IT Operations Support Administrator IV (1094) – Information and Technology - Human Services Agency (161749)

The 1094 IT Operations Support Administrators’ primary responsibility includes patch management and deployment of updates to endpoints. The incumbent will be responsible for the management of on-premise and cloud-based patching and deployment systems, using native tools as well as PowerShell methods.

The 1094 IT Operations Support Administrator (OSA) will also provide tier 3 and engineering daily support and administration of a Microsoft Configuration Manager (SCCM) infrastructure or Intune platform in a Windows operating system environment. The 1094 IT OSA will be responsible for providing deployment, configuration, and support of desktop technologies in a distributed environment.

Essential Duties and Functions

According to Civil Service Commission Rule 109, the duties specified below are representative of the range of duties assigned to this job code/class and are not intended to be an inclusive list; and may include additional duties as assigned.

1. Supports Windows operating system environment with 2000+ workstations, 200+printers, and various software applications.
2. Provides technical assistance to users at various remote locations throughout the HSA and accesses user's computers through VNC (virtual network computing) technology to diagnose computer problems and to install software updates.
3. Installs, configures, and troubleshoots computer hardware, peripherals, and various software applications.
4. Manages user accounts in Active Directory and Office 365.
5. Supports and troubleshoots common Office 365 applications.
6. Provides remote assistance using desktop support tools.
7. Manages software distribution including Microsoft Security upgrades and standard desktop software and prioritizes and coordinates security patch and software testing schedules and distributions.
8. Creates packages, collections, and advertisements for distributions.
9. Customizes reports and dashboards for use in planning corporate hardware and software requirements.
10. Works with information security to identify and remediate areas of workstation risks.
11. Provides 3rd level support for the Microsoft Configuration Manager infrastructure and standard desktop software.
12. Meets with internal clients to assess needs, identify key challenges, and define project scope and deliverables for software application deliveries.
13. Investigates and solves issues with Configuration Manager Client on endpoints.
14. Troubleshoots and corrects Microsoft Configuration Manager client and distribution point errors.
15. Troubleshoots failed Microsoft Configuration Manager deployments and Microsoft Configuration Manager health issues.
16. Administers the Microsoft Configuration Manager tool set back end to keep the system running and healthy, including changes to the core components and settings, software delivery, client health, reporting, boundaries, and bandwidth settings.
17. Manages and administers Microsoft Configuration Manager client health, including the process of getting clients healthy.

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 [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

Four (4) years of experience performing analysis, installation, technical support, and system administration in a network environment.

Special Conditions

1. Two (2) years’ experience Windows Operating System
2. Possession of a valid California’s Driver’s License
3. Ability to lift heavy objects with assistance

License and Certification

This position requires possession of a valid California Driver’s License

Substitution

Additional experience as described above may be substituted 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.

Desirable Qualifications

The stated desirable qualifications may be used to identify job finalists at the end of the selection process, when candidates are referred for hiring:

• Three (3) years’ experience in either SCCM, Microsoft Intune, or Microsoft Configuration Manager 3+ Windows Administration – Active Directory, Scripting
• Three (3) years’ experience in PowerShell, DOS) Networking concepts – DNS, DHCP, Troubleshooting TCP/IP
• Strong communication, problem solving, and technical writing skills with excellent customer service and support skills
• One (1) year experience ServiceNow Experience, ITIL, Change Management
• Extensive knowledge and/or prior experience with standard software package and patch deployment methodologies, adhering to standard change control processes within mid (500+) to large (1000+) organizations

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 and manual dexterity for semi-skilled movements, such as taking apart casings, installing parts, reconnecting computers and data entry.
• This position may require rotational, shift and 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.

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

Verification of Experience and/or Education

Every application is reviewed to ensure that you meet the minimum qualifications as listed in the job ad. Review SF Careers Employment Applications for considerations taken when reviewing applications. 

Applicants may be required to submit verification of qualifying education and experience at any point during the recruitment and selection process. If education verification is required, information on how to verify education requirements, including verifying foreign education credits or degree equivalency, can be found at https://careers.sf.gov/knowledge/experience-education/.

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.

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

Applications completed improperly may be cause for intelligibility, or disqualification or may lead to lower scores.

