IT Operations Support Administrator II - Department of Technology - (1092)

The City and County of San Francisco's Department of Technology is seeking an IT Operations Support Administrator II to enhance technology success across the department. This role involves providing tech support, managing incidents and service requests using ServiceNow, and collaborating with various IT teams to ensure smooth operations and compliance.ResponsibilitiesTriage, resolve, and document incidents/requests in ServiceNow; escalate when necessary and keep clients informedProvide on-site support and perform routine account/device administration (e.g., imaging, deployments) using established proceduresPrepare endpoints and validate access; coordinate exceptions with Network, Applications, and Security teamsPerform routine Active Directory tasks (e.g., account creation/updates, group membership) and SCCM actions (e.g., device imaging, software deployment) per established proceduresInstall, configure, upgrade, and decommission supported hardware/software under project plans; validate functionality and access after changesOnboard department support related to networking, applications, desktop, printer, mobile device, and emailUpgrade legacy systems, remove outdated dependencies, and assist with the transition of data/operations between systemsDefine and document Service Desk solutions and operating processes and procedures in SharePoint, align processes with DT’s technology standards and endpoint security policies, assist with asset management and IT-related duties as assigned, and inform management and clients of severe problemsAssist in managing the remediation and patching of all workstation systems to maintain security, compliance, and performance standards. This includes identifying vulnerabilities, applying operating system and application patches, coordinating remediation efforts with other IT teams, and ensuring all endpoints meet organizational security requirementsProvide on-site support for departments; diagnose and resolve technical issues related to hardware and software systemsPerforms other duties as requiredSkillsRequires an Associate's 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]One (1) year of experience performing analysis, installation and technical support in a network environmentAdditional 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 fieldCompletion 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 educationBackground in collaborating with cross‑functional IT teams (such as network, security, or application support) to diagnose and resolve complex technical issuesAt least one (1) year of experience with Windows Server administrationAt least one (1) year of experience with core networking concepts and fundamentalsAt least one (1) year of experience working with Microsoft O365At least one (1) year of experience managing or supporting Active DirectoryPossession of a valid California Driver's LicenseAt least one (1) year of experience working with System Center Configuration Manager (SCCM), Tanium, or JAMFHands on experience with Intune, Azure, CrowdStrike, ITIL frameworks or certification, Mac OS certification, ServiceNow, ticketing systemsBenefitsCompetitive pay, benefits, and retirement optionsCareer growth opportunities through training, internal mobility, and subsidized educationDiverse work environment in a diverse cityWe offer employees the ability to work from home one day a week while spending the other four days in our San Francisco office, promoting both collaboration and work-life balanceCompany OverviewCity and County of San Francisco is the only consolidated city-county in California. It was founded in 1850, and is headquartered in San Francisco, California, USA, with a workforce of 10001+ employees. Its website is https://sf.gov/.



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