1092 - IT Operations Support Administrator II

Recruitment #pex-1092-903869


1092 IT Operations Support Admin II
$67,515.97 - $81,840.30/year

The San Francisco Unified School District (SFUSD) is the seventh largest school district in California, serving more than 57,000 students who speak more than 44 documented languages across 132 schools in the city of San Francisco every year. We aim for every student who attends SFUSD schools to discover his or her spark, along with a strong sense of self and purpose, and that all students graduate from high school ready for college and career, and equipped with the skills, capacities, and dispositions outlined in SFUSD’s Graduate Profile.  Every day in our quest to achieve this mission we provide each and every student the quality instruction and equitable support required to thrive in the 21st century.

When you join our team at SFUSD you can expect to be part of an inclusive, innovative and equity-focused organization that approaches public education as a social justice movement, requiring broad collaboration across an array of strategic partners. In 2014 SFUSD created an inspiring statement, Vision 2025, which captures our aspirations and vision for the future of public education in San Francisco. Alongside the District’s strategic plan, Transform Learning. Transform Lives. SFUSD is reimagining how public education will change over the next decade to meet the dynamic future of San Francisco. As a CORE district, SFUSD is also a leader in critical systems change for more comprehensive school accountability and innovations that help strengthen the instructional core, which is the foundation of our strategic plan and Vision 2025.  

We want talented people from diverse backgrounds and experiences, who are inspired by our mission steeped in equity, and who are motivated to unleash our children’s potential. We want people who are strong collaborators, skilled communicators, problem solvers and who are comfortable in a community of continuous learning.

Under general direction, the 1092 IS Administrator II performs a full range of system administration, device and user support, and network operational activities in a mixed technology environment that includes Cisco and Ruckus networking equipment and Windows, Apple, and Chrome-based devices, including tablets and mobile devices. The 1092 provides ongoing and remedial user training, onsite and remotely, establishes and performs data and access protection processes; and leverages technology systems such as mobile device and asset management systems to effectively support the SFUSD community with using technology to advance academic and operational objectives.

The IS Administrator II is the journey level in the Administrator series. Positions at this level are distinguished from those in the first level in that the latter is less independent and the system administration and/or operational responsibilities are less complex and narrower in scope. Yet, the journey level is responsible for smaller and less complex systems than the Administrator III classification. Work is generally performed independently within established procedures and protocols and assignment of duties as articulated by the employee’s direct supervisor(s). Performance is measured by accurate and timely completion of work. Work is reviewed upon completion and for overall results.

1. Monitor, operate, enhance, troubleshoot, service, and support moderately complex computers with different and distinct hardware and software platforms, including Windows, Chrome, Apple operating systems, specifically MacOS and iOS

2. Install, maintain, and upgrade software, hardware, peripherals, communications, and networking systems; provide support for District software, cloud-based systems, and applications, including but not limited to Microsoft Office, iLife, iOS apps, and Google Apps for Education.
3. Install, configure, and upgrade computer and/or telecommunications hardware and software; service and maintain equipment.
4. Debug, maintain, and document programs and procedures used to enhance existing local area network (LAN) or wireless functions.
5. Perform on-site and remote support, using technology systems to provide efficient and effective support, including Help Desk functions.
6. Provide technical assistance to users; escalate and coordinate problem resolution activities; consult on feasibility, costs, and benefits of additions or enhancements using SFUSD’s centralized service request software (Zendesk) to document, collaborate, or escalate assigned technical responsibilities.
7. Develop, grow, and maintain customer relationship management strategies as they relate to supporting SFUSD students, staff and enterprise systems and following accepted norms of the Department and District. 
8. Retrieve and download and/or upload data; assist with the transition of data/operations between systems; may provide on-site technical support for line printers; may operate high-speed printers and associated equipment.
9.  Research, analyze and test application or system software for compatibility and capability to specific job applications and assignments; may recommend hardware and software purchases.
10. Use centralized device management and inventory solutions such as mobile device management (MDM), including JAMF Pro, Google Admin Console, or Microsoft InTune to upgrade software, re-image devices, and provide efficient and effective end-user support.

11. Coordinate and schedule site visits for diagnostic, evaluation and maintenance of any SFUSD technology and service; perform routine equipment maintenance, repairs and modifications on various computer systems and software and related equipment; create user groups and individual accounts.

