IT Operations Support Administrator IV Information and Technology - Human Services

Overview

Department: Human Services Agency

Job class: 1094-IT Operations Support Administrator IV

Salary range: $ - $

Role type: Permanent Civil Service

Hours: Full-time

Exam type: Position Based Test

Rule: Rule of 10

List type: Combined Promotive and Entrance

This is a Position-Based Test conducted in accordance with CSC Rule 111A. Learn more about the City’s hiring process here: careers.sf.gov/knowledge/process.

The 1094 IT Operations Support Administrator’s primary responsibility includes patch management and deployment of updates to endpoints. The incumbent will manage on-premise and cloud-based patching and deployment systems, using native tools as well as Power Shell methods.

Provide tier 3 and engineering daily support and administration of a Microsoft Configuration Manager (SCCM) infrastructure or Intune platform in a Windows operating system environment. Responsible for deployment, configuration, and support of desktop technologies in a distributed environment.

• Supports Windows operating system environment with 2000+ workstations, 200+ printers, and various software applications.
• Provides technical assistance to users at various remote locations and diagnoses computer problems; installs software updates (via VNC or equivalent).
• Installs, configures, and troubleshoots computer hardware, peripherals, and software.
• Manages user accounts in Active Directory and Office 365.
• Supports and troubleshoots common Office 365 applications.
• Provides remote assistance using desktop support tools.
• Manages software distribution including Microsoft Security upgrades and standard desktop software; prioritizes and coordinates security patch and software testing schedules and distributions.
• Creates packages, collections, and advertisements for distributions.
• Customizes reports and dashboards for planning hardware and software requirements.
• Collaborates with information security to identify and remediate workstation risks.
• Provides 3rd level support for the Microsoft Configuration Manager infrastructure and standard desktop software.
• Meets with internal clients to assess needs, identify challenges, and define project scope and deliverables for software deployments.
• Investigates and solves issues with Configuration Manager Client on endpoints; troubleshoots client and distribution point errors.
• Administers the Microsoft Configuration Manager tool set back end, including core components and settings, software delivery, client health, reporting, boundaries, and bandwidth.
• Manages and administers Microsoft Configuration Manager client health, including processes for client health improvement.

Education: Requires an associate degree in computer science or a closely related field from an accredited college or university; OR an equivalent combination of total course credits/units (at least 60 semester or 90 quarter credits) with a minimum of 20 semester or 30 quarter credits in computer science or a closely related field.

Experience: Four (4) years of experience performing analysis, installation, technical support, and system administration in a network environment.

Special

Conditions:

• Two (2) years’ experience with Windows Operating System
• Possession of a valid California Driver’s License
• Ability to lift heavy objects with assistance

License and Certification: This position requires possession of a valid California Driver’s License

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 years). One year equals 30 semester units or 45 quarter units with a minimum of 10/15 in computer science or a related field. Completion of a one-year State (DAS) IT apprenticeship program may substitute for the required education.

• Three (3) years’ experience in SCCM, Microsoft Intune, or Microsoft Configuration Manager; 3+ years Windows Administration – Active Directory, Scripting
• Three (3) years’ experience in Power Shell;
  Networking concepts – DNS, DHCP;
  Troubleshooting TCP/IP
• Strong communication, problem solving, and technical writing skills with excellent customer service
• One (1) year experience with Service Now,…