Customer support specialist Jobs in Hayward, CA

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 :

Knowledge Skills & Abilities :

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