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This Is Jayaraman From Info Way Solutions, LLC We Have Job Opening For Client Support Specialist I And The Detailed Job Description Is Given Below

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Job Title: Client Support Specialist I

Sunnyvale, CA

Onsite Job

Job Description

" Installs, configures and sets up client devices (desktops, laptops, tablets, Smartphones, etc.), client

" device software/applications, monitors, printers or other peripherals.

" Performs equipment and system setup, including necessary interconnections and performance

" monitoring.

" Responds to incoming incidents and requests in a timely manner, tracks 100% of all customer

" contacts, researches questions and issues and resolves each interaction with customer satisfaction.

" Provides technical support and customer service assistance either in person, online, or over the

" telephone; refers problems to appropriate staff as needed.

" Assists with the resolution of technology problems reported by City staff and system users with

" standard computer tools such as remote access applications, desktop management appliances, the

" City's business applications, and other office automation/desktop software products.

" Escalates incidents to higher level support personnel when appropriate in a timely manner.

" Provides solutions to frequently occurring problems and documents this in the ITSM

" knowledgebase, maintains and updates articles within the knowledgebase.

" Responsible for updating and maintaining the City's IT asset management inventory.

" Performs routine and preventive maintenance of all client devices, including printers, file systems,

" telephones and related equipment to ensure uninterrupted and optimum system performance.

" Completes service requests in a timely manner and provides support to end-users.

" May provide information technology training including new employee orientations regarding the

" City's software applications and voice, radio and/or data communications equipment.

" Provides technical support, including testing and equipment maintenance for in-person and

" virtual meetings in the City Council chambers.

" Provides technical direction, guidance, and customer service assistance to City staff and systems

" users in the operation and use of client devices (desktops, laptops, tablets, Smartphones, etc.) and

" City applications and information systems.

" Answers, evaluates and prioritizes incoming online, telephone, voice mail, e-mail and in-person

" reported incidents related to hardware, software and other technologies; sets priorities and

" assignment of incidents to resolve problems in the most expedient manner.

" Assists users with making requests for identifying the right equipment or systems for purchase or

" upgrade.

" Provides Citywide system alerts, outages or maintenance notices as needed.

" Routes and escalates service requests to the appropriate staff as needed.

" Performs as a member of a team, answering questions, sharing expertise, and contributes to team

" effectiveness.

" Performs responsibilities according to the IT Department's defined processes and procedures and

" Service Level Agreements (SLAs).

" Provides City-wide information technology training standards; develops, coordinates and

" conducts new employee orientations regarding the City's software applications, use of client devices

" and data communications.

" Interacts with and assists Network Engineers / System Administrators in troubleshooting and

" diagnosing desktop computing and Local Area Network (LAN) and Wide Area Networks (WAN)

" problems.

" Interacts with and assists Programmer Analysts / Project Coordinators in troubleshooting and

" diagnosing reporting, department-specific and enterprise-wide applications issues.

" Maintains physical inventory of all end-point equipment and software.

" Maintains a cooperative working relationship with the public, users, other technical staff, vendors,

" supervisors and management.

" Works with IT staff to research, develop, test, and implement new technologies and projects.

" Monitors/safeguards security of data accordance to agency and IT security compliance.

" Develops and maintains technical system FAQs and how-to documentation within the IT

" knowledge base, to include creating/publishing new articles.

" Assists with the development, coordination and scheduling of in-house technical training, device

" and/or system user training, new user training, and assists with the preparation and conducting of

" demonstrations and training of new systems (applications or devices).

" Assists in the audits of IT services and equipment used by departments for reporting purposes.

Required Skills

" Principles and practices of customer service.

" Principles and practices of ITIL (IT Infrastructure Library).

" Familiarity of ITSM (IT Service Management) systems to include Incident/Problem Management,

" Request Fulfilment; Knowledgebase Management; Asset Management and IT Service Catalogs.

" Principles and practices of business systems applications, databases, office automation software

" and operating systems commonly used on desktop computers and networked systems.

" Principles and practices of computer, business or telecommunications operations, including

" network operating systems and software products; principles and practices of local area networks

" (LAN) and wide area networks (WAN).

" Principles, practices, methods and techniques of providing customer service, training and

" providing technical and functional support to end users.

" Methods and techniques of modern office business software programs, record keeping, report

" preparation, technical documentation and writing.

" Basic cybersecurity principles.

" Applicable security and data privacy practices and laws.

" Principles, practices, methods and techniques of providing customer service, IT training and

" providing technical and functional support to end users.

" Applicable industry and safety codes and standards.

" Office methods, procedures, software and equipment.

" Methods and techniques of troubleshooting hardware, software, voice and/or data

" communications equipment and inter-connectivity problems.

" Principles and practices of software and hardware installation and repair.

" Principles and practices of assuring data security.

Knowledge Skills & Abilities

" Communicate effectively, both orally and in writing; translate between technical and nontechnical terms.

" Identify, analyze and define administrative and technical issues, collect information, establish

" facts, draw valid conclusions and make appropriate recommendations.

