Info Way Solutions
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
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