IT Client Support Specialist 1/2 PCN 030334

Job Description

This position is open to Alaskan Residents only.Please check out the residency definition to determine if you qualify.
This position is currently located in Anchorage.
The position may be in Anchorage, Fairbanks, and Juneau depending upon the location of the most qualified candidate.

What You Will Be Doing

Provide tier 2 technical support to Department of Law employees by responding to helpdesk requests related to computer hardware, software, and network connectivity. Troubleshoot and resolve issues with desktop and laptop systems, printers, mobile devices, operating systems, and common business applications. Install, configure, and maintain user workstations and peripheral equipment while ensuring systems meet state security and configuration standards. Document incidents, service requests, and resolutions in the IT ticketing system and escalate complex issues to higher-level technical staff when necessary. Assist with equipment deployment, and routine system maintenance to ensure reliable IT services for agency staff.

Mission and Culture

This position is within the Administrative Services Division, which provides core administrative services essential to the day-to-day operation of the Department of Law. The Division is made up of fiscal, budget, procurement, human resources, and information technology staff. These services enable the Department to achieve its mission to prosecute crime and provide legal services to state government for the protection and benefit of Alaska's citizens

Benefits of Joining Our Team

The Administrative Services Division provides a flexible, supportive, and collaborative work environment that promotes a healthy work-life balance. The Helpdesk team includes staff at multiple technical levels, creating opportunities for mentorship, skill development, and career advancement. This position may be eligible for part-time telework following the successful completion of the probationary period.

The Working Environment You Can Expect

We are offering this opportunity in any of our core office locations: Anchorage, Juneau, or Fairbanks. Each office is in the heart of downtown, close to cafés, restaurants, walking trails, and local shops. Convenient parking is available near all three locations.

Our staff are friendly, professional, and welcoming. In this role, Technician 1/2 will frequently collaborate with members across the department and provide support based on LAW Helpdesk needs

We are looking for a candidate that possesses the following position-specific competencies

We are interested in candidates who possess some or all of the following position specific competencies:

• Teamwork: Encourages and facilitates cooperation, pride, trust, and group identity; fosters commitment and team spirit; works with others to achieve goals.
• Technical Competence: Uses knowledge that is acquired through formal training or extensive on-the-job experience to perform one's job; works with, understands, and evaluates technical information related to the job; advises others on technical issues.
• Accountability: Accepts responsibility for actions and decisions; ensures timely completion of work; complies with established rules, procedures, and control systems

Minimum Qualifications

Competency-Based Minimum Qualifications Instructions This job class uses competency-based minimum qualifications. Please ensure your application(through work history, volunteer experience (duties summary), training, education, licenses, certifications, etc.) supports how you have gained the knowledge, skills, abilities, and behaviors (competencies) and that you possess the minimum required competencies for the job class.

Competency Description
The competency description(s) listed below have been designed to promote a common understanding of the essential elements of the job class. They highlight the more general and customary knowledge, skills, abilities (KSAs), tasks, and behaviors used to describe the competency. They typically list expectations instead of specific tasks and are to be used only as parameters and guidelines. A competency’s description is not intended to exclusively define every KSA, task, and behavior needed to meet the competency successfully but rather to provide the manager/agency with a broad reference of options as to how an applicant can meet the job expectation.

Please ensure your application (through work history, training, education, licenses, certifications, etc.) supports/demonstrates you possess the minimum required competencies for the job class.

IT Client Support Specialist 1 Minimum Qualifications (Range 14)
Any combination of education and/or experience that provides the applicant with competencies in

• Analytical Thinking/Problem Solving: Uses a logical, systematic, and sequential approach to address problems or opportunities or manage a situation by drawing on one’s knowledge and experience base and calling on other references and resources as necessary.
• Customer Service: Works with clients and customers (that is, any individuals who use or receive the services or products that your work unit produces, including the general public, individuals who work in the agency, other agencies, or organizations outside State government) to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations; knows about available products and services; is committed to providing quality products and services.
• Oral Communication: Expresses information (for example, ideas or facts) to individuals or groups effectively, taking into account the audience and nature of the information (for example, technical, sensitive, controversial); makes clear and convincing oral presentations; listens to others, attends to nonverbal cues, and responds appropriately.
• Reading: Understands and interprets written material, including technical material, rules, regulations, instructions, reports, charts, graphs, or tables; applies what is learned from written material to specific situations.

