IT Client Support Specialist 12 (PCN 030334)
Job Location:
Juneau, AK - USA
Hourly Salary:
Posted:
Application Deadline:
Vacancies:
Job Summary
- Job Description
Come join the State of Alaska!
This job class uses Competency Based minimum qualifications (MQs). Please read the Competency Based MQ instructions below to learn more.The Department of Law Division of Administrative Services is recruiting for an IT Client Support Specialist 1/2in Juneau!This position is open to Alaska Residents only. Please check our residency definition to determine if you qualify.
What You Will Be Doing:As an IT Client Support Specialist 1/2 with the Department of Law youll be part of a team that helps our employees stay productive connected and this role youll provide Tier 2 technical support by responding to help desk requests and helping staff troubleshoot issues with computers software printers mobile devices network connectivity and other IT equipment.
Youll work directly with employees to diagnose and resolve technical issues set up and maintain workstations and peripheral equipment and help ensure our technology meets State security and configuration standards. Youll also document service requests and solutions in our IT ticketing system and work with higher-level technical staff when an issue requires additional support.
This position also provides opportunities to assist with equipment deployments replacements software updates and routine system maintenance. Most importantly youll be a trusted resource for Department of Law staff providing friendly professional and responsive support while helping keep our technology reliable and secure
Mission and Values/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 Alaskas 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 Law Helpdesk team includes staff at multiple technical levels creating opportunities for mentorship skill development and career advancement.
The Working Environment You Can Expect:We are offering this opportunity in Juneau. The office is in the heart of downtown close to cafés restaurants walking trails and local shops.
Our staff are friendly professional and this role IT Client Support Specialist 1/2 will frequently collaborate with end-users across the department and provide Tier 2 support based on LAW Helpdesk needs.
Who We Are Looking For:
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.
- Applies Technology to Tasks: Selects and understands procedures machines or tools that will produce the desired results; identifies or solves problems in machines computers or other technologies as they are related to performing tasks.
To view the general description and example of duties for the position please go to the following link: you can imagine yourself in this role we encourage you to apply!
This job class uses competency based minimum qualifications.Please ensure your application(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 as opposed to specific tasks and are to be used only as parameters and guidelines. A competencys description is not intended to exclusively define every KSA task and behavior needed to successfully meet the competency 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.
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 ones 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.
Special Note:
Competencies means a combination of interrelated knowledge skills abilities and behaviors that enable a person to act effectively in a job or situation.
Typically gained by means the prevalent usual method of gaining the competencies expected for entry into the job.
Training means the process of acquiring knowledge and skills through instruction. It includes instruction through formal and informal methods (such as classroom on-line self-study and on-the-job) from accredited and unaccredited sources and long-duration (such as a post-secondary degree) and short-duration (such as a seminar) programs.
Professional experience means work that is creative analytical evaluative and interpretive; requires a range and depth of specialized knowledge of the professions principles concepts theories and practices; and is performed with the power or right to decide or act according to ones own judgment.
Progressively responsible means indicating growth and/or advancement in complexity difficulty or level of responsibility.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 ones 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.
Special Note:
Competencies means a combination of interrelated knowledge skills abilities and behaviors that enable a person to act effectively in a job or situation.
Typically gained by means the prevalent usual method of gaining the competencies expected for entry into the job.
Training means the process of acquiring knowledge and skills through instruction. It includes instruction through formal and informal methods (such as classroom on-line self-study and on-the-job) from accredited and unaccredited sources and long-duration (such as a post-secondary degree) and short-duration (such as a seminar) programs.
Professional experience means work that is creative analytical evaluative and interpretive; requires a range and depth of specialized knowledge of the professions principles concepts theories and practices; and is performed with the power or right to decide or act according to ones own judgment.
Progressively responsible means indicating growth and/or advancement in complexity difficulty or level of responsibility.
At the time of the interview please ensure that you provide the following materials:
- 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.
SUPPLEMENTAL QUESTIONS
For your application to be evaluated you mustanswer 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 applicants 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.
BARGAINING UNIT
If you are acurrent state employee please mark the union you are a member of at the time of application.
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 employers 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 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: regarding the application process can be directed to the Workplace Alaska hotline at (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 domains.For information on allowing emails from the domains visit the Lost Password Help page at 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- in Juneau or TTY: Alaska Relay 711 or 1- 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- (toll-free) or if you are in the Juneau area. Requests for information may also be emailed to .
For applicant password assistance please visit be sure to check your junk folder for any messages that may be sent to you about this recruitment.