" Effectively organize, prioritize and follow-up on work assignments in order to meet established

" deadlines.

" Provide excellent customer service. "

" Provide technical advice and consultation to City staff in person, online, over the telephone, or by

" email.

" Identify, analyze and resolve customer/user problems; take appropriate corrective action to

" problems; research technical materials to provide solutions to problems, or refer problems to

" appropriate staff.

" Learn complex principles, practices, techniques and regulations pertaining to assigned duties.

" Analyze current and future training, data, voice, software/hardware requirements and needs;

" make appropriate recommendations; develop, present and evaluate training programs and new

" employee training sessions.

" Effectively interpret and explain applicable processes, regulations, information technology

" protocols and hardware/software application solutions to users; listen and communicate

" information to persons with a diverse background of knowledge and experience.

" Develop and implement revisions to standard operating procedures to improve effectiveness

" and/or comply with technological changes as appropriate.

" Perform a variety of tasks in a consistent and accurate manner.

" Make sound decisions within established guidelines.

" Establish, maintain and promote positive and effective working relationships with employees,

" other agencies, public officials and the public.

" Demonstrate initiative and exercise good judgment in the performance of duties.

" Work independently and as a team member; recognize and set priorities and meet deadlines.

" Observe safety principles and work in a safe manner.

" Respond to cybersecurity issues and remediate in a timely manner as instructed.

" Recognize, set and follow priorities to meet deadlines.

" Intermediate knowledge of ITSM (IT Service Management) systems to include Incident/Problem

" Management; Request Fulfilment; Knowledgebase Management; Asset Management and IT

" Service Catalogs.

" Intermediate knowledge of business systems applications, databases, office automation software

" and operating systems commonly used on desktop computers and networked systems. Client

" device (e.g., desktop, laptop, tablet, SmartPhone) hardware, operating systems, common office

" automation applications and desktop applications.

" Computer peripherals such as printers, copiers, multi-function devices (MFDs), scanners, plotters,

" and external storage devices.

" Intermediate knowledge of computer, business or telecommunications operations, including

" operating systems and software products; principles and practices of local area networks (LAN)

" and wide area networks (WAN).

" Intermediate knowledge of troubleshooting hardware, software, voice and/or data

" communications equipment and inter-connectivity problems.

" Principles and practices of mentorship and effective working team environments.

" Identify, analyze and define complex technical issues, collect information, establish facts, draw

" valid conclusions and make appropriate recommendations.

" Provide technical advice and consultation to City staff in person or remotely (online, phone,

" email, etc.).

" Maintain and troubleshoot client device installations (desktops, laptops, tablets, Smartphones)

" and resolve hardware and software problems.

" Install or modify client device installations, including connecting hardware to the network,

" installing software, transferring data and testing.

" Perform routine upgrades on City client devices and workstations, software and associated

" peripherals.

" Independently develop and coordinate effective administrative and business systems, programs

" and procedures.

" Effectively organize, prioritize and complete complex work assignments in an expedient and

" customer service orientation.

" Apply complex principles, practices, techniques and regulations pertaining to assigned duties.

" Analyze cybersecurity issues and remediate in a timely manner as instructed.

" Assist in evaluating new technologies that will lower cost or improve efficiencies; provide

" feedback to management on ways to improve efficiencies. "

" Lead staff or user training on technology solutions.

" Act as a team leader when necessary.

" Assist is evaluating new technologies that will lower cost or improve efficiencies; provide

" feedback to management on ways to improve efficiencies.

" Lead staff or user training on new or existing technology solutions.

" Effectively interpret and explain applicable processes, regulations, IT protocols and

" hardware/software application solutions to users.

" Develop and implement revisions to standard operating procedures to improve effectiveness

" and/or comply with technological or regulatory changes as appropriate.

" Exercise independent judgment and initiative to identify problems, analyze situations accurately,

" and take effective action Prepare and maintain clear, concise and accurate written reports,

" instructions, memos, alerts, knowledgebase articles or other related documentation.

" Prepare and maintain clear, concise and accurate written reports, instructions, memos, alerts,

" knowledgebase articles, newsletter articles and other related documentation.

" Make public presentations, as necessary. " Follow oral instructions, work with minimal supervision

" to accomplish goals and objectives and complete assigned project task on time.

" Plan effectively, prioritize requests and assignments and meet deadlines.

" Desired Skills:

" Public sector employment or internship experience.

" Possession and maintenance of CompTIA A+ certification.

" Possession and maintenance of Information Technology Infrastructure Library ITIL certification.

Additional Information

Candidate must pass a background check.

The City will conduct in-person interviews.

The City will not pay any travel or per diem costs.

These positions will work on-site in Sunnyvale 5 days a week, remote work is not an option.

This position is expected to be on a contract term for up to 900 hours.

Thanks & Regards,

Jayaraman

Email: (url removed)

Direct: (phone number removed)

Work: (phone number removed) Ext 105

Info Way Solutions LLC | 46520 Fremont Blvd, Suite 614 | Fremont, CA 94538

Info Way Solutions

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Client Support Specialist I