Equivalent to those typically gained by:
Training or experience that developed customer relation skills, knowledge of a variety of desktop applications, and/or knowledge of networking concepts.

IT Client Support Specialist 2 Minimum Qualifications (Range 16)
Any combination of education and/or experience that provides the applicant with competencies in

• Analytical Thinking/Problem Solving: Uses a logical, systematic, and sequential approach to address problems or opportunities or manage a situation by drawing on one’s knowledge and experience base and calling on other references and resources as necessary.
• Customer Service: Works with clients and customers (that is, any individuals who use or receive the services or products that your work unit produces, including the general public, individuals who work in the agency, other agencies, or organizations outside State government) to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations; knows about available products and services; is committed to providing quality products and services.
• Information Assurance: Knowledge of methods and procedures to protect information systems and data by ensuring their availability, authentication, confidentiality, and integrity.
• Technical Problem Solving: Troubleshoots, diagnoses, analyzes, and identifies system malfunctions to determine the source and cause of the problem.

Equivalent to those typically gained by:
Training or experience in some combination of providing customer service response, diagnosis, resolution, and/or escalation of end-user issues with information technology hardware and applications; installing new computers, printers, and other peripheral devices; and/or loading and troubleshooting software and hardware systems, maintaining security software, and configuring network settings for workstations.

Additional Required Information

If selected for an interview, the applicant must provide the following:

• Three (3) professional references and current contact numbers, including two (2) current or former supervisors
• Copies of your two (2) most recent employment performance evaluations if available; you may substitute with letters of recommendation if evaluations are not available.
• A copy of academic transcripts (unofficial are okay, please ensure that the institution name/URL is listed on the transcripts) to verify education, if using to meet minimum qualification

Please read the information below carefully. This applies to your application submission.

SUPPLEMENTAL QUESTIONS

For your application to be evaluated, you must answer the Supplemental Questions.

The State of Alaska uses four proficiency levels to measure and describe an applicant’s level of competence in applying certain behaviors, knowledge, skills, and abilities to accomplish a specific task. The four proficiency levels are Mastery, Fluency, Literacy, and Discovery. You must rate your proficiency level for each competency listed in the supplemental questions.

FLEXIBLY STAFFED
This position is flexibly staffed. This vacancy may be filled at either the 1 or 2 levels, depending on the applicant's training and/or experience. The full range of salaries is listed above. Starting salary will be determined by the level of the position. If filled at a lower level, promotion to the higher level will only occur upon successful completion of the probationary period and required training, and the applicant meets the minimum qualifications of the higher job class, and final approval by the supervisor. It is recommended and encouraged that you apply for any level for which you qualify.

EDUCATION
To verify education is being used to meet and/or support the required minimum qualifications/competencies, you must fill in the Education section of the application. If you have not obtained a degree, please indicate the number of units completed. Copies of transcripts are required to verify educational credentials used to meet or support the minimum qualifications/competencies for a position and are required with each application. (Unofficial is okay; please ensure the institution/URL name is listed on the transcripts.) Transcripts can be attached at the time of application or provided at the time of interview; if not, transcripts will be required before employment.

SPECIAL INSTRUCTIONS FOR FOREIGN EDUCATION
If education is completed in a foreign college or university, it may be used to meet the above requirements, if applicable. If utilizing this education, you must show that the education credentials have been submitted to a private organization that specializes in the interpretation of foreign educational credentials and that such education has been deemed to be at least equivalent to that gained in conventional U.S. education programs or an accredited U.S. state university reports the other institution as one whose transcript is given full value, or full value is given in subject areas applicable to the curricula at the state university. It is your responsibility to provide such evidence when applying. The omission of the required documentation listed will result in an incomplete application, and you will not receive further consideration.

WORK EXPERIENCE
When using work experience not already documented in your application, please provide the employer's name, your job title, employment dates, and whether you were working full-time or part-time. Applications will be reviewed to determine if the responses are supported and if minimum qualifications are met. Work experience needed to meet the minimum qualifications must be documented in the application. If the application does not support minimum qualifications, the applicant may not advance to the interview and selection phase of the recruitment. A resume will not be used to determine that minimum qualifications have been met for the position you are applying for.

