IT Client Support Specialist 1/2 (PCN 030334)

State of Alaska; Juneau (AK); On-site; USD 60,000 - 85,000; Full time

Job summary

State of Alaska in Juneau seeks an IT Client Support Specialist 1/2 to provide Tier 2 help desk support and resolve technical issues for staff. You will set up workstations, manage devices, and ensure security standards are met, while documenting requests in the IT ticketing system.

The role offers opportunities to assist with deployments, software updates, and routine maintenance, delivering friendly, professional, and responsive service in a collaborative environment.

Qualifications

• Analytical Thinking/Problem Solving: uses a logical, systematic approach to address problems.
• Customer Service: work with clients to assess needs and resolve issues.
• Oral Communication: clear, effective verbal communication with audiences.
• Reading: interpret technical material and apply to tasks.

Responsibilities

• Provide Tier 2 help desk support and troubleshooting for staff.
• Diagnose and resolve issues with computers, software, printers, and mobile devices.
• Set up and maintain workstations and peripheral equipment.
• Document service requests and solutions in the ticketing system.

Skills

Analytical Thinking/Problem Solving

Customer Service

Oral Communication

Reading Comprehension

Job description

IT Client Support Specialist 1/2 (Juneau)

Come join the State of Alaska!

This job class uses Competency Based minimum qualifications. Please read the Competency Based MQ instructions below to learn more.

This position is open to Alaska Residents only

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.

Working Environment

We are offering this opportunity in Juneau. The office is in the heart of downtown, close to cafés, restaurants, walking trails, and local shops.

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.

Who We Are Looking For

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.

Minimum Qualifications

IT Client Support Specialist 1 Minimum

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 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 to individuals or groups effectively, taking into account the audience and nature of the information; 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

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 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.

Application Materials for Interview (Required)

• 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.

Supporting Information

At the time of the interview, please ensure that you provide the following materials: (materials listed in the previous section).

EEO Statement

The State of Alaska is an equal opportunity employer.

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.

Contact Information

For specific information in reference to the position please contact the hiring manager:
Jessica Villacorta, IT Client Support Specialist 4
Phone: 907‑269‑6368
Email: [e-mail]