City and County of San Francisco
IT Operations Support Administrator III Department of Emergency 1093
City and County of San Francisco, San Francisco, California, United States, 94199
Job Description
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; provides ongoing and remedial user training and support; establishes and performs data and access protection processes; and performs related work including data input and record maintenance. Processes and escalates service tickets as required and notifies users, vendors, and DEM administration staff of system problems as necessary.
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., including 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 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 platforms, including mainframes and mid-range computers.
Perform related duties and responsibilities as assigned.
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:
Three (3) years of experience performing analysis, installation, and technical support in a network environment.
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.
Note: One year of experience is equivalent to 2,000 hours (2,000 hours of qualifying work experience is based on a 40-hour work week). Any overtime hours that you work above 40 hours per week are not included in the calculation to determine full-time employment.
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.
Provided quality customer service while handling various technical related problems and followed up to ensure maximum resolution of customer related issues.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Provide Level 1 technical support for the City 0365 Enterprise environment.
Experience in assisting in developing and distributing end user communications.
General knowledge of application lifecycle related to Office 0365.
Basic understanding of cloud solutions and familiarity with backing up and restoring data files.
Exceptional teamwork and leadership skills.
Ability to learn new technologies and implement them in a fast-paced environment.
HOW TO APPLY:
Submit your application through this job ad. Applicants will receive a confirmation email from
notification@careers.sf.gov
that their online application has been received. Applicants should retain this confirmation email for their records.
Failure to receive this email means that the online application was not submitted or received.
Analyst Information:
If you have any questions regarding this recruitment or application process, please contact the analyst, Vanessa Auyong at
Vanessa.Auyong@sfgov.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, 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.
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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; provides ongoing and remedial user training and support; establishes and performs data and access protection processes; and performs related work including data input and record maintenance. Processes and escalates service tickets as required and notifies users, vendors, and DEM administration staff of system problems as necessary.
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., including 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 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 platforms, including mainframes and mid-range computers.
Perform related duties and responsibilities as assigned.
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:
Three (3) years of experience performing analysis, installation, and technical support in a network environment.
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.
Note: One year of experience is equivalent to 2,000 hours (2,000 hours of qualifying work experience is based on a 40-hour work week). Any overtime hours that you work above 40 hours per week are not included in the calculation to determine full-time employment.
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.
Provided quality customer service while handling various technical related problems and followed up to ensure maximum resolution of customer related issues.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Provide Level 1 technical support for the City 0365 Enterprise environment.
Experience in assisting in developing and distributing end user communications.
General knowledge of application lifecycle related to Office 0365.
Basic understanding of cloud solutions and familiarity with backing up and restoring data files.
Exceptional teamwork and leadership skills.
Ability to learn new technologies and implement them in a fast-paced environment.
HOW TO APPLY:
Submit your application through this job ad. Applicants will receive a confirmation email from
notification@careers.sf.gov
that their online application has been received. Applicants should retain this confirmation email for their records.
Failure to receive this email means that the online application was not submitted or received.
Analyst Information:
If you have any questions regarding this recruitment or application process, please contact the analyst, Vanessa Auyong at
Vanessa.Auyong@sfgov.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, 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.
#J-18808-Ljbffr