Client Support Specialist I / II

Title: Client Support Specialist I / II

Location: Sunnyvale CA

The client: City of Sunnyvale

Duration: 6months

Note: It is the onsite position from day one.

Job Description:

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.
  
  

Knowlege 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.
  
  

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.

Required:

Possession and continued maintenance of a valid class C California drivers license and a safe

driving record, or the ability to provide alternate transportation which is approved by the

appointing authority.

All proposed candidates must have a minimum of 12 years of experience in the field of networking. Must have hands-on experience with BGP, MPLS, OSPF, IS-IS routing protocols in a large environment. Must demonstrate deep understanding on virtualization, load balancing and hyperconverged infrastructure. DESIRABLE SKILLS/EXPERIENCE: Hands on experience in Cisco s ACI technology Additional experience in the field of load balancing. Good project management skills Ability to simultaneously work on multiple projects