Career Opportunity

IT Operations Support Administrator IV - Finance and Information Technology Division - SF Municipal Transportation Agency (1094)

Recruitment: RTF0133645-01048385

Published: April 20, 2023

Apply using SmartRecruiters, the City and County of San Francisco's application portal.

About:

Technology is at the core of the San Francisco Municipal Transportation Agency (SFMTA’s) mission and future. It is an exciting time to work at the SFMTA as we develop new tools, rethink systems, and modernize transportation. This is an opportunity to work with stakeholders and business units across the SFMTA. Through these channels, the Technology Services Section is helping to bring modern transportation services and infrastructure to our customers. Your work will impact the lives of all San Francisco residents and many more visitors and commuters that use our transportation services and infrastructure.

Role description

APPOINTMENT TYPE: Temporary Exempt, Full Time appointment not to exceed two (2) years – This position is excluded by the Charter from the competitive Civil Service examination process and shall serve at the discretion of the Appointing Officer.

Annual Salary: $115,648 - $143,312 annually 

Application Opening: April 19, 2023

Application Filling Deadline: May 3, 2023

Under general direction, the Technology Support Technician performs a full range of system administration and data center operational activities for a large network of mini-computers, multiple Local Area Networks (LANs) or several computers with different and distinct platforms which includes Network Operations Center (NOC). The Technology Support Technician effectively manages network and computer operations, develops ad hoc desk level system instruction, and provides ongoing and remedial user training; establishes and performs data and access protection processes; and integrates hardware operating systems and program applications.

EXAMPLES OF IMPORTANT AND ESSENTIAL DUTIES:

• Designs, installs, administers, maintains and upgrades operating systems, including DOS, Unix, Apple, and Windows; analyzing, researches, and tests changes in operating systems and system software on multiple computers for compatibilities, performance, and capabilities in operational matters; and deploying new or enhanced system tools.
• Monitors, operates, and enhances complex computers of distinctive platforms and on-site or remote communications systems; develops, designs, and implements problem solutions using standard analysis techniques and documenting solutions.
• Interfaces with users and programmers to determine and communicate needs; consulting on feasibility, costs and benefits of additions or enhancements; recommending interfaces; assists technical staff in providing estimates to other departments for data wiring projects.
• Adds and deletes users; configures user data, security rights and access rights.
• Installs, configures, repairs, maintains, and upgrades hardware and peripherals; installs and enhances applications.
• Conducts application problem resolution; determines and clearly defines problems; coordinates with programmers and vendors, and/or operators; may write code as required.
• Provides technical assistance to users; assesses and coordinates user training.
• Performs Help Desk functions for more complex problems, including problem tracking, analysis, resolution, escalation, and coordination.
• Researches hardware and software technologies; plans for future requirements.
• Prepares specifications; solicits and evaluates vendor bids; purchases necessary hardware, software, manuals, etc.
• Prepares standard procedures documentation.
• Performs and monitors more complex scheduled job executions on multiple, distinct computer platforms.
• Performs work related to security and disaster recovery needs such as system backup and/or restoration, including operational support at a recovery site.
• Performs all related duties as assigned.

How to qualify

MINIMUM QUALIFICATIONS:

1. 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]; AND

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

3. Possession of a valid California Driver's License.

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.

NATURE OF WORK:

This position requires sufficient strength and coordination of lifting, pushing, pulling and/or carrying the weight of computer systems equipment.  It also requires bending, stooping, and/or crawling in order to install or repair computer systems hardware. This position will be required to report on-site 5 days a week.

DESIRABLE QUALIFICATIONS: 

The stated desirable qualifications may be used to identify candidates advancing to the interview process and/or to identify job finalist(s) at the end of the selection process when referred for hiring.

• Proficient knowledge of common operating systems, such as Windows 10, Windows 11, iOS, Android, MacOS.

• Experience building Windows Images.

• Experience supporting mobile devices including iPhone and Android.

• Experience supporting Macs.

• Experience with Information Technology Infrastructure Library (ITIL).

• Experience managing key System Center applications including SCCM, SCSM, and SCOM.

• Proficient in supporting Office 365 users particularly regarding email.

• Experience supporting VoIP phones, preferably Skype for Business.

• Experience setting up and supporting video surveillance cameras.

• Ability to work in a fast-paced and constantly changing environment.

• Ability to relate the goals of IT service support to business goals.

• Ability to focus on customer satisfaction, with strong interpersonal skills and responsiveness.

• Ability to drive process improvement to continually improve service and reduce costs.

• Ability to establish good working relationships with employees, other IS professionals, departmental end users, vendors, and contractors and prioritize competing requests for service.

• Strong communications skills and experience working alongside other IT and business management professionals.

What else should I know?

Please Note: A resume and cover letter must be attached to the online application.

Verification: Applicants may be required to submit verification of qualifying education and experience at any point during the recruitment and selection process. More information can be found here.

Additional Information Regarding Employment with the City and County of San Francisco:

• Information About The Hiring Process
• Conviction History
• Equal Employment Opportunity 
• Disaster Service Worker
• ADA Accommodation
• Right to Work
• Diversity Statement

All your information will be kept confidential according to EEO guidelines.

For questions or inquiries, please contact: Lisamarie Chavis, Human Resources Analyst at Lisamarie.Chavis@sfmta.com.

CONDITION OF EMPLOYMENT:  All City and County of San Francisco employees are required to be fully vaccinated against COVID-19 as a condition of employment. Someone is fully vaccinated when 14 days have passed since they received the final dose of a two-shot vaccine or a dose of a one-shot vaccine. Any new hire must present proof of full vaccination status to be appointed. Any new hire who will be routinely assigned or occasionally enter High-Risk Settings, must provide proof of having received a COVID-19 booster vaccine by March 1, 2022, or once eligible.

The City and County of San Francisco encourages women, minorities and persons with disabilities to apply. Applicants will be considered regardless of their sex, race, age, religion, color, national origin, ancestry, physical disability, mental disability, medical condition (associated with cancer, a history of cancer, or genetic characteristics), HIV/AIDS status, genetic information, marital status, sexual orientation, gender, gender identity, gender expression, military and veteran status, or other protected category under the law.