Job Abstract

COURT COMPUTER SYSTEMS ENGINEER I

(Class Code 351C)

Temporary Appointment – Up to one year with a possibility of extension.

The Superior Court of California, County of San Francisco (the Court), invites applications from qualified individuals interested in a temporary Court Computer Systems Engineer I position—the position is up to one year with a possibility of extension.

At the San Francisco Superior Court, we rely on our IT systems to help our staff reach and succeed with the public all over San Francisco. We seek a proactive and driven support engineer eager to use and grow their technological skills worldwide and whose contribution to public service will lead to government innovation. The Court Computer Systems Engineer I is responsible for delivering high-quality technical support and assistance to end-users, troubleshooting hardware and software issues, maintaining IT infrastructure to ensure optimal performance and user satisfaction, and performing other job-related duties as required. This role involves effective communication, problem-solving skills, and a customer-centric approach to IT support.

From early on, you will help empower breakthrough innovations and be given challenging assignments. You will receive world-class training to help you become a leader in your field. Our ideal candidate will be passionate about applying their skills to a technology-based business model that creates real-world solutions for the world.

This selection process is being conducted in accordance with San Francisco Superior Court Personnel Rule 4. An eligibility list will not be established.

FINAL FILING DATE: 12:00 PM, July 23, 2024

COMPENSATION: $3,405.94 to $4,140.40 biweekly ($88,554.00 - $107,650.00 annually)

The Court offers a generous benefits package, including various health and dental insurance plans, a contributory retirement plan, paid vacation, sick leave, floating holidays, and holiday pay.

POSITION OVERVIEW

Technical Support:

• Provide timely and effective technical assistance to end-users via various channels (phone, email, chat, or in-person).
• Diagnose and resolve hardware and software issues, including troubleshooting desktops, laptops, printers, and mobile devices.
• Assist users with login problems, password resets, and access control.

Software and Hardware Management:

• Install, configure, and maintain software applications, operating systems, and updates.
• Set up and deploy new hardware, ensuring compatibility and optimal performance.
• Perform routine maintenance tasks, such as system updates, data backups, and hardware cleaning.

Network Support:

• Troubleshoot network connectivity issues, both wired and wireless.
• Assist in setting up and managing network devices, including routers, switches, and access points.
• Monitor network performance and security, identifying and addressing potential vulnerabilities.

User Training and Documentation:

• Create user manuals and documentation for everyday IT tasks and issues.
• Conduct training sessions for end-users to enhance their technical knowledge and proficiency.

IT Asset Management:

• Maintain an inventory of IT assets, including hardware and software licenses.
• Track equipment and software usage, perform audits, and recommend upgrades or replacements.

Security Compliance:

• Ensure compliance with IT security policies and protocols.
• Implement security measures, such as antivirus software and firewalls, and educate users on best practices for data security.

Collaboration and Communication:

• Collaborate with other IT teams or departments to resolve complex technical issues.
• Keep users informed about the status of ongoing issues and resolutions clearly and professionally.

Problem-solving:

• Analyze and resolve technical problems efficiently, escalating issues to higher-level support when necessary.
• Identify recurring issues and propose long-term solutions to prevent them.

Work is typically performed in an office and computer center environment, with continuous contact with other staff and the public. Occasional on-call or after-hours support may be required for urgent technical issues or system maintenance. Remote work is available at the discretion of the Court.

Typical Physical Requirements: Sit for extended periods; frequently stand and walk; average manual dexterity and eye-hand coordination; ability to crawl through various areas requiring movement on hands and knees; ability to climb, stoop, crouch, and kneel; lift and move objects weighing up to 25 lbs.; corrected hearing and vision to normal range; verbal communication; use of office equipment, including computer, telephone, calculator, copiers, and FAX.

REQUIRED QUALIFICATIONS

Any combination of training and experience that would likely provide the required knowledge and abilities qualifies. A typical way to obtain the necessary knowledge and skills would be:

Some previous responsible technical work experience in installing, maintaining, troubleshooting, and repairing computer hardware and software is highly desirable. Prior work experience should include a substantial background in maintaining ongoing communications and contact with computer users to define and resolve problems.

