Job Description

The IT Operations Support Administrator II 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 **** assist 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:

• Triage, resolve, and document incidents/requests in ServiceNow; escalate when necessary and keep clients informed.
• Provide on-site support and perform routine account/device administration (e.g., imaging, deployments) using established procedures.
• Prepare endpoints and validate access; coordinate exceptions with Network, Applications, and Security teams.
• Perform routine Active Directory tasks (e.g., account creation/updates, group membership) and SCCM actions (e.g., device imaging, software deployment) per established procedures.
• Install, configure, upgrade, and decommission supported hardware/software under project plans; validate functionality and access after changes.
• Onboard department support related to networking, applications, desktop, printer, mobile device, and email.
• Upgrade legacy systems, remove outdated dependencies, and assist with the transition of data/operations between systems.
• Define and document Service Desk solutions and operating processes and procedures in SharePoint, align processes with DT’s technology standards and endpoint security policies, assist with asset management and IT-related duties as assigned, and inform management and clients of severe problems.
• Assist in managing the remediation and patching of all workstation systems to maintain security, compliance, and performance standards. This includes identifying vulnerabilities, applying operating system and application patches, coordinating remediation efforts with other IT teams, and ensuring all endpoints meet organizational security requirements.
• Provide on-site support for departments; diagnose and resolve technical issues related to hardware and software systems.

Appointment Type

Temporary Exempt (TEX) - Full Time position 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's 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** : One (1) year 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 _

• Excellent customer service and communication skills.
• 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

Additional Information

• 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

Compensation information: $41.8375 - $51.8750 (hourly) / $87,022 to $107,900 (annually)

** How to Apply **

Applicants are encouraged to apply immediately as this recruitment may close at any time, but not before November 19, 2025.

1. 1. Your application MUST include a resume. To upload, please attach using the "additional attachments" function.
   

2. Complete the Supplemental Questionnaire <https://forms.office.com/g/8T0MNMc5d7>
3. You may contact Elbi Magana via email at _elbi.magana@sfgov.org_ with questions regarding this opportunity.
4. Late or incomplete submissions will not be considered. Mailed, hand-delivered or faxed documents/applications will not be accepted.

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.