IT Operations Support Administrator III (1093) - Department of Technology

Role Description:
The IT Operations Support Administrator III will serve as the lead for the Tier‑1 Department Onboarding Project, a 36‑month initiative focused on integrating high‑priority departments into DT’s IT service portfolio. This role is responsible for ensuring seamless operational transitions, alignment with DT’s technology standards, and long‑term infrastructure stability.
Key responsibilities include assessing each department’s IT needs, developing and executing comprehensive onboarding plans, and coordinating system upgrades and process optimizations. The Administrator III will work to align departmental workflows and technologies with DT’s established standards, including endpoint security practices.
Throughout the duration of the project, the IT Operations Support Administrator III will oversee critical stabilization and integration activities such as provisioning new technology, upgrading legacy systems, retiring outdated dependencies, and managing departmental assets. Success in this role requires strong technical judgment, process improvement skills, and the ability to guide departments through complex operational transitions with minimal disruption.
The essential duties of this position include:
Perform complex technical and operational IT support work and systems administration and/or lead the work of others engaged in routine technical and operational IT support; organize, prioritize and may distribute work assignments; may mentor, train and provide input into evaluation of subordinate staff.
Install, administer, maintain and upgrade operating systems; install, configure, repair, maintain and upgrade hardware and peripherals; install and enhance applications.
Monitor, operate and enhance complex computers of distinctive platforms, including mainframe, mid-range servers, and desktop computers, mobile devices, and communications systems, on-site or remote; develop, design and implement problem solutions, using standard analysis techniques; document eventual solutions.
Provide technical assistance to users; communicate with users and other technical staff to determine and communicate needs; recommend interfaces; assist technical staff in providing estimates; may consult on feasibility, costs and benefits of additions or enhancements.
Perform help desk functions for more complex problems, including problem tracking, analysis, resolution, escalation, and coordination.
Add and delete users, including their configurations, security rights and access rights.
Conduct application problem resolution; determine and clearly define problems; coordinate definitions with programmers and vendors, and/or operators; may write code as required.
Research hardware and software technologies; prepare specifications; purchase necessary hardware, software, manuals, and the like; prepare procedures documentation.
Perform a full range of data center operational activities.
Perform and monitor more complex scheduled job executions on multiple, distinct computer platforms, including performing regularly scheduled backups and archives, and tape management functions, including offsite storage for backup tapes.
Analyze, research, and test changes in operating systems and system software on multiple computers for compatibilities, performance, and capabilities in operational matters; and deploy new or enhanced system tools.
Perform work related to security and disaster recovery needs such as system backup and/or restoration, including operational support at a disaster recovery site or a recovery site.
Assess and coordinate user training.
IT related duties and tasks as assigned.
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.
Desirable Qualifications:
Customer Service Skills: Demonstrates excellent customer service and communication skills.
Interacts with customers onsite, over the telephone, and in-person in a pleasant, professional, and courteous manner.
Problem-Solving Abilities: Possesses strong problem-solving and analytical skills. Able to troubleshoot and resolve hardware and software problems effectively.
Independence and Self-Sufficiency: Works independently with minimal supervision.
Certifications and Expertise in the following:
Intune
SCCM
CrowdStrike
Tanium
Active Directory
JAMF
ITIL certified
MAC certification
VoIP
Ticketing System Experience: Has experience with a ticketing system such as ServiceNow.
Verification of Education and Experience
Please make sure it is clear in your application exactly how you meet the minimum qualifications. 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.

Employment type
Full-time

Work arrangement
No