IT Client Support Specialist 1/2

Holland America-Princess (Holland America Dawson City Inn); Juneau (AK); On-site; USD 60,000 - 80,000; Full time

Job summary

The Alaska Department of Law, Division of Administrative Services, is seeking an IT Client Support Specialist 1/2 in Juneau to provide Tier 2 help desk support, diagnose issues with computers, software, printers, and network connectivity, and ensure security standards are met.

You will document requests in the ticketing system, assist with deployments, and collaborate with senior staff to resolve complex problems while delivering friendly, professional service to staff.

Qualifications

• Analytical thinking and problem-solving skills to assess and resolve issues.
• Strong customer service orientation to assist staff and users.
• Clear and effective oral communication for diverse audiences.
• Ability to read and interpret technical materials, policies, and procedures.

Responsibilities

• Provide Tier 2 technical support by responding to help desk requests.
• Troubleshoot issues with computers, software, printers, mobile devices, and network connectivity.
• Set up and maintain workstations and peripheral equipment.
• Document service requests in the IT ticketing system and coordinate with higher-level staff when needed.

Skills

Analytical Thinking/Problem Solving

Customer Service

Oral Communication

Reading

Job description

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 1/2

in 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, you’ll be part of a team that helps our employees stay productive, connected, and supported. In this role, you’ll 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.

You’ll 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. You’ll 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, you’ll 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 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 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 welcoming. In 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:

https://www.governmentjobs.com/careers/Alaska/classspecs

Minimum Qualifications

Competency Based Minimum Qualifications Instructions

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 competency’s 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.

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.

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 profession's principles, concepts, theories, and practices; and is performed with the power or right to decide or act according to one's 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 one’s knowledge and experience base and calling on other references and resources as necessary