If you have currently or previously been appointed to a flexibly staffed position, please ensure your work experience within a flexibly staffed position indicates the actual dates employed at each level. Ensure your time and any subsequent flex promotion(s) are documented as a separate position. This is required as minimum qualifications require experience at a particular level, in which the lower level may not be considered. If this information is not accurately reflected in your application, this may cause the processing of your application for consideration to be delayed.

NOTE: Attaching a resume or curriculum vitae is not an alternative to filling out the application. Noting "see resume or CV" or any similar response on any portion of your application may lead to a determination your application is incomplete and removal from consideration for this job posting.

The State of Alaska does not provide VISA Employer sponsorships.

MULTIPLE LOCATIONS:The location of this position is currently in Anchorage. The position may be located in Anchorage, Fairbanks or Juneau, depending upon the location of the most qualified candidate. Please select the location(s) you are willing to be considered for.
MULTIPLE VACANCIES
This recruitment may be used for more than one (1) vacancy. The applicant pool acquired during this recruitment may be used for future vacancies for up to ninety (90) days after this recruitment closes. Interested applicants are encouraged to apply to each recruitment notice to ensure consideration for all vacancies.

APPLICATION NOTICE
You can ONLY apply for this position through the Workplace Alaska website or via hardcopy application. If you accessed this recruitment bulletin through a job search portal such as AlaskaJobs or any other database, you MUST use a Workplace Alaska online or hardcopy application to apply successfully. Instructions on how to apply with Workplace Alaska may be found on the Workplace Alaska "How to Apply" webpage, found here: http://doa.alaska.gov/dop/workplace/help/.

NOTICE
Questions regarding the application process can be directed to the Workplace Alaska hotline at 800-587-0430 (toll-free) or (907) 465- 4095. If you choose to be contacted by email, please ensure your email address is correct on your application and that the spam filter will permit email from the 'governmentjobs.com' domains. For information on allowing emails from the 'governmentjobs.com' domains, visit the Lost Password Help page at https://www.governmentjobs.com/OnlineApplication/User/ResetPassword.

EEO STATEMENT
The State of Alaska complies with Title I of the Americans with Disabilities Act (ADA). Individuals with disabilities who require accommodation, auxiliary aides or services, or alternative communication formats, please call 1-800-587-4095 in Juneau or TTY: Alaska Relay 711 or 1-800-770-8973 or correspond with the Division of Personnel & Labor Relations at P.O. Box 110201, Juneau, AK 99811-0201. The State of Alaska is an equal opportunity employer.

WORKPLACE ALASKA APPLICATION QUESTIONS & ASSISTANCE
Questions regarding application submission or system operation errors should be directed to the Workplace Alaska hotline at 1-800-587-0430 (toll-free) or (907) 465-4095 if you are in the Juneau area. Requests for information may also be emailed to recruitment.services@alaska.gov.

For applicant password assistance, please visit https://www.governmentjobs.com/OnlineApplication/User/ResetPassword.

Contact Information

For specific information about this position, please contact the hiring manager at the following:

Jessica Villacorta
IT Client Support Specialist 4
(907) 269-6368
jessica.villacorta@alaska.gov

Careers with the State of Alaska offer MANY benefits
The following information describes typical benefits available to employees of the State of Alaska. Actual benefits received may differ by bargaining unit or branch of government, position type, or be prorated for other than full time work.

For a quick breakdown of the insurance, health, and retirement benefits available for State Employees you can view an orientation video from Division of Retirement and Benefits. (Please note this video is specifically designed for new State Employees.)

