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.

Responsibilities

• Triage, resolve, and document incidents/requests in ServiceNow; escalate when necessary and keep clients informed
• Provide on-site support and perform routine account/device administration (e.g., imaging, deployments) using established procedures
• Prepare endpoints and validate access; coordinate exceptions with Network, Applications, and Security teams
• Perform routine Active Directory tasks (e.g., account creation/updates, group membership) and SCCM actions (e.g., device imaging, software deployment) per established procedures
• Install, configure, upgrade, and decommission supported hardware/software under project plans; validate functionality and access after changes
• Onboard department support related to networking, applications, desktop, printer, mobile device, and email
• Upgrade legacy systems, remove outdated dependencies, and assist with the transition of data/operations between systems
• Define 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 problems
• Assist 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 requirements
• Provide on-site support for departments; diagnose and resolve technical issues related to hardware and software systems
• Performs other duties as required

Skills

• Requires 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 environment
• 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
• Background in collaborating with cross‑functional IT teams (such as network, security, or application support) to diagnose and resolve complex technical issues
• At least one (1) year of experience with Windows Server administration
• At least one (1) year of experience with core networking concepts and fundamentals
• At least one (1) year of experience working with Microsoft O365
• At least one (1) year of experience managing or supporting Active Directory
• Possession of a valid California Driver's License
• At least one (1) year of experience working with System Center Configuration Manager (SCCM), Tanium, or JAMF
• Hands on experience with Intune, Azure, CrowdStrike, ITIL frameworks or certification, Mac OS certification, ServiceNow, ticketing systems

Benefits

• Competitive pay, benefits, and retirement options
• Career growth opportunities through training, internal mobility, and subsidized education
• Diverse work environment in a diverse city
• We 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 balance

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