IT Operations Support Administrator III (1093)

Specific information regarding this recruitment process are listed below:

• Application Opening: Tuesday, July 19, 2022
• Application Deadline: Interested applicants are encouraged to apply as soon as possible as this announcement may close at any time after 5:00 PM on Tuesday, August 2, 2022.
• Compensation Range:  $95,108 - $117,910 Annually
• Recruitment ID:  095580 / RTF0095579

San Francisco International Airport (SFO), an enterprise department of the City & County of San Francisco, has a workforce of approximately 1,700 City employees and strives to be a diverse, equitable, and inclusive employer.

SFO’s mission is to provide an exceptional airport in service to our communities and our core values are Safety and Security, Teamwork, Excellence, and Care. Learn more about careers at SFO. 

For more information about SFO, visit www.flysfo.com. Follow us on twitter and facebook.

Role description

Under the direction of 0941 Manager VI, Technology Support Manager, the IT Operations Support Administration III 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.  The 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.

The essential functions of this position include:

• Maintain appropriate technical knowledge required to resolve technical issues, relating to software applications, workstations, laptops, and printers.
• Communicate with customers effectively in writing and verbally.
• Ensure proper functioning of desktop and printing equipment.
• Install and configure computer hardware and software.  Maintain equipment and software and keep it operational.
• Perform help desk functions.  Respond to phone calls and e-mails related to problems involving all major computer applications, systems, workstations, and printers; provide technical and procedural assistance and recommend solutions to correct malfunctions.
• Actively participate in ITT projects from a technical perspective.
• 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.
• Responsible for the configuration, implementation and support of Desktop computers used by security operations.
• Document procedures used to resolve problems.
• Participate in the administration of Help Desk staff training procedures, policies and knowledge base materials.
• Responsible for the triage, escalation, and notification for technical issues.
• Coordinate and/or performs hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications.
• Participate in change management and disaster recovery processes.
• Establish and enforce Help Desk service level agreements in consultation with customers to establish problem resolution expectations and timeframes.
• Mentor and train Help Desk team members to ensure that customer service standards are maintained.
• Responsible for Active Directory updates.
• Provide 1st Level Cyber Security Support.
• Work closely with various IS administrators/service technicians, both internal and external, to provide hardware and software support to systems throughout the Airport.
• Order and maintain all Cell phones, Smart phones and tablets.
• Monitor technical support activities for computer systems and equipment to ensure proper functioning; communicate with users regarding resolution of problems, and continuously updates trouble tickets from Service Now.
• Prepare weekly reports on the Help Desk service level performance.
• Analyze performance of Help Desk activities and document resolutions, identify problem areas, and devise and delivers solutions to enhance quality of service and to prevent future problems.
• Track and analyze trends in Help Desk requests and generated statistical reports.
• Lift and carry objects and equipment weighing up to 40 pounds.
• Perform other duties as assigned.

How to qualify

Education
Possession of 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 [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].

Experience
Three (3) years of recent and verifiable experience performing analysis, installation and technical support in a network, computer or systems administration environment.

SUBSTITUTION:
Education Substitution:  Additional qualifying full time work experience (2000 hours equal one year) as described above may substitute up to two (2) years of the required education. One (1) year of work experience equals to 30 semester units or 45 quarter units.  (2000 hours of qualifying work experience is based on a 40-hour work week).

Additional Requirement:  In addition to meeting the minimum qualifications, this position requires sufficient strength and coordination of lifting, pushing, pulling and/or carrying the 35 Lbs. weight of computer systems equipment.  It also requires bending, stooping and/or crawling in order to install or repair computer systems hardware (TST029).

The above minimum qualifications reflect special conditions associated with the position(s) to be filled.  They may differ from the standard minimum qualifications associated with this classification.

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). Any overtime hours that you work above 40 hours per week are not included in the calculation to determine full-time employment.

Desirable Qualifications:  The stated desirable qualifications may be used to identify job finalists at the end of the selection process when candidates are referred for hiring. 

• 3 years of recent and verifiable experience providing 1st level Cyber Security support

Verification:
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://sfdhr.org/how-verify-education-requirements 

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.  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:
After application submission, candidates deemed qualified must complete all subsequent steps to advance in this selection process,