IT Operations Support Administrator II

IT Operations Support Administrator II

The Department of Technology (DT) is seeking passionate IT Professionals to join their team and shape the future of technology in San Francisco. As the City and County of San Francisco's (CCSF) centralized technology services provider, DT delivers critical infrastructure and services to over 33,000 employees, supporting public safety, municipal broadband, cybersecurity, cloud solutions, and more. With a substantial annual budget and a team of over 300 experts, DT is a leader in digital transformation, operating through core areas of IT excellence including Project Management, Enterprise Application Services, Cloud Center of Excellence, IT Operations and Support, City Infrastructure, Cybersecurity, Public Safety Systems, Broadcasting Services, and IT Finance and Administration.

Innovative & Impactful Work

At DT, your work directly impacts the residents of San Francisco, contributing to initiatives like closing the digital divide and ensuring secure, efficient city operations. You will be a key player in driving technology success across the Department of Technology 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, ensuring users remain connected and systems function smoothly.

Role Description

As part of DT’s Endpoint Services team, this position leads onboarding efforts for new CCSF departments and assists with technical projects that drive innovation. The administrator is responsible for deploying hardware and software, establishing secure network access, and ensuring endpoint compliance. This involves close collaboration with IT partners, project managers, and security teams. Additionally, the role includes providing hands-on user training, developing clear documentation, and facilitating 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:

• 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, aligning 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.
• Perform other duties as required.

How to Qualify:

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 (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.

Alternative Qualification: 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:

• Background in collaborating with cross‑functional IT teams (such as network, security, or application support) to diagnose and resolve complex technical issues.
• At least one (1) year of experience with Windows Server administration.
• At least one (1) year of experience with core networking concepts and fundamentals.
• At least one (1) year of experience working with Microsoft O365.
• At least one (1) year of experience managing or supporting Active Directory.
• Possession of a valid California Driver’s License.
• At least one (1) year of experience working with System Center Configuration Manager (SCCM), Tanium, or JAMF.
• Hands-on experience with Intune, Azure, CrowdStrike, ITIL frameworks or certification, Mac OS certification, ServiceNow, ticketing systems.

Selection Procedures:

The selection process will include evaluation of applications against minimum requirements and assessment of candidates’ job-related knowledge, skills, and abilities. Depending on the number of applicants, additional screening mechanisms such as an oral interview and/or a written or performance exercise may be implemented. Only those applicants whose qualifications most closely meet the Department’s needs will be invited to continue in the selection process. Applicants meeting the minimum requirements are not guaranteed advancement.

How To Apply:

Applicants are encouraged to apply immediately as this recruitment may close at any time, but not before Tuesday, March 31, 2026 (11:59 PM). Your application MUST include a resume, which should be attached using the "additional attachments" function. Questions regarding this opportunity can be directed to Elbi Magana via email at elbi.magana@sfgov.org. 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 the Apply for Jobs in the City and County of San Francisco Best Practices Guide. Applicants may be contacted by email and are responsible for ensuring their registered email address is accurate and kept up-to-date. Ensure that email from CCSF is not blocked by spam filters; set up your email to accept mail from @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 upon successful online application submission. Retain this email for your records; failure to receive it means the application was not submitted or received.

Commitment to Diversity and Inclusion:

The Office of the City Administrator is committed to ensuring City services are inclusive, efficient, equitable, and culturally competent for all San Franciscans. This involves reviewing and analyzing practices and policies to remove barriers to inclusion. We are also committed to a safe, equitable, and inclusive workplace for all, including Black, Indigenous, and people of color (BIPOC), by creating opportunities for hiring, promotion, training, and development.

Key skills/competency

• IT Operations Support
• ServiceNow
• Endpoint Management
• Active Directory
• SCCM
• Windows Server
• Network Support
• Microsoft O365
• Technical Support
• IT Security Compliance