provides a generous suite of benefits to its employees.Job security , pension, and robust retirement options.Competitive pay
with consistent bi-yearly or yearly increases.Hybrid Work
with a minimum of 20% of time spent in our office in San Francisco, California for all IT related roles.Generous paid time off,
family leave, and more!Diverse
work environment in a diverse city.Union protections
and representation.Career development and growth — move between departments, learn on the job, or take subsidized/reimbursed classes!Position ResponsibilitiesHandle customer complaints and provide appropriate solutions and alternative within the time limits; follow up to ensure resolution, log all transactions in Service Now ticketing system.Provide accurate and complete information by using the right methods and tools.Strong phone contact handling skills and active listening.Direct request and unresolved issues to the designated resource.Open and resolve Service Now Tickets.Service desktops and image equipment.Effectively direct & mentor junior team members, including technical and functional supervision.Provide peripheral device support and maintenance (e.g. printers, scanners, monitors, etc.).Provide insight and guidance on device model BIOS configuration and standardization.Perform related duties as assigned.Strong experience with Windows OS and general Microsoft platform technologies.Patch (OS and software) deployment remediation experience.Experience with Desired Configuration Management (DCM) tools.Understanding of common application technologies (e.g. Office, Internet Explorer).Office 365/Microsoft Exchange Experience.Job Type:
These (2) Permanent Exempt - Full Time positions are excluded by the Charter from the competitive civil service examination process and shall serve at the discretion of the appointment officer. The anticipated duration of this project position is thirty-six (36) months and will not result in an eligible list or permanent civil service hiring.Nature of Work:
Incumbent must be willing to work a 40-hour week as determined by the department; on-call support and occasional weekend work is required.Work Location:
Incumbent will conduct the majority of work at the Department of Technology,
(1 S Van Ness, Ave San Francisco, CA 94103) . However, there may be situations where the incumbent will be required to work at other sites throughout the City of San Francisco as necessary.How to qualify
Education:
Requires 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.Experience:
Four (4) years of experience performing analysis, installation, technical support, and system administration in a network environment.License and Certification: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).Desired Qualifications:Excellent customer service skills; strong written, oral and listening skills.Strong communication and problem-solving skills.Demonstrated ability to interact with customers over the telephone and in-person in a pleasant, professional, and courteous manner.Ability to work independently with minimal supervision and self-motivated.Prior supervision experience highly desired.(5) years of recent experience in a technical support role which includes supporting workstations and printers on a Microsoft Active Directory Network on a medium-to-large corporate environment. This experience must include administering Microsoft Windows 10, Mac Support and Microsoft Office Suite 2013/2016.Applicants must meet the minimum qualification requirement by the final filing date unless otherwise noted.Note:
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.What else should I know?
Compensation: $121,212 - $150,202 (annually) / $58.2750 - $72.2125 (hourly)How to Apply:Applicants are encouraged to apply immediately as this recruitment may close at any time, but not before May 15, 2024 at 11:59 PM.Late or incomplete submissions will not be considered. Mailed, hand delivered or faxed documents/applications will not be accepted.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.
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