Senior Desktop Support Lead - Department of Technology (1094)
: Job Details :

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 Responsibilities:

• Handle customer complaints and provide appropriate solutions and alternatives within time limits; follow up to ensure resolution, log all transactions in Service Now ticketing system.
• Provide accurate and complete information using the right methods and tools.
• Strong phone contact handling skills and active listening.
• Direct requests 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.
• Review and maintain team engagement methods, documentation standards, and process workflow.
• Provide peripheral device support and maintenance (e.g. printers, scanners, monitors, etc.), hardware inventory systems, and device drivers.
• Provide insight and guidance on device model BIOS configuration and standardization.
• Provide collaboration in enforcing software licensing entitlements and hardware inventory tracking, and perform Service Desk phone support as needed.
• 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.

The incumbent must be a resident of the State of California or be willing to relocate within 4 weeks of beginning employment with the City and County of San Francisco.

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.

This position does not support fully remote work. Employees may be permitted to work a hybrid schedule with supervisor approval, after which they must work at least two days in the office every two weeks, per the unit's schedule.

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 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.

Applicants must meet the minimum qualification requirement by the final filing date unless otherwise noted.

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, 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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