Jada Systems Inc. is seeking an IT Client Support Specialist to work with the City of Sunnyvale. This position is on-site and entails supporting the city's IT infrastructure and maintaining customer networks. The contract term is for an initial 900 hours, with the possibility of full-time re-hire.

Education: Must have a relevant technical certification

Job Duties
Job duties include the following:

• 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 leveraging relevant technology infrastructure
• Assists with the resolution of technology problems reported by City staff and system users
• 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
• Completes service requests in a timely manner and provides support to end-users
• Provides technical support, including testing and equipment maintenance for in-person and virtual meetings in the City Council chambers.
• 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.
• Performs responsibilities according to the IT Department’s defined processes and procedures and Service Level Agreements (SLAs).
• Develops and maintains technical system FAQs and how-to documentation within the IT knowledge base, to include creating/publishing new articles.

Required Skills:

• Principles and practices of customer service
• Principles and practices of ITIL (IT Infrastructure Library).
• Familiarity with 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).
• Basic cybersecurity principles.
• Applicable security and data privacy practices and laws.

Optional Skills:

• Possession and maintenance of CompTIA A+ Certificate
• Possession and maintenance of Information Technology Infrastructure Library ITIL certification.

Job Types: Full-time, Temporary

Pay: $75,000.00 - $90,000.00 per year

Benefits:

• 401(k)
• Health insurance
• Paid time off

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Sunnyvale, CA 94086: Reliably commute or planning to relocate before starting work (Required)

Experience:

• IT support: 3 years (Required)
• Network support: 2 years (Preferred)

Work Location: One location

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