Client Support Specialist I

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.
• ssists 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.
• nswers, 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
• ssignment of incidents to resolve problems in the most expedient manner.
• ssists 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
• nd 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.
• ssists with the development, coordination and scheduling of in-house technical training, device
• nd/or system user training, new user training, and assists with the preparation and conducting of
• demonstrations and training of new systems (applications or devices).
• ssists 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
• nd 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.
• pplicable 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.
• pplicable 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
• ppropriate staff.
• Learn complex principles, practices, techniques and regulations pertaining to assigned duties.
• nalyze 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
• nd/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
• nd operating systems commonly used on desktop computers and networked systems. Client
• device (e.g., desktop, laptop, tablet, SmartPhone) hardware, operating systems, common office
• utomation applications and desktop applications.
• Computer peripherals such as printers, copiers, multi-function devices (MFDs), scanners, plotters,
• nd 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)
• nd 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)
• nd 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
• nd procedures.
• Effectively organize, prioritize and complete complex work assignments in an expedient and
• customer service orientation.
• pply complex principles, practices, techniques and regulations pertaining to assigned duties.
• nalyze cybersecurity issues and remediate in a timely manner as instructed.
• ssist 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.
• ct as a team leader when necessary.
• ssist 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
• nd/or comply with technological or regulatory changes as appropriate.
• Exercise independent judgment and initiative to identify problems, analyze situations accurately,
• nd 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: jayaraman@infowaygroup.com
Direct: (925)-241-5719
Work: (925)-592-6160 Ext 105
Info Way Solutions LLC | 46520 Fremont Blvd, Suite 614 | Fremont, CA - 94538