Client Support Specialist I

City of Sunnyvale•Sunnyvale, CA

7d•Hybrid

About The Position

The City of Sunnyvale is currently recruiting for a Client Support Specialist I within the Information Technology Department's Infrastructure Services Division. This position serves as a first point of contact for City staff, assisting with technology-related questions and issues and helping ensure employees have the tools and support they need to effectively serve the community. The ideal candidate will demonstrate strong customer service and communication skills, an interest in technology, a willingness to learn, and the ability to effectively manage and prioritize multiple support needs. Under direction, the Client Support Specialist provides technical support to City staff in person, online, and over the telephone; troubleshoots and resolves hardware, software, desktop, mobile device, and other technology-related issues; installs, configures, and supports computers and peripheral equipment; creates and maintains knowledge base articles and technical documentation; assists with asset management and technology inventory; sets up and supports technology for City Council, Planning Commission, and other meetings; provides secondary support for mobile devices; coordinates with other IT teams to resolve more complex technical issues; and performs related duties as assigned. This position is eligible for Telework, up to 1 day per week, after a 6-month mandatory onsite work schedule. The Telework schedule is subject to approval from the department head as permitted by City policy and practice. Under general direction of a Principal Client Support Specialist or Information Technology Manager, provides ongoing technical and operational support and customer service assistance in the use of client devices (e.g. desktop computers, laptops, tablets, Smart Phones, etc.), network communications, peripheral equipment and the City’s applications and communications systems to include installation, repair, remote, onsite and phone support and training. Assigned to the Information Technology Department Service Desk call center function as Tier I and II support and is the primary contact for end-user support incidents or requests, receiving incoming calls for service and service requests via in person, telephone, user portal, e-mail, or other electronic communication systems. Client Support Specialists I/II analyze reported problems and service requests, assist users through verbal instructions or a variety of technology systems; requests and incidents received are logged into the ITSM (IT Service Management) system and may be routed to subject matter experts; triage incoming requests to ensure timely resolution and correct ticket routing. This position is also responsible for training and technical support to users; closely coordinating and working with system owners, users, and project teams; executes the Information Technology Strategic Plan; and performing related work as required.

Requirements

A Technology Certificate from an accredited college or trade school in information technology, computer and information research science, computer engineering, computer information systems, network architecture, network and computer systems administration, telecommunications administrations, electronic engineering technology, technology project management or related field AND one year of experience in computer systems support, desktop/user support, general information technology support, telecommunications support or networking support; OR
An Associate’s degree or completion of 60 semester or 90 quarter units at an accredited college or university in, systems administration, network systems administration, electronics technology, business information systems, computer science, information technology or related field; OR
A Bachelor’s degree or completion of 120 semester or 180 quarter units from an accredited college or university with concentration in computer science, computer engineering, electronics technology, information technology or related field; OR
CompTIA A+ certification AND one year of experience in computer systems support, desktop/user support, general information technology support, telecommunications support or networking support.
Knowledge of: 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.
Ability to: Communicate effectively, both orally and in writing; translate between technical and non-technical 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.
Provide emergency response to reduce downtime, correct errors or monitor vendor activity surrounding critical system failures, off-hours scheduled maintenance downtime or work on call on a scheduled and as needed basis.
Provide services in different geographical locations throughout the City as requested by users or needed.
Possession and continued maintenance of a valid class C California driver's license and a safe driving record, or the ability to provide alternate transportation which is approved by the appointing authority.

Nice To Haves

Public sector employment or internship experience.
Possession and maintenance of CompTIA A+ certification.
Possession and maintenance of Information Technology Infrastructure Library ITIL certification.
Possession and maintenance of one or more of the following: Microsoft Certifications or equivalent.
Microsoft 365 Certified: Modern Desktop Administrator Associate
Microsoft 365 Certified: Messaging Administrator Associate
Microsoft 365 Certified: Teamwork Administrator Associate
Microsoft 365 Certified: Security Administrator Associate
Microsoft 365 Certified: Teams Administrator Associate
Microsoft 365 Certified: Developer Associate
Microsoft Certified: Azure AI Engineer Associate
Microsoft Certified: Azure Administrator Associate
Microsoft Certified: Azure Developer Associate
Microsoft Certified: Azure Security Engineer Associate
Microsoft Certified: Data Analyst Associate
Microsoft Certified: Azure Data Scientist Associate
Microsoft Certified: Azure Data Engineer Associate
Microsoft Certified: Azure Database Administrator Associate

Responsibilities

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, Smart Phones, 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).