1091-IT Operations Support Administrator I

Company Description

Specific information regarding this recruitment process is listed below:

Appointment Type: Provisional.  A provisional appointee must participate and be successful in a Civil Service Examination process for this classification and be selected through an open competitive process in order to be considered for a permanent appointment.  Provisional appointments may not exceed three (3) years.

Specific information regarding this recruitment process are listed below:

• Application Opening: Tuesday, May 27, 2025
• Application Deadline:  Apply immediately.  Interested applicants are encouraged to apply as soon as possible as this announcement may close at any time after 5:00 PM on Wednesday, June 4, 2025.
• Compensation Range:  $72,644.00- $89,986.00 Annually
• Recruitment ID:  TPV-1091-157125 (RTF0157124)

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.

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

Job Description

Under general supervision, the IT Operations Support Administration II serves as a primary Help Desk technician responsible for 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 is also responsible for maintaining a close working relationship with our business customers and business partners to drive resolution and advancing proactive efforts to improve customer satisfaction with technology services

You are excited about this opportunity because you will:

•  Maintains 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.
• Performs help desk functions. Responds to phone calls and e-mails related to problems involving all major computer applications, systems, workstations, and printers; provides technical and procedural assistance and recommends 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. Documents procedures used to resolve problems. Communicates with customers effectively in writing and verbally.
• Responsible for the configuration, implementation and support of Desktop computers used in security operations.
• Participates in the administration of Help Desk staff training procedures, policies, and knowledge base materials. Participates in change management and disaster recovery processes.
• Responsible for triage, escalation, and notification for technical issues. Coordinates and/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. Provides 1st Level Cyber Security Support. Works closely with various IS administrators/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.
• Monitors technical support activities for computer systems and equipment to ensure proper functioning; communicates with users regarding resolution of problems and continuously updates trouble tickets from ServiceNow.
• Perform