SELECTION PROCEDURES

Supplemental Questionnaire Examination: (Weight = 100%)

Candidates who meet the Minimum Qualifications will be invited to complete the Supplemental Questionnaire Examination; this exam is designed to measure knowledge, skills and/or abilities in job-related areas which may include but not be limited to: knowledge of common operations system and relational databases; installation, maintenance of software/hardware; analytical skills, communication, customer service, and leadership.

Candidate scores on this examination may also be applied to other announcements involving other job titles, when directed by the Human Resources Director.

A passing score must be achieved on the Supplemental Questionnaire Examination in order to continue in the selection process.

The above test components are considered standardized and, therefore, test questions and answers are not available for public inspection or review.

Additional Information

Eligible List/Score Report:

A confidential eligible list of applicant names that have passed the civil service examination process will be created and used for certification purposes only. An examination score report will be established, so applicants can view the ranks, final scores and number of eligible candidates. Applicant information, including names of applicants on the eligible list, shall not be made public unless required by law. However, an eligible list shall be made available for public inspection, upon request, once the eligible list is exhausted or expired and referrals resolved. The eligible list/score report resulting from this civil service examination process is subject to change after adoption (e.g., as a result of appeals), as directed by the Human Resources Director or the Civil Service Commission.

The duration of the eligible list resulting from this examination process will be of six (6) months and may be extended with the approval of the Human Resources Director.

To find Departments which use this classification, please see the city’s Position Counts by Job Codes and Departments.

Terms of Announcement and Appeal Rights:

Applicants must be guided solely by the provisions of this announcement, including requirements, time periods and other particulars, except when superseded by federal, state or local laws, rules or regulations. Clerical errors may be corrected by the posting the correction on the Department of Human Resources website at https://careers.sf.gov/.

The terms of this announcement may be appealed under Civil Service Rule 111A.35.1. The standard for the review of such appeals is ‘abuse of discretion’ or ‘no rational basis for establishing the position description, the minimum qualifications and/or the certification rule. Appeals must include a written statement of the item(s) being contested and the specific reason(s) why the cited item(s) constitute(s) abuse of discretion by the Human Resources Director. Appeals must be submitted directly to the Executive Officer of the Civil Service Commission within five business days of the announcement issuance date.

To find Departments which use this classification, please see https://sfdhr.org/sites/default/files/documents/Forms-Documents/Position-Counts-by-Job-Codes-and-Department-FY-2023-24.pdf

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
• Veterans Preference
• Seniority Credit in Promotional Exams
• Right to Work
• Copies of Application Documents
• Diversity Statement

Where to Apply

All job applications for the City and County of San Francisco must be submitted through our online portal. Please visit https://careers.sf.gov/ to begin your application process.

Computers are available for the public (9:00 a.m. to 4:00 p.m. Monday through Friday) to file online applications in the lobby of the Dept. of Human Resources at 1 South Van Ness Avenue, 4th Floor and at the City Career Center at City Hall, 1 Dr. Carlton B. Goodlett Place, Room 110.

Ensure your application information is accurate, as changes may not be possible after submission. Your first and last name must match your legal ID for verification, and preferred names can be included in parentheses. Use your personal email address, not a shared or work email, to avoid unfixable issues.

Applicants will receive a confirmation email from notification@smartrecruiters.com 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. Applicants may be contacted by email about this recruitment and, therefore, it is their responsibility to ensure that their registered email address is accurate and kept up-to-date. Also, applicants must ensure that email from CCSF is not blocked on their computer by a spam filter. To prevent blocking, applicants should set up their email to accept CCSF mail from the following addresses (@sfgov.org, @sfdpw.org, @sfport.com, @flysfo.com, @sfwater.org, @sfdph.org, @asianart.org, @sfmta.com, @sfpl.org, @dcyf.org, @first5sf.org, @famsf.org, @ccsf.edu, @smartalerts.info, and @smartrecruiters.com).

If you have any questions regarding this recruitment or application process, please contact the exam analyst, Ryan Brown by telephone at (415) 798-0612 or by email at ryan.brown@sfgov.org. Recruitment ID: 161749

 All your information will be kept confidential according to EEO guidelines.

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.