1090-IT Operations Support Apprentice

Job description

CITY AND COUNTY OF SAN FRANCISCO

DEPARTMENT OF HUMAN RESOURCES

Title: IT Operations Support Apprentice

Job Code: 1090

DEFINITION

Under close guidance and direct supervision, learns to provide technical support for moderately sized networks with single or multiple Local Area Networks (LANs) or data center operational support for multiple, distinctive computers, mobile devices and their networks; installs, main-tains, and enhances software, hardware and peripherals; assists in performing basic help desk functions; coordinating user training; performing data and access protection processes; and performing related work which may include computerized data input and record maintenance.

DISTINGUISHING FEATURES

The IT Operations Support Apprentice is the training-level classification in the IT Operations Support series where incumbents learn and assist in performing technical and operational sup-port functions. Positions at this level are distinguished from the IT Operations Support Adminis-trator I in that the latter performs a significant portion of the work assigned to the journey level IT Operations Support Administrator II, but without the independence or full responsibility ex-pected at the higher levels.

SUPERVISION EXERCISED

None

EXAMPLES OF IMPORTANT AND ESSENTIAL DUTIES

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. Assists in providing technical and operational support and maintenance for computers and networks; assist in network upgrades; log, track and monitor all problems and requests; as-sists in providing technical support to department programs and staff in the use of computer applications. Learns to assign logons and rights, print queues and directory structures; learns to reset passwords; create departmental groups; and run security programs.

2. Assists in monitoring and operating computer and telecommunications systems, including data lines, terminals and printers; troubleshooting hardware/software problems; and coordi-nating with vendors for equipment repair.

3. Assists in performing help desk functions for routine issues including problem tracking, analysis, and resolution; define and document help desk solutions; providing problem de-termination; analyzing and resolving system problems to ensure continuous system opera-tions required for scheduled data processing functions; administering off-site storage of da-ta.

4. Learn to install and configure server hardware, workstations and various peripherals; learn to install software applications.

5. Learn to produce, review and assist in the collection of client data, service and billing is-sues and documentation to comply with governmental mandates and regulations.

6. Assists in monitoring and reviewing system software applications and procedures pertain-ing to accurate reporting; reviewing system output and data processing operations for accu-racy and completeness; and providing communications support between systems.

7. Assist in the development and production of system/end-user documentation for applica-tions processing and procedures.

8. Assist in the development and implementation of training activities and materials; instruct users in logon and document identification procedures.

9. Learns to generate reports and statistics; perform system backups; and retrieve docu-ments.

KNOWLEDGE, SKILLS, AND ABILITIES

Knowledge of:

Ability or Skill to:

MINIMUM QUALIFICATIONS

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:

Experience:

License and Certification:

Substitution:

SUPPLEMENTAL INFORMATION

PROMOTIVE LINES

ORIGINATION DATE:

07/03/2023

AMENDED DATE:

REASON FOR AMENDMENT:

BUSINESS UNIT(S):

COMMN SFMTA

Standard information

Disaster service work

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.

Historic and future compensation