IT Field Services Technician (1093) - Public Health - (EXEMPT)

Under the general direction of the Supervisor or a higher-level Administrator, the IT Operations Support Administrator III supports endpoint computing needs of the 8,000+ users of the Department of Public Health’s technology infrastructure. Support locations include 24/7 IT Service Desk, San Francisco General Hospital, Laguna Honda Hospital, City Jail Health Services, remote health centers, and mental health clinics. 1093 is the advanced journey level in the IT Operations Support series. The incumbent in this role will perform the full range of technical support and system administration and should have excellent customer service, communication, and problem-solving skills. They may lead and/or provide more complex technical and operational support and systems administration activities which include debugging computer, applications, or operating system faults and performing detailed problems or root cause analysis as directed. The ideal candidate for this role will also enjoy helping others and thrive in a fast paced, diverse, and dynamic environment.
Essential Duties Include
Install, Configure, Manage computer hardware, mobile devices, operating systems, applications, printers, and other peripherals.
Provide full range of service desk functions. Tasks include but not limited to L1/2 support for incoming technical issues, incident management, problem management, request management, issue escalation, and coordination or technical resources required to resolve issues impacting the environment.
Provide timely response to user incidents and requests, including accurately documenting work performed in service management tool. Ensure work performed is carried out within agreed service levels and in accordance with department guidelines.
Troubleshoot and resolve hardware, software, network, and other issues impacting the operation or performance of PCs, mobile devices, and related peripherals.
Research, evaluate, and recommend new technology, patches, and other fixes, as assigned.
Build, test, deploy Operating System and application packages using standard enterprise deployment tools.
Use enterprise management tools, e.g. SCCM, RDP and GoToAssist to perform duties.
Collaborate with other IT teams to develop solutions to common issues impacting the computing environment.
Monitor performance of the IT infrastructure and connected devices; make suggestions for improving efficiency.
Provide clear and accurate advice or guidance to user questions around incidents or technology requests.
Perform work related to disaster recovery, such as operational support at a disaster recovery site, or other activities deemed necessary during an emergency.
Participate and/or lead assigned projects.
Attend meetings as directed.
Mentor and/or train more junior staff.
The 1093 may perform other duties as assigned/required
MINIMUM QUALIFICATIONS
Education
Requires an associate degree in computer science or a closely related field from an accredit-ed college or university OR its equivalent in terms of total course credits/units [i.e., at least six-ty (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.
Applicants must meet the minimum qualification requirement by the final filing date unless otherwise noted.
*One-year full-time employment is equivalent to 2,000 hours (2,000 hours of qualifying work experience is based on a 40-hour work week).
DESIRABLE QUALIFICATIONS
These desirable qualifications may be considered at the end of the selection process when candidates are referred for hiring.
Experience supporting Microsoft O365 productivity tools
Service Now or similar ITSM application experience
Microsoft Windows 10/11 administration and Support
Microsoft Systems Center Configuration Manager, GoToAssist, or similar remote endpoint diagnostics tool.
Android / iOS device management experience
Apple Mac OS
Scripting language: Jscript, PowerShell, C++, or similar
Experience working in a Healthcare environment
VERIFICATION OF EDUCATION AND EXPERIENCE
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 or experience verification is required, information on how to verify education and experience 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.

Employment type
Full-time

Work arrangement
No