IT Operations Support Administrator I

Under general direction, the 1091 IT Operations Support Admin I performs technical and operational duties in support of SFPUC’s mission critical IT environment. Responsibilities include monitoring, resolving, and escalating IT incidents and service requests; and coordinating with SFPUC IT teams and City partners. A core function of this role is supporting the specialized technological needs of the Power, Wastewater and Water enterprises, ensuring efficient, resilient, and secure IT operations at field locations and plant sites. The incumbent upholds a high standard of service delivery in support of public safety, essential infrastructure, and participates in special projects as required., * On-Site Technical Presence: Provide 100% dedicated, hands-on, 5 days a week on-site technical support to ensure immediate resolution of hardware and infrastructure issues.

• Tier 1 Technical Support: Serve as the initial point of contact for diagnosing, troubleshooting, and resolving network, hardware, and desktop software issues.
• Field Operations Support: Deliver specialized IT support and system maintenance across various SFPUC field sites and operational facilities.
• Incident Management: Log, monitor, and track all IT requests and incidents within the ticketing system, ensuring timely follow-up and comprehensive resolution.
• Cross-Site Collaboration: Partner with remote site administrators to diagnose technical issues and successfully deploy IT service requests across various locations.
• Hardware Deployment & Support: Oversee the installation, configuration, and ongoing maintenance of desktops, printers, and other computer peripherals.
• Service Excellence: Deliver exceptional, professional, and courteous customer service, ensuring a high-quality support experience for all end-users.
• Operational Flexibility: Perform other related duties and participate in special projects as assigned to support evolving business needs.

Class 1091 IT Operations Support Admin I performs other related duties as required., Eligible List/Score Report: A confidential eligible list of applicant names that have passed the civil service examination process will be created, and used for certification purposes only. An examination score report will be established, so applicants can view the ranks, final scores and number of eligible candidates. Applicant information, including names of applicants on the eligible list, shall not be made public unless required by law. However, an eligible list shall be made available for public inspection, upon request, once the eligible list is exhausted or expired and referrals resolved. The eligible list/score report resulting from this civil service examination process is subject to change after adoption (e.g., as a result of appeals), as directed by the Human Resources Director or the Civil Service Commission.

Candidate scores on this examination may also be applied to other announcements involving other job titles, when directed by the Human Resources Director

The duration of the eligible list resulting from this examination process will be 12 months and may be extended with the approval of the Human Resources Director.

To find Departments which use this classification, please see here.

Terms of Announcement and Appeal Rights: Applicants must be guided solely by the provisions of this announcement, including requirements, time periods and other particulars, except when superseded by federal, state or local laws, rules or regulations. Clerical errors may be corrected by the posting the correction on the Department of Human Resources website at here .

• 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].

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.

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.

Special Condition:

The position(s) to be filled require the following additional qualification, which differs from the standard minimum qualifications for this classification.

• Valid Driver’s License: A valid California Driver’s License is required at the time of hire.

Applicants must meet the minimum qualification requirement by the final filing date unless otherwise noted.

Desirable Qualifications: The following desirable qualifications may be considered at the end of the selection process when candidates are referred for hiring:

• Tier 2 Desktop support experience.
• Experience utilizing Microsoft Active Directory.
• Experience supporting mobile devices, such as smartphone, tablets, and laptops.
• Experience supporting users with Cloud computing and virtualization products.
• Experience developing and documenting standard operating procedures.
• Experience using remote technical support tools., * The ability to communicate effectively orally and in writing
• Knowledge of on-site broad-based user technical, operations, programming, and analytical problem solving support.
• The ability or skill to use logic and analysis to solve systems problems.

A passing score must be achieved on the BCQ Exam in order to continue in the selection process and be placed on the eligible list. Candidates will be placed on the eligible list in rank order according to their final score.

The department may administer additional position-specific selection procedures to make final hiring decisions.

San Francisco Public Utilities Commission (SFPUC) Headquartered in San Francisco, we have 2,300 employees operating across eight counties serving more than 2.7 million customers in the San Francisco Bay Area - 24 hours per day, 365 days per year.

Our Mission: To provide our customers with high quality, efficient, and reliable water, power, and wastewater services in a manner that values environmental and community interests and sustains the resources entrusted to our care.

Our Vision: We are an innovative utility leader, recognized for excellent results in service, safety, stewardship, and inclusiveness.

We are an award-winning and industry-leading utilities organization committed to our customers, community interests, and the environment. To learn more about our organization, please visit our website at https://www.sfpuc.gov.

We are proud of our infrastructure and programs, but most importantly, we value our highly qualified and dedicated workforce which ensures that this vision becomes a reality.