City and County of San Francisco

Under general supervision, provides or learns to provide technical support for moderately sized networks with single or multiple Local Area Networks (LANs) or data center operational support for multiple, distinctive computers, mobile devices and their networks; installs, maintains, and enhances software, hardware and peripherals; performs basic help desk functions; coordinates user training; performs data and access protection processes; and performs related work which may include computerized data input and record maintenance.

The IT Operations Support Administrator I is the training-level classification in the IT Operations Support series where incumbents learn and perform technical and operational support functions. Positions at this level are distinguished from the IT Operations Support Administrator II in that the latter is the journey level class in the series.  This class performs a significant portion of the work assigned to the journey level, but without the independence or full responsibility expected at the higher levels.  Initially, incumbents work alongside more senior operations staff to learn all aspects of monitoring and operating a computer facility.  Assignments are generally limited in scope and are set within procedural frameworks established by higher level positions.  As experience accrues, the incumbent performs with increasing independence.  Performance is measured by timely and accurate completion of work.  Some direction is provided after assignment; however, employees have some choice of method and occasionally develop their own methods.

None.

According to Civil Service Commission Rule 109, the duties specified below are representative of the range of duties assigned to this job code/class and are not intended to be an inclusive list.

1. Provide technical and operational support and maintenance for computers and networks; assist in network upgrades; log, track and monitor all problems and requests; provide technical support to department programs and staff in the use of computer applications. May assign logons and rights, print queues and directory structures; reset passwords; create departmental groups; run security programs.

2. Monitor and operate computer and telecommunications systems, including data lines, terminals and printers; troubleshoot hardware/software problems; may coordinate with vendors for equipment repair.

3. Perform help desk functions for routine issues including problem tracking, analysis, and resolution; define and document help desk solutions; provide problem determination; analyze and resolve system problems to ensure continuous system operations required for scheduled data processing functions; administer off-site storage of data.

4. Install and configure server hardware, workstations and various peripherals; install software applications.

5. Produce, review and assist in the collection of client data, service and billing issues and documentation to comply with governmental mandates and regulations.

6. Monitor and review system software applications and procedures pertaining to accurate reporting; review system output and data processing operations for accuracy and completeness; provide communications support between systems.

7. Assist in the development and production of system/end-user documentation for applications processing and procedures.

8. Assist in the development and implementation of training activities and materials; instruct users in logon and document identification procedures.

9. Generate reports and statistics; perform system backups; retrieve documents.

Knowledge of: On-site broad based user technical, operational, programming and analytical problem solving support; Data processing methods; Personal computer applications; Database and spreadsheet concepts.

Ability and Skill to: Communicate effectively orally and in writing; use logic and analysis to solve systems problems; Make minor mechanical repairs to computer and communications equipment; Classify, compute and tabulate data and information following a prescribed plan requiring exercise of some judgment; Advise and provide interpretation to others on how to apply policies, procedures and standards to specific situations; Exercise judgment, decisiveness and creativity in situations involving a variety of pre-defined duties subject to frequent change; Read and understand professional journals and literature; Prioritize competing requests for service.

These minimum qualifications establish the education, training, experience, special skills and/or license(s) which are required for employment in the classification.  Please note, additional qualifications (i.e., special conditions) may apply to a particular position and will be stated on the exam/job announcement.

Education:
Requires an Associate's Degree in computer scienceor 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:

License and Certification:

Substitution:
Experience performing analysis, installation and technical support in a network environment 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.

All City and County of San Francisco employees are designated Disaster Service Workers through state and local law (California Government Code Section 3100-3109). Employment with the City requires the affirmation of a loyalty oath to this effect. Employees are required to complete all Disaster Service Worker-related training as assigned, and to return to work as ordered in the event of an emergency.