Hi Professionals,
Hope you are doing good
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
Kindly check the JD and share your views
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