IT Operations Support Administrator IV

Company Description

The San Francisco Human Services Agency (HSA) believes in a San Francisco where everyone has the opportunity and support to achieve their full potential. Comprised of the Department of Benefits and Family Support, and the Department of Disability and Aging Services, HSA delivers essential services that support and protect people, families, and communities. This includes financial, nutritional, and employment support, child and adult protective services, health care coverage, affordable childcare, and in-home services for older adults and persons with disabilities.

HSA is committed to racial equity, striving to root out systemic racism by creating services and a workforce that reflect the lived experiences of the people they serve. They foster a work environment where differences are celebrated and everyone can thrive, regardless of race, age, ability, gender, sexual orientation, ethnicity, or country of origin.

Job Description

The IT Operations Support Administrator IV's primary responsibility involves patch management and the deployment of updates to endpoints. This role requires managing on-premise and cloud-based patching and deployment systems using native tools and PowerShell methods.

As an IT Operations Support Administrator IV, you will also provide Tier 3 and engineering daily support and administration for Microsoft Configuration Manager (SCCM) infrastructure or an Intune platform within a Windows operating system environment. You will be responsible for the deployment, configuration, and support of desktop technologies in a distributed environment.

Essential Duties And Functions

• Supports a Windows operating system environment with 2000+ workstations, 200+ printers, and various software applications.
• Provides technical assistance to users at various remote locations throughout the HSA, utilizing VNC technology for diagnostics and software updates.
• Installs, configures, and troubleshoots computer hardware, peripherals, and software applications.
• Manages user accounts in Active Directory and Office 365, and supports common Office 365 applications.
• Provides remote assistance using desktop support tools.
• Manages software distribution, including Microsoft Security upgrades and standard desktop software, prioritizing and coordinating security patch and software testing schedules and distributions.
• Creates packages, collections, and advertisements for distributions.
• Customizes reports and dashboards for corporate hardware and software planning.
• Collaborates with information security to identify and remediate workstation risks.
• Provides 3rd level support for Microsoft Configuration Manager infrastructure and standard desktop software.
• Meets with internal clients to assess needs, identify challenges, and define project scope for software application deliveries.
• Investigates and resolves issues with Configuration Manager Client on endpoints.
• Troubleshoots and corrects Microsoft Configuration Manager client and distribution point errors.
• Troubleshoots failed Microsoft Configuration Manager deployments and health issues.
• Administers the Microsoft Configuration Manager toolset backend to maintain system health, including core component changes, software delivery, client health, reporting, boundaries, and bandwidth settings.
• Manages and administers Microsoft Configuration Manager client health.

Qualifications

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

Four (4) years of experience performing analysis, installation, technical support, and system administration in a network environment.

Special Conditions

• Two (2) years’ experience Windows Operating System.
• Possession of a valid California’s Driver’s License.
• Ability to lift heavy objects with assistance.

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 years). One 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.
• 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

• Three (3) years’ experience in either SCCM, Microsoft Intune, or Microsoft Configuration Manager.
• 3+ years Windows Administration – Active Directory, Scripting.
• Three (3) years’ experience in PowerShell, DOS.
• Networking concepts – DNS, DHCP, Troubleshooting TCP/IP.
• Strong communication, problem solving, and technical writing skills with excellent customer service and support skills.
• One (1) year experience ServiceNow Experience, ITIL, Change Management.
• Extensive knowledge and/or prior experience with standard software package and patch deployment methodologies, adhering to standard change control processes within mid (500+) to large (1000+) organizations.

Key skills/competency

• Patch Management
• Microsoft Configuration Manager (SCCM)
• Microsoft Intune
• Windows Operating Systems
• PowerShell Scripting
• Active Directory
• Office 365 Administration
• Desktop Support (Tier 3)
• Network Troubleshooting (DNS, DHCP, TCP/IP)
• ITIL/Change Management