Insurance Benefits

• Health insurance, which includes employer contributions toward medical/vision/dental
  • The following employee groups are under AlaskaCare Benefits administered by the State: See https://drb.alaska.gov/help/plans.html for additional information.
    • AVTEC
    • Confidential
    • Correctional Officers
    • Marine Engineers
    • Mt. Edgecumbe Teachers
    • Supervisory
    • Unlicensed Vessel Personnel/Inland Boatman's Union
    • Exempt employees (not covered by collective bargaining)
  • The following employee groups are covered by Union health trusts. Contact the appropriate Union for additional information.
    • General Government
    • Labor, Trades and Crafts
    • Public Safety Employees Association
    • Masters, Mates & Pilots
• Employer paid Basic Life insurance with additional coverage available (amount depends on Bargaining Unit)

Optional Insurance Benefits

• Group-based insurance premiums for
  • Term life (employee, spouse or qualified same sex partner, and dependents)
  • Long-term and short-term disability
  • Accidental Death and Dismemberment
  • Long-term care (self and eligible family members)
  • Supplemental Survivor Benefits
• Employee-funded flexible spending accounts for tax savings on eligible health care or dependent care expenses

Retirement Benefits

• Membership in the Public Employees Retirement System (PERS)/Teachers' Retirement System (TRS)
• Matching employer contribution into a defined contribution program (new employees)
• Employer contribution into a defined benefit or defined contribution program (current employees)
• Contributions to the Alaska Supplemental Annuity Plan in lieu of contributions to Social Security
• Option to enroll in the Alaska Deferred Compensation Program
• Note: The Defined Contribution Plan, Supplemental Annuity Plan and Deferred Compensation Program offer a variety of investment options

See https://drb.alaska.gov/retiree/ for additional information
Paid Leave & Other Benefits

• Personal leave with an accrual rate increase based on time served
• Twelve (12) paid holidays a year

01 Please rate your level of proficiency in Analytical Thinking/Problem Solving: Uses a logical, systematic, and sequential approach to address problems or opportunities or manage a situation by drawing on one’s knowledge and experience base and calling on other references and resources as necessary.

• Mastery: Able to successfully apply all relevant concepts, procedures, and practices of the subject area. I have successfully performed all relevant concepts, procedures, and practices and facilitate knowledge transfer to others.
• Fluency: Able to successfully apply all relevant concepts, procedures, and practices of the subject area. I have successfully performed the concepts, procedures, and practices independently.
• Literacy: Ability to communicate all relevant concepts, procedures, and practices of the subject area. I have limited application or practice.
• Discovery: Awareness of basic/fundamental concepts, procedures, and practices of the subject area.
• None of the above.

02 Please rate your level of proficiency in Customer Service: Works with clients and customers (that is, any individuals who use or receive the services or products that your work unit produces, including the general public, individuals who work in the agency, other agencies, or organizations outside State government) to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations; knows about available products and services; is committed to providing quality products and services.

• Mastery: Able to successfully apply all relevant concepts, procedures, and practices of the subject area. I have successfully performed all relevant concepts, procedures, and practices and facilitate knowledge transfer to others.
• Fluency: Able to successfully apply all relevant concepts, procedures, and practices of the subject area. I have successfully performed the concepts, procedures, and practices independently.
• Literacy: Ability to communicate all relevant concepts, procedures, and practices of the subject area. I have limited application or practice.
• Discovery: Awareness of basic/fundamental concepts, procedures, and practices of the subject area.
• None of the above.

03 Please rate your level of proficiency in Oral Communication: Expresses information (for example, ideas or facts) to individuals or groups effectively, taking into account the audience and nature of the information (for example, technical, sensitive, controversial); makes clear and convincing oral presentations; listens to others, attends to nonverbal cues, and responds appropriately.

• Mastery: Able to successfully apply all relevant concepts, procedures, and practices of the subject area. I have successfully performed all relevant concepts, procedures, and practices and facilitate knowledge transfer to others.
• Fluency: Able to successfully apply all relevant concepts, procedures, and practices of the subject area. I have successfully performed the concepts, procedures, and practices independently.
• Literacy: Ability to communicate all relevant concepts, procedures, and practices of the subject area. I have limited application or practice.
• Discovery: Awareness of basic/fundamental concepts, procedures, and practices of the subject area.
• None of the above

04 Please rate your level of proficiency in reading: Understands and interprets written material, including technical material, rules, regulations, instructions, reports, charts, graphs, or tables; applies what is learned from written material to specific situations.

