City and County of San Francisco

Under general direction, performs the full range of technical support, data center operational activities, and system administration, which includes network operations, installing, enhancing and maintaining computers, peripherals, and mobile device configuration, or a combination of these activities working in a moderately sized network with single or multiple Local Area Networks (LANs) or a data center with multiple and distinct computers. Troubleshoots network and computer operation issues, provides ongoing and remedial user training; establishes and performs data and access protection processes; integrates hardware, operating systems and program applications.

The IT Operations Support Administrator III is the advanced journey level in the IT Operations Support series. At this level, incumbents may lead and/or provide more complex technical and operational support and systems administration activities. Positions at this level are distinguished from those in the lower level of IT Operations Support Administrator II in that the latter performs the more routine technical, operational and systems administration activities which are less complex and narrower in scope and does not exercise lead responsibility over subordinate staff. This classification is further distinguished from the higher level of IT Operations Support Administrator IV in that the later performs more specialized systems analysis and serves as the technical authority for operational activities. Positions at this level often exercise independent judgment in the performance of their duties. Supervisors determine objectives. Work is judged primarily on overall results with great latitude in determining work methods and assignment requirements. Employee has greater authority over assignments and decisions to complete the work than lower level classifications in this series.

Advanced journey level - may serve as lead over subordinate clerical or operations support staff or coordinate a defined program.

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. Perform complex technical and operational IT support work and systems administration and/or lead the work of others engaged in routine technical and operational IT support; organize, prioritize and may distribute work assignments; may mentor, train and provide input into evaluation of subordinate staff.

2. Install, administer, maintain and upgrade operating systems; install, configure, repair, maintain and upgrade hardware and peripherals; install and enhance applications.

3. Monitor, operate and enhance complex computers of distinctive platforms, including mainframe, mid-range servers, and desktop computers, mobile devices, and communications systems, on-site or remote; develop, design and implement problem solutions, using standard analysis techniques; document eventual solutions.

4. Provide technical assistance to users; communicate with users and other technical staff to determine and communicate needs; recommend interfaces; assist technical staff in providing estimates; may consult on feasibility, costs and benefits of additions or enhancements.

5. Perform help desk functions for more complex problems, including problem tracking, analysis, resolution, escalation, and coordination.

6. Add and delete users, including their configurations, security rights and access rights.

7. Conduct application problem resolution; determine and clearly define problems; coordinate definitions with programmers and vendors, and/or operators; may write code as required.

8. Research hardware and software technologies; prepare specifications; purchase necessary hardware, software, manuals, and the like; prepare procedures documentation.

9. Perform a full range of data center operational activities.

10. Perform and monitor more complex scheduled job executions on multiple, distinct computer platforms, including performing regularly scheduled backups and archives, and tape management functions, including offsite storage for backup tapes.

11. Analyze, research, and test changes in operating systems and system software on multiple computers for compatibilities, performance, and capabilities in operational matters; and deploy new or enhanced system tools.

12. Perform work related to security and disaster recovery needs such as system backup and/or restoration, including operational support at a disaster recovery site or a recovery site.

13. Assess and coordinate user training.

Knowledge of: On-site broad based technical, operational, analytical problem solving support; Installation, maintenance, expansion and upgrading of software, hardware, networks and peripherals; Computer languages; Common operating systems and relational database systems; Interactive or macro-based applications; Data processing methods; Training techniques; Functional requirements, structured systems or procedures analysis.

Ability and Skill to: Work effectively 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; Analyze data and information using established criteria, in order to determine consequences and to identify and select alternatives; Advise and provide interpretation to others on how to apply policies, procedures and standards to specific situations; Train others; Exercise decisiveness and creativity required in situations involving the evaluation of information against judgmental criteria; Design and implement local, wide area and communication networks; Read and understand professional journals and literature; Prioritize competing requests for service.

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 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:
Three (3) years 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.