City and County of San Francisco

Under general direction, provides technical support for moderately sized networks with single or multiple Local Area Networks (LANs), data center operational support for multiple, distinctive computers, mobile devices and their networks and routine system administration activities, which may include network operations, installing, enhancing and maintaining computers, peripherals, and mobile device configuration, or combination of these activities. Troubleshoots or assists with problem resolution. May provide ongoing and remedial user training; establishes and performs data and access protection processes; and performs related work which may include data input and record maintenance.

The IT Operations Support Administrator II is the journey level in the IT Operations Support series. Positions at this level are distinguished from those in the lower level of IT Operations Support Administrator I in that the latter is less independent, performing less complex technical and operational support activities which are narrower in scope. This classification is further distinguished from the higher level of IT Operations Support Administrator III in that the latter performs the full range of and more complex technical and operational support and system administration and may lead the work of a unit engaged in the same activities. At this level, incumbents work with only occasional instruction or assistance. Employee has latitude in determining work methods and assignment requirements. Performance is measured by accurate and timely completion of work. Work is reviewed upon completion and for overall results.

 Journey level - may provide technical oversight to subordinate clerical or trainee operations support staff.

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.

1. Monitor, operate and enhance moderately complex computers with different and distinct platforms that may include mainframes, mid-range server systems, desktop computers, mobile devices, and communications systems to insure proper functioning, and recommend solutions to correct malfunctions.

2. Install and configure computer and/or telecommunications hardware and software; coordinate and schedule hardware repairs; perform routine equipment maintenance; repair and modify various computer and communications systems and related equipment; create user groups and individual accounts.

3. Maintain and document scripts and procedures used to enhance existing desktop computer functions.

4. Provide problem determination and technical assistance to users; escalate and coordinate problem resolution activities; perform help desk functions.

5. Administer remote logons system securities, data transfers, and other remote activities.

6. Retrieve and download and/or upload data; assist with the transition of data/operations between systems; may provide on-site technical support for information technology equipment.

7. Research, analyze and test application or system software for compatibility and capability to specific job applications and assignments; may recommend hardware and software purchases.

8. May ensure the accuracy of computer reports and data integrity.

9. Maintain information technology materials and supply inventories; reconcile discrepancies of service and payments.

10. Prepare specifications, may get quotations from vendors.

11. Compile, tabulate and generate reports; document procedures and programs; may develop written help materials.

12. Perform and monitor scheduled job executions, including system and application backups and archiving tasks, on multiple, distinctive platforms, including mainframes, mid-range computers, and data storage; maintain system backups and control records; assist in the maintenance of files and libraries; create logical directory structure; may be responsible for retention and storage of databases; perform routine tape management functions for various, different computer platforms.

13. Perform work related to security and disaster recovery needs such as system backup and/or restoration, traveling to hotsite or recovery site, and operating restored systems.

Knowledge of: On-site broad based technical, operational and analytical problem solving support; Installation, maintenance, expansion and upgrading of software, hardware, networks, desktops, mobile devices, peripherals; Common operating systems; information technology methods and procedures; training techniques.

Ability and Skill to: Work as a member of a team, communicate effectively orally and in writing; Use logic and analysis to solve computer and systems problems; Establish and maintain effective working relationships; Apply new technologies and system changes; Analyze and categorize data and information in order to determine the relationship of the data with reference to established criteria/standards; Advise and provide interpretation to others on how to apply policies, procedures and standards to specific situations; Exercise the judgment, decisiveness and creativity required in situations involving the evaluation of information against measurable criteria; Read and understand professional journals and literature; Prioritize competing requests for service; Ability to mentor lower level staff as necessary.

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 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.

License and Certification:

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.

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.