DESIRABLE QUALIFICATIONS

• Excellent verbal and written communication skills
• Strong customer service delivery skills
• Ability to provide Level 1 & 2 support either remotely or in-person
• Proficient in Atlassian product suite, including JIRA service management, Confluence, and JIRA work management
• Strong skills in documenting and drafting Standard Operating Procedures (SOPs) for ITIL
• Knowledge of Active Directory
• Proficient with Microsoft Cloud Office 365 & Microsoft Office Suite
• Knowledgeable in imaging software for PC deployment
• Experienced in hardware and troubleshooting software
• Strong proficiency in Windows 10 and Windows 11
• Proficient with Mac OS and iOS devices
• Skilled in using Citrix and OKTA
• Familiarity with Tanium endpoint management and JAMF (Apple management MDM)
• Experienced in using SAAS products
• Knowledgeable in Remote Tools such as Bomgar, LogMeIn, Dameware, RDP, etc.
• Proficient in VPN tools
• Experienced with video conferencing software like Zoom and Teams
• Basic knowledge and understanding of audio systems
• Skilled in troubleshooting and maintaining printers and copiers (both local and networked)
• Ability to effectively train end-users on various software, databases, and IT equipment.
• Proficient in Adobe Products, including Adobe Reader Pro
• Competent in following procedures and managing time effectively
• Capable of conducting root cause analysis and developing remediation action plans

HOW TO APPLY

Interested individuals must apply online and include a valid email address where the applicant can receive future correspondence regarding the position. Applicants must submit ALL the following items:

• Superior Court of California, County of San Francisco, online employment application (fully completed).
• Resume.
• Statement of qualifications, limited to one page, only explaining why the applicant is interested in the position and is qualified to perform the duties described herein. This one-page statement should briefly describe this position's relative education and experience.

Preparing the online application, including the resume and statement of qualifications, is very important to the selection process. It is recommended that applicants review the information in this announcement and on the application very carefully. Once the application has been submitted, it cannot be corrected, changed, or resubmitted. All applications must be submitted by this announcement's final filing date and time.

SELECTION PROCESS

Initial Screening:

Complete application packages received by the final filing date and time will be evaluated to determine if applicants meet the minimum qualifications. The Court will further evaluate these documents and may interview only those applicants it deems may best meet the needs of the Court. Not all applicants will receive an interview.

Oral Interview:

Selected applicants may be interviewed to determine their relative knowledge, abilities, and skill levels in job-related areas if necessary. If interviews are scheduled, it is anticipated that they will be conducted in July 2024.

Qualified applicants with disabilities requiring reasonable accommodation to participate in the selection process should complete the relevant section on the employment application.

OTHER APPOINTMENT INFORMATION

The appointment to the Court Computer Systems Engineer I position is temporary and will last up to one year with a possibility of extension.

Employment is subject to security clearance. Any false statement or omission of material fact may cause forfeiture of employment. Information presented on employment applications, resumes, and attachments and during the selection process is subject to verification. Employees are prohibited from engaging in activities that conflict with the interests of the Superior Court of California, County of San Francisco.

Immigration laws require all employees hired after November 6, 1986, to provide proof of work eligibility. At the time of appointment to a position, all applicants must possess a valid Social Security number and will be required to present original documents that verify citizenship or legal alien status as well as identity (such as a Social Security card and driver's license, or a green card and a driver's license, or a valid U.S. passport).

THE SUPERIOR COURT OF CALIFORNIA, COUNTY OF SAN FRANCISCO, IS AN EQUAL OPPORTUNITY EMPLOYER. APPLICANTS SHALL NOT BE FAVORED OR DISCRIMINATED AGAINST BECAUSE OF RACE, COLOR, RELIGION, GENDER, NATIONAL ORIGIN, ANCESTRY, CITIZENSHIP, AGE, MARITAL STATUS, PHYSICAL DISABILITY, MENTAL DISABILITY, MEDICAL CONDITION, SEXUAL ORIENTATION, GENETIC INFORMATION, UNION ACTIVITY, POLITICAL AFFILIATION, OR OTHER NON-MERIT FACTOR.

FINAL FILING DATE: 12:00 PM, 07/23/2024

For questions on the above information, contact the Human Resources Office

of the Superior Court of California, County of San Francisco,

(415) 551-5924.