• Mastery: Able to successfully apply all relevant concepts, procedures, and practices of the subject area. I have successfully performed all relevant concepts, procedures, and practices and facilitate knowledge transfer to others.
• Fluency: Able to successfully apply all relevant concepts, procedures, and practices of the subject area. I have successfully performed the concepts, procedures, and practices independently.
• Literacy: Ability to communicate all relevant concepts, procedures, and practices of the subject area. I have limited application or practice.
• Discovery: Awareness of basic/fundamental concepts, procedures, and practices of the subject area.
• None of the above

05 Please rate your level of proficiency in Information Assurance: Knowledge of methods and procedures to protect information systems and data by ensuring their availability, authentication, confidentiality, and integrity.

• Mastery: Able to successfully apply all relevant concepts, procedures, and practices of the subject area. I have successfully performed all relevant concepts, procedures, and practices and facilitate knowledge transfer to others.
• Fluency: Able to successfully apply all relevant concepts, procedures, and practices of the subject area. I have successfully performed the concepts, procedures, and practices independently.
• Literacy: Ability to communicate all relevant concepts, procedures, and practices of the subject area. I have limited application or practice.
• Discovery: Awareness of basic/fundamental concepts, procedures, and practices of the subject area.
• None of the above

06 Please rate your level of proficiency in Technical Problem Solving: Troubleshoots, diagnoses, analyzes, and identifies system malfunctions to determine the source and cause of the problem.

• Mastery: Able to successfully apply all relevant concepts, procedures, and practices of the subject area. I have successfully performed all relevant concepts, procedures, and practices and facilitate knowledge transfer to others.
• Fluency: Able to successfully apply all relevant concepts, procedures, and practices of the subject area. I have successfully performed the concepts, procedures, and practices independently.
• Literacy: Ability to communicate all relevant concepts, procedures, and practices of the subject area. I have limited application or practice.
• Discovery: Awareness of basic/fundamental concepts, procedures, and practices of the subject area.
• None of the above

07 Please rate your level of proficiency in Teamwork: Encourages and facilitates cooperation, pride, trust, and group identity; fosters commitment and team spirit; works with others to achieve goals.

• Mastery: Able to successfully apply all relevant concepts, procedures, and practices of the subject area. I have successfully performed all relevant concepts, procedures, and practices and facilitate knowledge transfer to others.
• Fluency: Able to successfully apply all relevant concepts, procedures, and practices of the subject area. I have successfully performed the concepts, procedures, and practices independently.
• Literacy: Ability to communicate all relevant concepts, procedures, and practices of the subject area. I have limited application or practice.
• Discovery: Awareness of basic/fundamental concepts, procedures, and practices of the subject area.
• None of the above.

08 Please rate your level of proficiency in Technical Competence: Uses knowledge that is acquired through formal training or extensive on-the-job experience to perform one's job; works with, understands, and evaluates technical information related to the job; advises others on technical issues.

• Mastery: Able to successfully apply all relevant concepts, procedures, and practices of the subject area. I have successfully performed all relevant concepts, procedures, and practices and facilitate knowledge transfer to others.
• Fluency: Able to successfully apply all relevant concepts, procedures, and practices of the subject area. I have successfully performed the concepts, procedures, and practices independently.
• Literacy: Ability to communicate all relevant concepts, procedures, and practices of the subject area. I have limited application or practice.
• Discovery: Awareness of basic/fundamental concepts, procedures, and practices of the subject area.
• None of the above.

09 Please rate your level of proficiency in Accountability: Accepts responsibility for actions and decisions; ensures timely completion of work; complies with established rules, procedures, and control systems

• Mastery: Able to successfully apply all relevant concepts, procedures, and practices of the subject area. I have successfully performed all relevant concepts, procedures, and practices and facilitate knowledge transfer to others.
• Fluency: Able to successfully apply all relevant concepts, procedures, and practices of the subject area. I have successfully performed the concepts, procedures, and practices independently.
• Literacy: Ability to communicate all relevant concepts, procedures, and practices of the subject area. I have limited application or practice.
• Discovery: Awareness of basic/fundamental concepts, procedures, and practices of the subject area.
• None of the above

10 This position is being recruited for in Anchorage, Fairbanks and Juneau. Please indicate which location you wish to be considered for.

• Anchorage
• Fairbanks
• Juneau

Required Question