1093-IT Operations Support Administrator III
: Job Details :

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

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Department: Emergency ManagementJob class: 1093-IT Operations Support Administrator III Salary range: $102,154.00 - $126,672.00Role type: Temporary Provisional Permanent Civil ServiceHours: Full-time

About:

The San Francisco Department of Emergency Management (DEM) manages disaster preparation, mitigation, and response; 9-1-1 dispatch, and homeland security grant distribution for the City and County of San Francisco. For more information on the Department of Emergency Management, please visit: sfdem.org.

Application Opening: October 11, 2024Application Deadline: No sooner than October 25, 2024 (11:59 PM PT)Recruitment ID: TPV-1093-143672

Under general direction, the IT Operations Support Administrator III provides 24/7/365 911 help desk support. Performs a full range of system administration, data center operational activities, and system monitoring activities for the 911 network with servers, multiple Local Area Networks (LANs) and computers at a Network Operations Center (NOC). Assists with system administration for a large network within a framework of established procedures; provides ongoing and remedial user training and support; establishes and performs data and access protection processes; and performs related work which includes data input and record maintenance. Processes and escalates service tickets as required. Notifies users, vendors, and DEM administration staff of system problems as required.

The incumbent's full-time work schedule is from Tuesday through Saturday, 11:00 p.m. to 7:00 a.m. at 1011 Turk Street, San Francisco, CA 94102.

Examples of essential duties include but are not limited to:

• Ability to support a 24/7/365 call center environment on a rotating shift basis.
• Perform a full range of desktop tier-one support for desktops, servers, communications components, etc. to include user training and triage.
• Interface with users, engineers, and vendors to determine and communicate needs and resolve technical issues.
• Escalate service requests as required including performing notifications of management personnel and communications to the user community.
• Document problem resolution into knowledge databases and ticketing system.
• Utilize ServiceDesk Incident and Asset Management systems; conduct inventory audits.
• Maintain documentation on procedures for repair, installation, and maintenance of various IT systems.
• Provide telephone support and off-site support as required.
• Install, configure and administer miscellaneous City software applications.
• Perform and monitor scheduled job executions, including system and application backups and archiving tasks, on multiple, distinctive platforms.
• Perform related duties and responsibilities as assigned.

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:Three (3) years of experience performing analysis, installation, and technical support in a network environment.

Substitution:Additional experience may be substituted for the required degree on a year-for-year basis (up to a maximum of two (2) years). Completion of a one (1) year State (DAS) Information Technology apprenticeship program may substitute for the required education.

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

DESIRABLE QUALIFICATIONS:

• At least 5 years working experience in providing Help Desk support through a ticketing system.
• Experience providing Level-1 support to customers over the phone, live chat, and email.
• Proven analytical and problem-solving abilities.
• Provide Level 1 technical support for the City 0365 Enterprise environment.
• General knowledge of application lifecycle related to Office 0365.
• Exceptional teamwork and leadership skills.

What else should I know?

SELECTION PROCEDURES: The selection process will include evaluation of applications in relation to minimum requirements. Applicants meeting the minimum qualifications are not guaranteed advancement to the interview.

Notes: 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:

Submit your application through this job ad. Applicants will receive a confirmation email from ...@careers.sf.gov that their online application has been received.

Analyst Information:If you have any questions regarding this recruitment or application process, please contact the analyst, Vanessa Auyong at ...@sfgov.org.

The City and County of San Francisco encourages women, minorities and persons with disabilities to apply.

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