Client Support Specialist I

Job Description

Description

The final filing date is Wednesday, September 30, 2026 by 5:00 pm or after receiving 100 qualified applications, whichever is first.

The City of Sunnyvale is currently recruiting for a Client Support Specialist I within the Information Technology Department's Infrastructure Services Division. Are you ready to take your technology and customer service skills to a new level? Ready to be part of a service-oriented IT team in a fast-paced environment, supporting a wide variety of technologies and customers? We're looking for a motivated and customer-focused individual who is interested in developing their technical skills while helping deliver technology services across the City. In this position, you will serve 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.

Work Schedule: The 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.
Future Salary Increases

• 4% increase effective July 2027

Benefits:

• Eligible for overtime pay
• Retiree medical benefit
• California Public Employees' Retirement System (CalPERS) Pension
• 11 paid Holidays
• 30 hours* of Floating Holidays (*Prorated based on date of hire)
• Paid Time Off (PTO) accruals
• Generous medical contribution towards medical, dental, and vision
• Potential hybrid schedule after 6-month period
• Onsite gym
• Employee wellness programs

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.

DISTINGUISHING CHARACTERISTICS

Client Support Specialist I is the entry-level classification for this job series. Initially, incumbents perform assigned duties under general supervision, while learning related standards, policies and procedures. Client Support Specialist I is distinguished from Client Support Specialist II by the performance of less than the full range of duties assigned to the Client Support Specialist II. As experience is gained, there is a greater independence of action within established guidelines.

Client Support Specialist II is the next level classification in the series. Incumbents are expected to independently perform the full scope of duties associated with incident and problem resolution for end-user device or system issues, conference and training room technology, system access or security issues, peripheral, network communication systems, business knowledge of how systems and devices are used and tier two customer support. Client Support Specialist II is distinguished from the higher-level classification of Senior Client Support Specialist in that the Senior Client Support Specialist is the advanced journey level in the series responsible for more complex client support and implementations. Positions in this class are flexibly staffed and are normally filled by advancement from the Client Support Specialist I. Incumbents are not automatically promoted to the higher level; the needs of the department determine the level of assignment.
Click here to view the full job description for Client Support Specialist I/II


Essential Job Functions

(May include, but are not limited to, the following):

CLIENT SUPPORT SPECIALIST I :

• 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).
  

WORKING CONDITIONS

Position requires prolonged sitting, standing, walking, reaching, twisting, bending, kneeling, crawling, squatting and stooping in the performance of daily activities. The position also requires repetitive hand movement and fine motor coordination in performing computer installation and repair and preparing reports using a computer keyboard. Additionally, the position requires both near and far vision when repairing and installing computers and/or when reading written reports and work-related documents. Additionally, color vision is required to accurately interpret visual displays and voice and data wiring color code standards. The nature of the work and assignment requires the ability to climb ladders and work in small spaces. Acute hearing is required when communicating by telephone and in person. The need to lift, drag and push equipment and materials weighing up to 50 pounds is also required. Some of these requirements may be accommodated for otherwise qualified individuals requiring and requesting such accommodation.

Minimum Qualifications

Client Support Specialist I:

Education and Experience:

The minimum qualifications for education and experience can be met in one of the following ways:

• 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.
  

Client Support Specialist I:

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.
  

Willingness to:

• 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.

Licenses/Certificates:

• 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.

DESIRABLE QUALIFICATIONS:

• 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

Application and Selection Process

APPLICATION INSTRUCTIONS & PROCESS

The application submitted must meet the minimum qualifications listed in the job description in order to move forward in the recruitment process with the City of Sunnyvale. The information provided in the Work Experience, Education, and Certificates/Licenses sections of the application will be used to determine if the application meets the minimum qualifications. A resume, employment history provided elsewhere in the application, or other attachments will not be accepted in lieu of the completed application.

Note: The minimum qualifications for experience are based on full-time experience (40 hours per week). Experience included in the Work Experience section of the application is calculated to the full-time equivalent (hours are pro-rated if less than 40 hours/week). Volunteer experience is not considered qualifying experience.

If you are interested in this opportunity, please submit a City of Sunnyvale employment application and responses to the supplemental questions to the Department of Human Resources. Interested candidates are encouraged to apply as soon as possible as the posting will close after receiving 100 qualified and complete applications or by Wednesday, September 30, 2026 by 5:00pm, whichever is first.

Candidates are asked to fully describe any training, education, experience, or skills relevant to this position. Electronic applications may be submitted online through the City's employment page at Sunnyvale.ca.gov and click on JOBS. Late or incomplete applications will not be accepted.

EXAM PROCESS

Applications will be competitively screened based on the minimum qualifications of this position.Based upon a review of the application materials, the most qualified candidates will be invited to participate in the oral examination process scheduled for Tuesday, October 20, 2026 . The oral exam will take place onsite in-person, please plan accordingly. (Note: The examination process may be changed as deemed necessary by the Director of Human Resources.)

SELECTION PROCESS

Those candidates that receive a passing score on the examination will be placed on an eligibility list for up to one year, in accordance with the City's Civil Service Rules and Administrative Policies. Top candidates on the eligibility list will be invited to participate in an in-person selection interview with the hiring department scheduled for October 28-29, 2026. Selection interviews will take place onsite in-person, please plan accordingly.

Any candidate that is selected by the hiring department will be required to successfully complete a pre-employment process, which may consist of a background history check, as well as a medical exam(s) administered by a City selected physician(s) before hire. Prior to starting work, all newly-hired employees will be fingerprinted to check conviction history. A conviction history will not necessarily disqualify an applicant from appointment; however, failure to disclose conviction history will result in refusal of employment or termination. Positions which are covered by the Department of Transportation regulations are required to submit to a pre-employment drug test and to random drug and alcohol testing.

INFORMATION ABOUT PROOF OF EDUCATION

Any successful candidate, selected by the hiring department will be required to submit proof of education (i.e. original copy of the diploma or college/university transcripts). A candidate with education obtained outside the United States must have education records evaluated by a credential evaluation service at the candidate's expense to determine its equivalency in the United States. Candidates may utilize any third-party agency for the evaluation. If you search ‘education equivalency verification’ or similar online, you will obtain results for agencies that provide this evaluation service.

ADDITIONAL INFORMATION

Summary of Sunnyvale's Employees Association - SEA

For assistance on how to fill out your job application, watch the following video:

• How to Apply for a City of Sunnyvale Job - YouTube (5:13)

The information contained within this announcement may be modified or revoked without notice and does not constitute either an expressed or implied contract.

The City of Sunnyvale is an equal opportunity employer. Applicants for all job openings will be considered without regard to age, race, color, religion, sex, national origin, sexual orientation, disability, veteran status, or any other consideration made unlawful under any federal, state, or local laws. The City of Sunnyvale is committed to offering reasonable accommodations to job applicants with disabilities. If you need assistance or an accommodation due to a disability, please contact us at (408) 730-7490 or recruitments@sunnyvale.ca.gov .

Summary of Sunnyvale's Employees AssociationSEA

Notice of CFRA (California Family Rights Act) Rights and Obligations

Closing Date/Time: 9/30/2026 5:00 PM Pacific