IT Operations Support Administrator III (1093) - Department of Technology

City and County of San Francisco•San Francisco, CA

18h•$109,512 - $135,772•Hybrid

About The Position

The IT Operations Support Administrator III will lead the Tier-1 Department Onboarding Project, a project position anticipated to last up to 36 months. The initiative integrates high-priority departments into the Department of Technology’s IT service portfolio. The role ensures smooth operational transitions, compliance with DT technology standards, and long-term infrastructure stability. The administrator assesses departmental IT needs, creates and carries out onboarding plans, coordinates system upgrades and process improvements, and aligns departmental workflows and technologies with DT standards, including endpoint security practices. The role also oversees technology provisioning, legacy-system upgrades, retirement of outdated dependencies, asset management, and stabilization and integration activities, aiming to minimize disruption during complex operational transitions. The position performs complex technical and operational IT support and systems administration, and may lead, organize, prioritize, and distribute the work of others. It provides technical support to users and technical staff, handles complex help-desk problems, administers systems and user access, supports applications and data center operations, and performs backup, archive, security, and disaster-recovery work. The anticipated shift is 7:30 a.m. to 4:30 p.m. The role is primarily based at the Department of Technology at 1 South Van Ness Avenue in San Francisco, with work at other City sites as needed. The department supports a hybrid work schedule in accordance with City and County of San Francisco remote-work policies.

Requirements

Associate degree in computer science or a closely related field from an accredited college or university, or equivalent coursework: at least 60 semester or 90 quarter units, including at least 20 semester or 30 quarter units in computer science or a closely related field. Substitution provisions are specified in the posting.
Three years of experience performing analysis, installation, and technical support in a network environment.
Additional qualifying experience may substitute for the required degree on a year-for-year basis, up to a maximum of two years, subject to the stated education-unit requirements.
Completion of a one-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.
Applications must clearly explain how the applicant meets the minimum qualifications; verification of education and experience may be required.

Nice To Haves

Excellent customer-service and communication skills.
Ability to interact with customers on-site, by telephone, and in person in a pleasant, professional, and courteous manner.
Strong problem-solving and analytical skills, including effective troubleshooting and resolution of hardware and software problems.
Ability to work independently with minimal supervision.
Expertise or certifications in Intune, SCCM, CrowdStrike, Tanium, Active Directory, JAMF, ITIL, MAC, or VoIP.
Experience with a ticketing system such as ServiceNow.

Responsibilities

Lead the Tier-1 Department Onboarding Project and guide departments through operational transitions with minimal disruption.
Assess departmental IT needs and develop and execute comprehensive onboarding plans.
Coordinate system upgrades and process optimizations, aligning departmental workflows and technologies with DT standards, including endpoint security practices.
Oversee stabilization and integration activities, including provisioning technology, upgrading legacy systems, retiring outdated dependencies, and managing departmental assets.
Perform complex technical and operational IT support and systems administration, or lead the work of staff engaged in routine IT support; organize, prioritize, and possibly distribute assignments; mentor and train staff and provide input into subordinate staff evaluations.
Install, administer, maintain, and upgrade operating systems, hardware, peripherals, and applications.
Monitor, operate, and enhance computers and communications systems across distinctive platforms, on-site or remotely; develop, implement, and document problem solutions.
Provide technical assistance to users and communicate with users and technical staff to identify needs, recommend interfaces, assist with estimates, and consult on the feasibility, costs, and benefits of enhancements.
Handle complex help-desk problems, including tracking, analysis, resolution, escalation, and coordination.
Add and delete users and manage their configurations, security rights, and access rights.
Resolve application problems, define issues, coordinate with programmers, vendors, and operators, and write code as required.
Research hardware and software technologies; prepare specifications and procedures documentation; and purchase necessary hardware, software, manuals, and related items.
Perform data center operational activities.
Monitor complex scheduled jobs across multiple computer platforms and perform scheduled backups, archives, and tape management, including offsite storage of backup tapes.
Analyze, research, and test operating-system and system-software changes for compatibility, performance, and operational capabilities; deploy new or enhanced system tools.
Support security and disaster-recovery needs, including system backup and restoration and operational support at disaster-recovery or recovery sites.
Assess and coordinate user training.
Perform other IT-related duties and tasks as assigned.