1094-IT Operations Support Administrator IV

Job description

CITY AND COUNTY OF SAN FRANCISCO

DEPARTMENT OF HUMAN RESOURCES

TITLE: IT OPERATIONS SUPPORT ADMINISTRATOR IV

JOB CODE: 1094

DEFINITION

Under general direction, serves as the technical authority for operational activities in addition to performing the most complex technical and operational support work, project management, systems analysis , and systems and network administration which may include computers, peripherals, and mobile device configuration, or a combination of these activities working in a large network with multiple Local Area Networks (LANs) or in a major data center with multiple and distinct computers, servers and associated networks; researches problems, plans solutions, develops operational procedures, recommends software and systems; develops cost analysis, design considerations, and implementation timelines; provides ongoing and remedial user training; establishes and performs data and access protection processes; integrates hardware, operating systems and program applications; and performs the most difficult and highly complex duties of an IT unit.

DISTINGUISHING FEATURES

The IT Operations Support Administrator IV is the advanced senior level in the IT Operations Support series. Positions at this level are distinguished from those in the lower level of IT Operations Support Administrator III in that the latter is responsible for smaller and less complex systems and though it performs complex work, the IT Operations Support Administrator IV performs technical functions, analysis and administration of the highest complexity in an IT unit requiring specialized technical or functional expertise beyond that expected at the advanced journey level. This classification is further distinguished from the higher level of IT Operations Support Administrator V in that the latter exercises full supervisory responsibilities over staff and the work of the unit. Positions at this level perform within a broad framework of general policy. Employee exercises broad judgment in defining work objectives and determining methods and systems to meet objectives. Performance is measured by timely completion of predetermined goals and objectives, as well as the smooth operation of the systems under their authority.

SUPERVISION EXERCISED

Advanced senior level - may serve as lead over subordinate clerical or operations support staff or coordinate a defined program. May oversee staff and operations in supervisor's absence, however is not charged with full functional supervisory responsibilities.

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

2. Analyze, design and develop operational procedures; review, analyze, and resolve operational problems; apply automation tools to resolve operational problems.

3. Analyze and recommend procedures consistent with departmental directives, policies and regulations.

4. Install, operate, administer, maintain and upgrade complex operating systems; provide technical assistance to users; assist in the transition of data between systems on multiple platforms.

5. Performs help desk functions for more complex problems, including coordinating the development and implementation of problem resolutions; coordinate hardware, software and service repairs.

6. Interface with users, engineers, and other analysts for multi-department system projects and system related activities to meet the needs of the department.

7. Assist with designing the growth of the systems and networks; monitor and enhance complex computer and telecommunications systems; assist in developing City/County standards for LAN/WAN administration.

8. Review plans for software and hardware equipment and services; develop detailed specifications; research and evaluate software and hardware technologies; consult on feasibility, costs and benefits of additions or enhancements; participate in the request for proposal process; oversee the maintenance inventories; plan for equipment needs; research, evaluate and test hardware and software products; coordinate hardware and software purchases; prepare procedures documentation.

9. 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.

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

11. Work directly with contractors and vendors.

12. Perform project management activities on operations projects.

13. Assess user training needs; develop training programs and materials.

14. Attend meetings; represent the unit on committees as necessary.

KNOWLEDGE, SKILLS, AND ABILITIES

Knowledge of: On-site broad based technical, operational, programming and analytical problem solving support; Installation, maintenance, expansion and upgrading of software, hardware, networks and peripherals; Practices and techniques of supervision and project management;

Training techniques; Computer languages; Interactive of macro-based applications; Data processing methods; Common operating systems and relational database systems; Systems analysis and design; Functional requirements, structured or procedures analysis; Emerging technologies.

Ability or Skill to: Work effectively in a team; If position is assigned the role of lead, requires the ability to manage and direct a group of workers, including the ability to provide counseling and mediation; Persuade, convince and train others; Decide the time, place and sequence of operations within an organizational framework, as well as the ability to oversee their execution; Communicate effectively orally and in writing; Establish and maintain good working relationships with peers, vendors and contractors; Analyze data and information using established criteria, in order to determine consequences and to identify and select alternatives; Advise and provide interpretation to other on how to apply policies, procedures and standards to specific situations; Exercise decisiveness and creativity required in situations involving the evaluation of information against judgmental criteria; Conduct cost/benefit analyses; Use logic and analysis to solve computer and systems problems; Read and understand professional journals and literature; Prioritize competing requests for service.

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:

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.

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.

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.

SUPPLEMENTAL INFORMATION

Essential duties require the following physical skills and work requirements: Some positions may require sufficient strength and coordination for lifting, pushing, pulling and/or carrying the weight of computer equipment. May require bending, stooping and/or crawling in order to install or repair computer or printer cables. May require hand/eye coordination and manual dexterity for semi-skilled movements, such as taking apart casings, installing parts, reconnecting computers and data entry. This position may require rotational, shift and overtime work. May be required to travel to and work at a disaster recovery site, which may be located out of state, to resume data center operations after a disaster.

PROMOTIVE LINES

To: 1095 IT Operations Support Administrator V

From: 1093 IT Operations Support Administrator III

ORIGINATION DATE:

01/10/12 (Consolidation of the 100x IS Operator, 101x IS Technician and 102x IS Administrator Series)

AMENDED DATE:

06/27/16; 09/09/16; 07/03/23

REASON FOR AMENDMENT:

To accurately reflect the current tasks, knowledge, skills & abilities, and minimum qualifications.

BUSINESS UNIT(S):

COMMN SFMTA SFCCD SFUSD

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