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

IT Operations Support Admin III – Department of Technology – (1093) The IT Operations Support Administrator III is a key player in driving technology success across the Department of Technology (DT). The role serves as the first point of contact for tech support, using ServiceNow to triage, resolve, and coordinate incidents and service requests, ensuring users remain connected and systems run smoothly. As part of DT's Endpoint Services team, the role leads onboarding efforts for new CCSF departments and manages technical projects that bring innovation to life. Responsibilities Conduct in-depth evaluations of IT requirements for each Tier-1 department; identify potential risks and develop mitigation strategies. Create a detailed onboarding roadmap tailored to each department's needs. Procure, configure, and deploy necessary hardware and software. Establish secure network access and ensure compliance with endpoint security compliance. Address immediate IT challenges impacting operations. Provide foundational training to department personnel on new tools and processes. Lead or assist with IT infrastructure and endpoint management projects to ensure reliable, secure, and efficient technology operations. Collaborate with other IT teams and departments to coordinate technical project tasks, timelines, and deliverables. Prepare reports and maintain records of project progress, configurations, and system changes to support compliance and audit requirements. Test and validate new hardware, software, and configurations as part of technology rollout projects. Experience with Microsoft Intune for device provisioning, configuration, and compliance across multiple platforms (Windows, iOS, Android, macOS) and assist administering application deployment, patch management, and endpoint security controls. Appointment Type Permanent Exempt (PEX). Full-time position excluded from the competitive civil service examination process. The project-based duration is up to thirty-six (36) months and will not result in an eligible list or permanent civil service hiring. Work Location Incumbent will conduct the majority of work at the Department of Technology, 1 S Van Ness Avenue, San Francisco, CA 94103. Occasional travel within San Francisco may be required. Nature of Work Hybrid role requiring on-site work at the office as needed. How to Qualify Education Requires an associate 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 (at least 60 semester or 90 quarter credits and a minimum of 20 semester or 30 quarter credits in computer science). Experience Three (3) years of experience performing analysis, installation, and technical support in a network environment. Substitution Additional experience may substitute for required degree up to two (2) years. One (1) year of experience equals 30 semester units/45 quarter units with a minimum of 10 semester / 15 quarter units in computer science. Completion of a one-year State (DAS) IT apprenticeship program equivalent may substitute for required education. Key Skills Strong problem-solving and analytical skills. Able to troubleshoot and resolve hardware and software problems effectively. Experience collaborating with cross-functional IT teams to troubleshoot and resolve complex technical issues. Ability to document detailed and accurate ticket notes, maintain and update knowledge base articles, and create or revise process documentation. Strong time management and prioritization skills, with the ability to efficiently handle multiple tickets in a fast-paced environment. One (1) year of experience with Windows Server Administration. Working knowledge of networking essentials. Working knowledge and experience with Microsoft O365. Working knowledge and experience with Active Directory. Possession of a valid California Driver's License. Certifications and Expertise SCCM Tanium CrowdStrike Active Directory JAMF ITIL certified MAC certification ServiceNow Ticketing System Compensation $50.85 - $63.05 (hourly) / $105,768.00 to $131,144.00 (annually). We are committed to ensuring that the City's services are inclusive, efficient, equitable, and culturally competent for San Franciscans of all races, ethnic backgrounds, religions, and sexual orientations. This commitment requires comprehensive review and thorough analysis of existing practices and policies to remove barriers to real inclusion. We are also committed to ensuring that we have a safe, equitable, and inclusive workplace for individuals of all races. This includes creating opportunities for hiring, promotion, training, and development, for all employees, including but not limited to Black, Indigenous, and people of color (BIPOC). 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. #J-18808-Ljbffr City and County of San Francisco