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

City and County of San Francisco•San Francisco, CA

14d•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, alignment with DT technology standards, and long-term infrastructure stability. It assesses departmental IT needs, develops and carries out onboarding plans, coordinates system upgrades and process improvements, and aligns workflows and technologies with established 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 The role also oversees technology provisioning, legacy-system upgrades, retirement of outdated dependencies, asset management, and stabilization and integration activities, with the aim of minimizing disruption. The position performs complex technical and operational IT support and systems administration, and may lead, organize, prioritize, and distribute the work of staff performing routine IT support. Work includes administering systems and devices, resolving complex help-desk and application issues, supporting users, managing access, carrying out data-center operations, testing and deploying system changes, and supporting security, backup, and disaster recovery needs. The incumbent works primarily at the Department of Technology, 1 South Van Ness Avenue, San Francisco, with possible work at other City sites. The department supports a hybrid work schedule under City and County of San Francisco remote-work policies. The anticipated shift is 7:30 a.m. to 4:30 p.m.

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 credits, including at least 20 semester or 30 quarter credits in computer science or a closely related field.
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 coursework equivalency.
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.

Nice To Haves

Excellent customer service and communication skills, including professional and courteous interactions with customers onsite, by telephone, and in person.
Strong problem-solving and analytical skills, including effective hardware and software troubleshooting.
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, align workflows and technologies with DT standards, and support endpoint security practices.
Oversee technology provisioning, legacy-system upgrades, retirement of outdated dependencies, departmental asset management, and stabilization and integration activities.
Perform complex technical and operational IT support and systems administration; organize and prioritize work and, as applicable, distribute assignments, mentor and train staff, and provide input into evaluations.
Install, administer, maintain, and upgrade operating systems; configure, repair, maintain, and upgrade hardware and peripherals; and install and enhance applications.
Monitor, operate, and enhance computer systems across platforms, including servers, desktops, mobile devices, and communications systems, onsite or remotely; develop, implement, and document solutions.
Provide technical assistance to users, determine and communicate needs with users and technical staff, recommend interfaces, assist with estimates, and consult on feasibility, costs, and benefits of enhancements.
Handle complex help-desk problems, including tracking, analysis, resolution, escalation, and coordination.
Create and remove user accounts and manage user configurations, security rights, and access rights.
Resolve application problems, define issues, coordinate with programmers, vendors, and operators, and write code when required.
Research hardware and software technologies, prepare specifications and procedure documentation, and purchase necessary equipment, software, and manuals.
Perform data-center operational activities, including complex scheduled job execution, backups and archives, and tape management and offsite storage.
Analyze, research, and test operating-system and system-software changes across computers for compatibility, performance, and operational capabilities; deploy new or enhanced system tools.
Support security and disaster-recovery requirements, 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.