IT Operations Support Administrator II - Information Technology & Telecommunications - SFO

To be considered for this position, please ensure your application is fully completed. Resumes alone will not be accepted in place of the required application.

This is a Position-Based Test conducted in accordance with CSC Rule 111A. Learn more about the City’s hiring process here: Understanding the hiring process

• Open Friday, March 28, 2025
• Application Deadline: Apply Immediately. Application filing will be open at least through Thursday, April 3, 2025 at 5:00 p.m. pacific, and will close any time thereafter.
• Work Arrangement: Hybrid work schedule may be available (up to 1 day telecommuting).
• Compensation: $85,306 - $105,768 annually

San Francisco International Airport (SFO), an enterprise department of the City and County of San Francisco (CCSF), has approximately 1,700 CCSF employees and strives to be a diverse, equitable, and inclusive employer.

SFO’s mission is delivering an airport experience where people and our planet come first and our core values are Safety and Security, Teamwork, Excellence, Care, and Equity. Learn more about careers at SFO.

For more information about SFO, visit www.flysfo.com. Follow us on X and Facebook.

Under general supervision, serves as a primary Help Desk technician providing outstanding customer service, technical phone support, documentation, configuration, installation and maintenance of desk and laptop computers and peripherals, mobile device configuration, service level reporting, technical problem resolution, problem escalation, technical project participation, and system monitoring. This position maintains a close working relationship with SFO’s business customers and business partners to drive resolution and advancing proactive efforts to improve customer satisfaction with technology services.

As a team member of SFO, you will embrace SFO’s core values and SFO’s Racial Equity Action Plan.

Duties include:

• Maintain appropriate technical knowledge required to resolve technical issues, relating to software applications, workstations, laptops, and printers; ensure proper functioning of desktop and printing equipment; install and configure computer hardware and software; maintain equipment and software and keep it operational.
• Perform help desk functions; respond to phone calls and e-mails related to problems involving all major computer applications, systems, workstations, and printers; provide technical and procedural assistance and recommend solutions to correct malfunctions.
• Ensure accurate entry and routing of customer requests; participate in the administration of daily activities of staff including trouble ticket generation/resolution, equipment check-out/in and vendor relations; document procedures used to resolve problems;  communicate with customers effectively in writing and verbally.
• Configure, implement and support Desktop computers used by security operations.
• Participate in the administration of Help Desk staff training procedures, policies, and knowledge base materials; participate in change management and disaster recovery processes.
• Responsible for triage, escalation, and notification for technical issues; coordinate or perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications.
• Responsible for Active Directory updates; provide first Level Cyber Security Support; work closely with various information systems administrators and service technicians, both internal and external, to provide hardware and software support to systems throughout the airport; orders and maintains all cell phones, smart phones, and tablets.
• Monitor technical support activities for computer systems and equipment to ensure proper functioning; communicate with users regarding resolution of problems and continuously update trouble tickets from ServiceNow.
• Prepare weekly reports on the Help Desk service level performance; analyze performance of Help Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems; track and analyze trends in Help Desk requests and generate statistical reports.
• Perform duties as listed in the class specification, which can be found on DHR’s website.

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]. AND

Experience

One (1) year of experience performing analysis, installation and technical support in a network environment.

Other

Ability to lift up to 35 pounds.

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.

The above minimum qualifications reflect special conditions associated with the position to be filled. They may differ from the standard minimum qualifications associated with this class code.

The stated Desirable Qualifications below may be considered at the end of the selection process when candidates are referred for hiring.

• 1 year Call Center or Service Desk Agent experience with a strong understanding and direct experience with ServiceNow or other IT Ticketing system.
• 1 year System Administration experience with a strong understanding of system management tools, such as, M365 Admin Center, ADManager, Active Roles, KACE System Management, etc.
• 1 year experience providing first level Cyber Security support with a strong understanding of endpoint, cloud and identity protection software such as MECM Microsoft Endpoint Configuration Manager, CrowdStrike, BeyondTrust Remote Support, etc.
• 1 year experience providing secure local area network support in a medium to large hub commercial service airport.

Selection Procedure

After application submission, candidates deemed qualified must complete all subsequent steps to advance in this selection process, which includes the following:

The selection procedure is designed to measure the knowledge, skills and abilities in job-related areas that include, but are not limited to: knowledge of on-site broad based technical, operational and analytical problem solving support; knowledge of installation, maintenance, expansion and upgrading of software, hardware, networks, desktops, mobile devices, peripherals; knowledge of common operating systems and administrative tools; ability to establish and maintain effective working relationships including relationships with internal customers; ability to prioritize competing requests for service.

Written Exam (50%)
Candidates who meet the minimum qualifications will be invited to participate in a written multiple-choice exam. The exam is administered via computer or in paper format. Qualified candidates will be notified of the particular format to be used in their test appointment notification.

Supplemental Questionnaire (50%)

Candidates who achieve a passing score on the written multiple choice exam will be sent a supplemental questionnaire. All candidates’ responses to the supplemental questionnaire are subject to verification. All relevant experience, education and/or training must be included in the responses in order to be reviewed in the rating process.

Exams will be held the week of April 21, 2025. Only applicants who meet the Minimum Qualifications will be notified of the exact date, time, and place to report to the exam. 

Transportation Security Administration Security Clearance

Candidates for employment with San Francisco Airport Commission are required to undergo a criminal history record check, including FBI fingerprints, and Security Threat Assessment in order to determine eligibility for security clearance and may be required to undergo drug/alcohol screening. Per Civil Service Commission Rule Section 110.9.1, every applicant for an examination must possess and maintain the qualifications required by law and by the examination announcement for the examination. Failure to obtain and maintain security clearance may be basis for termination from employment with the Airport Commission.

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.

The duration of the eligible list resulting from this examination process will be of 6 months, and may be extended with the approval of the Human Resources Director.

To find Departments which use this classification, please see the city’s Position Counts by Job Codes and Departments.”

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.  Note: The correction of clerical errors in an announcement may be posted on the Department of Human Resources website at Careers with purpose.

The terms of this announcement may be appealed under Civil Service Rule 110.4.  Such appeals must be submitted in writing to the Department of Human Resources, 1 S Van Ness Avenue, 4th Floor, San Francisco, CA 94103-5413 by close of business on the 5th business day following the issuance date of this examination announcement.  Information concerning other Civil Service Commission Rules involving announcements, applications and examination policies, including applicant appeal rights, can be found on the Civil Service Commission website at Civil Service Commission | SF.gov .

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

• Information About the Hiring Process
• Conviction History
• Employee Benefits Overview  
• Equal Employment Opportunity 
• Disaster Service Worker
• ADA Accommodation
• Veterans Preference
• Seniority Credit in Promotional Exams
• Right to Work
• Copies of Application Documents
• Diversity Statement

Applicants will receive a confirmation email from [email protected] that their online application has been received in response to every announcement for which they file. Applicants should retain this confirmation email for their records.

Failure to receive this email means that the online application was not submitted or received.

If you have any questions, you may contact Susan Vang-Chan at [email protected]. Recruitment ID: RTF0155668-01155109

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.