Job Description

The IT Operations Support Administrator III is a key player in driving technology success across the Department of Technology (DT) and participating CCSF departments. As the first point of contact for tech support, this role uses ServiceNow to triage, resolve, and coordinate incidents and service requests—keeping users connected and systems running smoothly.

As part of DT’s Endpoint Services team, this position leads onboarding efforts for new CCSF departments and helps plan, assist, and manage new technical projects that bring innovation to life. The administrator deploys hardware and software, establishes secure network access, and ensures endpoint compliance while collaborating closely with IT partners, project managers, and security teams. They also provide hands-on user training, develop clear documentation, and champion a seamless transition into DT’s technology environment.

This is a high-impact role for a problem-solver who thrives on collaboration, innovation, and making technology work for people.

Essential duties include, but are not limited to, the following:

• 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.
• Leads or assists with IT infrastructure and endpoint management projects to ensure reliable, secure, and efficient technology operations.
• Collaborates with other IT teams and departments to coordinate technical project tasks, timelines, and deliverables.
• Prepares reports and maintains records of project progress, configurations, and system changes to support compliance and audit requirements.
• Tests and validates 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 is excluded by the Charter from the competitive civil service examination process and shall serve at the discretion of the appointment officer. The anticipated duration of this project position is up to thirty-six (36) months and will not result in an eligible list or permanent civil service hiring. Project-based positions cannot be ongoing or exceed 36 months.

Work Location : Incumbent will conduct the majority of work at the Department of Technology, (1 S Van Ness, Ave San Francisco, CA 94103). However, there may be situations where the incumbent will be required to work at other sites throughout the City of San Francisco as necessary.

Nature of Work : This is a hybrid role requiring on-site work at our San Francisco office as needed. Occasional travel within San Francisco may be required.

Qualifications

** 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 [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]. AND

** 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 . OR

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_ __

• Strong problem-solving and analytical skills. Able to troubleshoot and resolve hardware and software problems effectively.
• Experience collaborating with cross-functional IT teams (such as network, security, and application support) 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 and service requests in a fast-paced environment.
• One (1) year of experience with Window 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:

• Intune
• SCCM
• Azure
• 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)

Additional Information

_ Selection Procedures_

The selection process will include evaluation of applications in relation to minimum requirements and assessment of candidates’ job-related knowledge, skills and abilities. Depending on the number of applicants, the Department may establish and implement additional screening mechanisms to evaluate candidate qualifications. This typically includes an oral interview and/or a written or performance exercise.

If this becomes necessary, only those applicants whose qualifications most closely meet the Department needs will be invited to continue in the selection process. Applicants meeting the minimum requirements are not guaranteed advancement in the selection process.

To find Departments which use this classification, please see: https://sfdhr.org/sites/default/files/documents/Forms-Documents/Position-Counts-by-Job-Codes-and-Department-FY-2022-23.pdf.

Additional 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 https://careers.sf.gov and begin the application process.

1. Select the "Apply Now" button and follow instructions on the screen

Applicants are encouraged to apply immediately as this recruitment may close at any time, but not before Wednesday, November 11, 2025.

1. Your application MUST include a resume. To upload, please attach using the "additional attachments" function. 1. Complete the Supplemental Questionnaire: https://forms.office.com/g/7xig1tsSwj 2. You may contact Elbi Magana via email at elbi.magana@sfgov.org __ with questions regarding this opportunity. 3. Late or incomplete submissions will not be considered. Mailed, hand-delivered or faxed documents/applications will not be accepted.

For best practices on the application process, please visit Apply for Jobs in the City and County of San Francisco Best Practices Guide. Applicants may be contacted by email about this announcement 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 @sfgov.org, @sfdpw.org, @sfport.com, @flysfo.com, @sfwater.org, @sfdph.org, @asianart.org, @sfmta.com, @sfpl.org, @dcyf.org, @first5sf.org, @famsf.org, @ccsf.edu, @smartalerts.info, and @smartrecruiters.com).

Applicants will receive a confirmation email 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.

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.