IT Operations Support Administrator II – Information Technology - Public Works

As the IT Operations Support Administrator II, you will provide first-level technical support for networks and a range of IT hardware, including computers, printers, mobile devices, security cameras, and key management systems. The IT Operations Support Administrator II will also support MS Office 365, manage Outlook Web Access user support and setup, administer remote VPN access for users and maintain an accurate IT asset management inventory. This role involves installing, configuring, customizing and maintaining application and system software and computer hardware, coordinating user training, and assisting with assigned cybersecurity tasks and processes. Your exceptional customer service aptitude and ability to engage with customers in a friendly and professional demeanor will prove to be successful in cultivating positive working relationships with colleagues, departmental users, and vendors.

Supervision Exercised:
Journey level - this role may provide technical oversight to subordinate clerical or trainee operations support staff.

IMPORTANT AND ESSENTIAL DUTIES

Your duties as IT Operations Support Administrator II may include, but are not limited to the following: 

• Monitor, operate and enhance moderately complex computers with different and distinct platforms that may include mainframes, mid-range server systems, desktop computers, mobile devices, and communications systems to ensure proper functioning, and recommend solutions to correct malfunctions.
• Maintain and document scripts and procedures used to enhance existing desktop computer functions.
• Provide problem determination and technical assistance to users; escalate and coordinate problem resolution activities; perform help desk functions.
• Administer remote logins system securities, data transfers, and other remote activities.
• Retrieve and download/ upload data; assist with the transition of data/operations between systems; may provide on-site technical support for information technology equipment.
• Research, analyze and test application or system software for compatibility and capability to specific job applications and assignments; may recommend hardware and software purchases.
• May ensure the accuracy of computer reports and data integrity.
• Maintain information technology materials and supply inventories; reconcile discrepancies of service and payments.
• Prepare specifications, may need to request procurement quotations from vendors.
• Compile, tabulate and generate reports; document procedures and programs; may develop written help materials.
• Perform and monitor scheduled job executions, including system and application backups and archiving tasks, on multiple, distinctive platforms, including mainframes, mid-range computers, and data storage; maintain system backups and control records; assist in the maintenance of files and libraries; create logical directory structure; may be responsible for retention and storage of databases; perform routine tape management functions for various, different computer platforms.
• May provide technical oversight to subordinate clerical or trainee operations support staff.

Minimum Qualifications:

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 earned [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].

Experience:

• One (1) year of experience performing analysis, installation and technical support in a network environment.

Substitution:

• Additional experience as described above may substitute 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.

SUPPLEMENTAL INFORMATION

Essential duties require the following physical skills and work requirements: Some positions may require sufficient strength and coordination for lifting, pushing, pulling and/or carrying the weight of computer equipment. May require bending, stooping and/or crawling in order to install or repair computer or printer cables. May require hand/eye coordination for semi-skilled movements, such as taking apart casings, installing parts, reconnecting computers and data entry. This position may require rotational, shift overtime work. May be required to travel to and work at a disaster recovery site, which may be located out of state, to resume data center operations after a disaster.

What else should I know?
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 and Verification of Experience and/or Education for considerations taken when reviewing applications. 

Verification:
Applicants may be required to submit verification of qualifying education and experience at any point during the recruitment and selection process. More information can be found at: https://sfdhr.org/information-about-hiring-process#verification

All work experience, education, training and other information substantiating how you meet the minimum qualifications must be included on your application by the filing deadline. Information submitted after the filing deadline will not be considered in determining whether you meet the minimum qualifications.

Resumes will not be accepted in lieu of a completed City and County of San Francisco application. 

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.

Selection Procedures:
After application submission, candidates deemed qualified must complete all subsequent steps to advance in this selection process.

The selection process will include an evaluation of applications in relation to minimum requirements. Depending on the number of applicants, the department may establish and implement additional screening mechanisms to comparatively evaluate the qualifications of candidates. If this becomes necessary, only those applicants whose qualifications most closely meet the needs of the department will move forward in the recruitment process.

Minimum Qualification Supplemental Questionnaire (MQSQ):
Candidates may be required to complete an MQSQ as part of the employment application. This MQSQ is designed to obtain specific information regarding an applicant's experience in relation to the Minimum Qualifications (MQ) for this position. The MQSQ will be used to evaluate if the applicant possesses the required minimum qualifications.

Applicants who meet the minimum qualifications are not guaranteed advancement through all of the steps in the selection procedure.

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

• Information About the Hiring Process
• Conviction History
• Employee Benefits Overview  
• Equal Employment Opportunity 
• Disaster Service Worker
• ADA Accommodation
• Right to Work
• Copies of Application Documents
• Diversity Statement

Statement on Diversity, Equity, and Inclusion: At the City and County of San Francisco, we share a commitment to a diverse, inclusive and equitable community. Each member of our organization is responsible and accountable for what they say and do to make San Francisco an inclusive and equitable place to live and work by employing fair and just practices to and for all.

Applicants will receive a confirmation email 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.

If you have any questions regarding this recruitment or application process, please contact the analyst, Tara Stevens at tara.stevens@sfdpw.org.

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.