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IT Operations Support Administrator III - Department of Emergency (1093)

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City and County of San Francisco

2024-11-06 01:45:22

Job location San Francisco, California, United States

Job type: fulltime

Job industry: Administration

Job description

Job Description

Under general direction, the IT Operations Support Administrator III provides 24/7/ help desk support. Under general direction, performs a full range of system administration, data center operational activities, and system monitoring activities for the 911 network with servers, multiple Local Area Networks (LANs) and computers with different and distinct platforms at a Network Operations Center (NOC). Assists with system administration for a large network within a framework of established procedures; provides ongoing and remedial user training and support; establishes and performs data and access protection processes; and performs related work which includes data input and record maintenance. Processes and escalates service tickets as required. Notifies users, vendors, and DEM administration staff of system problems as required.

The incumbent's full-time work schedule is from Tuesday through Saturday, 11:00 p.m. to 7:00 a.m. at 1011 Turk Street, San Francisco, CA 94102.

Examples of essential duties include but are not limited to:

Ability to support a 24/7/365 call center environment on a rotating shift basis

Perform a full range of desktop tier-one support for desktops, servers, communications components, etc. to include user training and triage

Interface with users, engineers, and vendors to determine and communicate needs and resolve technical issues

Escalate service requests as required including performing notifications of management personnel and communications to the user community

Document problem resolution into knowledge databases and ticketing system

Utilize ServiceDesk Incident and Asset Management systems; conduct inventory audits

Maintain documentation on procedures for repair, installation, and maintenance of various IT systems

Provide telephone support and off-site support as required

Install, configure and administer miscellaneous City software applications

Perform and monitor scheduled job executions, including system and application backups and archiving tasks, on multiple, distinctive platforms, including mainframes and mid-range computers.

Perform related duties and responsibilities as assigned.

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