12. Research and analyze data; compile, tabulate and generate reports; document procedures and programs; document ticket resolutions
13. Perform work related to security, backups, archiving and disaster recovery needs such as system backup and/or restoration, traveling to hotsite or recovery site, and operating restored systems.
14. Perform related duties and responsibilities as assigned.
Knowledge of: On-site and remote broad-based technical, operational, hardware/software and analytical problem-solving support; Installation, maintenance, expansion and upgrading of software, hardware, networks and peripherals. Common operating systems, including Windows, Mac OSX, Mac iOS, and Chrome; Data processing methods and procedures; Training techniques; Google Apps for Education
Ability to: communicate effectively orally and in writing; use logic and analysis to solve computer and systems problems; establish and maintain effective working relationships; apply new technologies and system changes; analyze and categorize data and information in order to determine the relationship of the data with reference to established criteria/standards; advise and provide interpretation to others on how to apply policies, procedures and standards to specific situations; exercise the judgment, decisiveness and creativity required in situations involving the evaluation of information against measurable criteria; read and understand professional journals and literature; prioritize competing requests for service; to learn and use technology systems such as mobile device management and asset configuration and management systems.

Minimum Qualifications

Any combination of training and experience that could likely provide the required knowledge and abilities may be qualifying. A typical way to obtain this would be:
  • Requires an Associate's 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].
  • One (1) year of experience performing analysis, installation and technical support in a network environment.

*SUBSTITUTION: Applicants may substitute the required education with additional qualifying experience on a year for year basis. One year (2000 hours) of additional qualifying experience will be considered equivalent to 30-semester units/45 quarter units.

Please note: Meeting the Minimum Qualifications does not guarantee applicants an interview or further advancement in the selection process.

  • Valid CA Driver’s License
  • 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 for semi-skilled movements, such as taking apart casings, installing parts, reconnecting computers and data entry
  • May require rotational and shift assignment and may be required to travel to and work at a hotsite.

*The stated desirable qualifications may be used to identify job finalists at the end of the selection process when candidates are referred for hiring.

SFUSD offers a competitive salary of $67,515.97 - $81,840.30 annually, commensurate with experience in a similar position. We offer a comprehensive benefits plan including dental and vision plans, a defined benefit pension plan, disability, life insurance, flexible spending account options and vacation time. We also offer an inclusive and equity-centered environment where we encourage staff to bring their whole selves to work.

How To Apply

Applications for City and County of San Francisco jobs are only accepted through an online process. Visit www.jobaps.com/sf to register an account (if you have not already done so) and begin the application process. Select the desired job announcement Select “Apply” and read and acknowledge the information Select either “I am a New User” if you have not previously registered, or “I have Registered Previously” Follow instructions on the screen Computers are available for the public (from 8:00 a.m. to 5:00 p.m. Monday through Friday) to file online applications in the lobby of the Dept. of Human Resources at 1 South Van Ness Avenue, 4th Floor, San Francisco. Applicants may be contacted by email about this announcement and, therefore, it is their responsibility to ensure that their registered email address is accurate and kept up-to-date. Also, applicants must ensure that email from CCSF is not blocked on their computer by a spam filter. To prevent blocking, applicants should set up their email to accept CCSF mail from the following addresses (@sfgov.org, @sfdpw.org, @sfport.com, @flysfo.com, @sfwater.org, @sfdph.org, @asianart.org, @sfmta.com, @sfpl.org, @dcyf.org, @first5sf.org, @famsf.org, @ccsf.edu). Applicants will receive a confirmation email 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. All work experience, education, training and other information substantiating how you meet the minimum qualifications must be included on your application by the filing deadline. Information submitted after the filing deadline will not be considered in determining whether you meet the minimum qualifications. Applications completed improperly may be cause for ineligibility, disqualification or may lead to lower scores. If you have any questions regarding this recruitment or application process, please contact the analyst, Terrence Hazelwood-Carter, by telephone at 415.241.6101, or by email at hazelwood-cartert@sfusd.edu

NOTE: You must attach an updated resume and cover letter. However, resumes will not be accepted in lieu of a completed application.

Make sure that your application and any attachments to the application submitted at the time of filing are complete and accurate and include details on all experience, education, training and other information that qualifies you for this position. Failure to submit a complete and accurate application at the time of filing may result in your ineligibility for this position or inability to receive full credit for scoring purposes. Any new information concerning work experience, education, training and other information that is submitted after the filing deadline may not be used for scoring or considered to determine whether you meet the minimum qualifications.

The San Francisco Unified School District is committed to maintaining an educational environment where all persons who participate in school programs and activities can work and learn together in an atmosphere free of all forms of harassment or intimidation. The Board prohibits sexual harassment of students, employees or other persons, at school or at school-sponsored or school-related activities. San Francisco Unified School District programs, activities, and practices shall be free from unlawful discrimination, harassment, intimidation, and bullying based on actual or perceived race, color, ancestry, national origin, ethnic group identification, age, religion, marital or parental status, physical or mental disability, sex, sexual orientation, gender, gender identity, or gender expression; or on the basis of a person’s association with a person or group with one or more of these actual or perceived characteristics.

Minorities, Women, and Persons with Disabilities are Encouraged to Apply

We are an Equal Opportunity Employer

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