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IT Support
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Direct Client: City of Sunnyvale
Job Title: IT Support
Location: Sunnyvale, CA
Duration: 5+ Months
Position Type: Contract to Hire
Interview Type: In-Person Interview Only
Requirement ID: SCA_HD629_RK
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 promptly, 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 resolving 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 promptly.
  • Provides solutions to frequently occurring problems, documents this in the ITSM knowledgebase, and 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 promptly 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.
  • 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 most expediently.
  • 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).
  • Provides City-wide information technology training standards; develops, coordinates and conducts new employee orientations regarding the City's software applications, use of client devices and 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.
  • Assists with the development, coordination and scheduling of in-house technical training, device and/or system user training, new user training, and assists with the preparation and onducting of demonstrations and training of new systems (applications or devices).
  • Assists 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 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 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.&

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