1091-IT Operations Support Administrator I

Under general supervision the IT Operations Support Administration II serves as a primary Help Desk technician responsible for providing outstanding customer service technical phone support documentation configuration installation and maintenance of desk and laptop computers and peripherals mobile device configuration service level reporting technical problem resolution problem escalation technical project participation and system monitoring. This position is also responsible for maintaining a close working relationship with our business customers and business partners to drive resolution and advancing proactive efforts to improve customer satisfaction with technology services

You are excited about this opportunity because you will:

•  Maintains appropriate technical knowledge required to resolve technical issues relating to software applications workstations laptops and printers. Ensure proper functioning of desktop and printing equipment.  Install and configure computer hardware and software. Maintain equipment and software and keep it operational.
• Performs help desk functions. Responds to phone calls and e-mails related to problems involving all major computer applications systems workstations and printers; provides technical and procedural assistance and recommends solutions to correct malfunctions.
• Ensure accurate entry and routing of customer requests. Participate in the administration of daily activities of staff including trouble ticket generation/resolution equipment check-out/in and vendor relations. Documents procedures used to resolve problems. Communicates with customers effectively in writing and verbally.
• Responsible for the configuration implementation and support of Desktop computers used in security operations.
• Participates in the administration of Help Desk staff training procedures policies and knowledge base materials. Participates in change management and disaster recovery processes.
• Responsible for triage escalation and notification for technical issues. Coordinates and/or perform hands-on fixes at the desktop level including installing and upgrading software installing hardware and configuring systems and applications.
• Responsible for Active Directory updates. Provides 1st Level Cyber Security Support. Works closely with various IS administrators/service technicians both internal and external to provide hardware and software support to systems throughout the Airport. Orders and maintains all Cell phones Smart phones and tablets.
• Monitors technical support activities for computer systems and equipment to ensure proper functioning; communicates with users regarding resolution of problems and continuously updates trouble tickets from ServiceNow.
• Perform other functions outlined in the 1091 IT Operations Support Administrator 1 (1091)

Qualifications :

Minimum Qualifications:

Education:

Requires an Associates 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.

Substitution:

Experience performing analysis installation and technical support in a network environment 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 Franciscos 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 2000 hours (2000 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.

Desirable Qualifications:

• One year Call Center or Service Desk Agent experience with a strong understanding and direct experience with ServiceNow or other IT Ticketing system.
• One year System Administration experience with a strong understanding of system management tools such as M365 Admin Center ADManager Active Roles KACE System Management etc.
• One year experience providing first level Cyber Security support with a strong understanding of endpoint cloud and identity protection software such as MECM Microsoft Endpoint Configuration Manager CrowdStrike BeyondTrust Remote Support etc.
• One year of aviation/airline operations support experience 

Additional Information :

Verification:

Every application is reviewed to ensure that you meet the minimum qualifications as listed in the job ad. Please review our articles on Employment Application and Minimum Qualifications and Verification of Experience and/or Education for considerations taken when reviewing applications. 

Note: Falsifying ones 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.  All work experience education training and other information substantiating how you meet the minimum qualifications must be included on your application by the filing deadline. Information submitted after the filing deadline will not be considered in determining whether you meet the minimum qualifications. 

Resumes will not be accepted in lieu of a completed City and County of San Francisco application. 

Applications completed improperly may be cause for ineligibility disqualification or may lead to lower scores.

Selection Procedures:

The selection process will include evaluation of applications in relation to minimum requirements.  Applicants meeting the minimum qualifications are not guaranteed advancement to the interview.  Depending on the number of applicants the Department may establish and implement additional screening mechanisms to comparatively evaluate the qualifications of candidates.  If this becomes necessary only those applicants whose qualifications most closely meet the needs of the Department will be invited for an interview.

Notes: Applicants who meet the minimum qualifications are not guaranteed advancement through all of the steps in the selection procedure.

Transportation Security Administration (TSA) Security Clearance:

Candidates for employment with the San Francisco Airport Commission are required to undergo a criminal history record check including FBI fingerprints and Security Threat Assessment in order to determine eligibility for security clearance and may be required to undergo drug/alcohol screening. Per Civil Service Commission Rule Section 110.9.1 every applicant for an examination must possess and maintain the qualifications required by law and by the examination announcement for the examination. Failure to obtain and maintain security clearance may be basis for termination from employment with the Airport Commission.

What else should I know

Terms of Announcement and Appeal Rights:

Applicants must be guided solely by the provisions of this announcement including requirements time periods and other particulars except when superseded by federal state or local laws rules or regulations. Clerical errors may be corrected by the posting the correction on the Department of Human Resources website at  Information Regarding Employment with the City and County of San Francisco:

• Information About the Hiring Process
• Conviction History
• Employee Benefits Overview  
• Equal Employment Opportunity 
• Disaster Service Worker
• ADA Accommodation
• Right to Work
• Copies of Application Documents
• Diversity Statement

HOW TO APPLY

Applications for City and County of San Francisco jobs are only accepted through an online process. Visit  begin the application process.

• Select the Im Interested button and follow instructions on the screen

Applicants may be contacted by email about this recruitment and therefore it is their responsibility to ensure that their registered email address is accurate and kept up-to-date. Also applicants must ensure that email from CCSF is not blocked on their computer by a spam filter. To prevent blocking applicants should set up their email to accept CCSF mail from the following addresses (@ @ @ @ @ @ @ @ @ @ @ @ @ @ and @).

Applicants will receive a confirmation email from  that their online application has been received in response to every announcement for which they file. Applicants should retain this confirmation email for their records. Failure to receive this email means that the online application was not submitted or received.

Exam Analyst Information:  If you have any questions regarding this recruitment or application process please contact the exam analyst Ronnie Jones at @.

All your information will be kept confidential according to EEO guidelines.

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 (associated with cancer a history of cancer or genetic characteristics) 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.