IT Client Support Specialist 3

Labor & Workforce Development; Juneau (AK); On-site; USD 52,000 - 76,000; Full time

Job summary

Labor & Workforce Development in Juneau, AK is seeking an IT Client Support Specialist 3 to join our Administrative Services Division. You will support a wide range of IT systems, including servers, networks, desktops, and security controls, and serve as the front line for end-user assistance through the DOL IT Helpdesk and MESD ticketing system.

This role emphasizes strong customer service, technical problem solving, and meticulous documentation.

Qualifications

• Customer service and client support experience.
• Knowledge of information security and data protection.
• Ability to troubleshoot hardware, software, and network issues.

Responsibilities

• Provide operational support for servers, infrastructure, networks, PCs and hardware.
• Manage IT equipment and support tickets.
• Provide end-user support via the IT Helpdesk and MESD ticketing system.
• Support applications and in-house/third-party software.

Skills

Customer Service

Information Assurance

Systems Integration

Technical Problem Solving

Job description

Job Description

ATTENTION ALASKA RESIDENTS!

The Department of Labor and Workforce Development, Division of Administrative Services, is recruiting for an

IT Client Support Specialist 3 located in Juneau!

No Cover Letter Required!

This position is in the General Government Unit (GGU) at a Range 18.

What You Will Be Doing

Join our elite team as one of four technical support specialists reporting to the Department of Labor and Workforce Development's Administrative Services Division. You'll be at the forefront of providing operational support for DOL's extensive servers, infrastructure, networks, PCs, and hardware, spanning 19 offices and diverse security zones. Dive into exciting challenges, delivering top-tier end-user support through the DOL IT Helpdesk queue and MESD ticketing system, managing IT equipment, and resolving a variety of hardware, software, and network issues while supporting a wide range of in-house and third-party applications.

Our Mission, Values, and Culture

The Department of Labor and Workforce Development is a dynamic department with diverse divisions. The Administrative Services Division contributes to the department's mission by providing efficient and effective administrative services in support of the department's programs. The IT Client Support Specialist 3 will provide technical support to most divisions within the department.

Benefits of Joining Our Team

This is an exciting position with varied responsibilities, including incident response, problem solving and system administration. The incumbent must demonstrate the ability to solve technical problems quickly, provide exceptional customer service, thoroughly document user issues and resolutions in the ticket management system and provide remote support statewide on custom DOL applications. If you enjoy a challenge and working in a collaborative environment where brainstorming is a daily exercise, this is the perfect position for you.

The Working Environment You Can Expect

We offer a dynamic team comprised of highly motivated, dedicated, forward-thinking individuals who strive to provide exceptional customer service and technical support to DOLWD staff. This position is located in Juneau at the Department of Labor and Workforce Development building at 1111 W. 8th Street, Juneau, AK 99811. The building offers free parking and easy access to restaurants, retail shops, and the Juneau Seawalk.

This position requires some travel within the State. The position will require Criminal Justice Information Services (CJIS) compliance in the future

Who We Are Looking For

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

Computers

: Knowledge of circuit boards, processors, chips, and computer hardware and software, including applications and programming.

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.

Technical Documentation

: Knowledge of procedures for developing technical and operational support documentation.

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

(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, 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.

Minimum Qualifications

Any combination of education and/or experience that provides the applicant with competencies 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.

Information Assurance

: Knowledge of methods and procedures to protect information systems and data by ensuring their availability, authentication, confidentiality, and integrity.

Systems Integration

: Knowledge of the principles, methods, and procedures for installing, integrating, and optimizing information systems components.

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 and experience in installing new computers, printers, and other peripheral devices; 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 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.

Additional Required Information

**

PLEASE READ THE FOLLOWING INSTRUCTIONS & INFORMATION CAREFULLY

**

THIS RECRUITMENT IS FOR ALASKA RESIDENTS ONLY

This recruitment is open to Alaska Residents only. Applicants must meet

Alaska Residency Requirements

in order to be considered for employment at this time.

SUPPLEMENTAL QUESTIONS

For your application to be evaluated you

must

answer the Supplemental Questions.

The State of Alaska (SOA) uses four levels of proficiency 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 will need to rate your proficiency level for each competency listed in the supplemental questions.

DRIVER’S LICENSE REQUIREMENT

Applicants must possess a valid driver’s license. Proof of licensure will be required prior to reporting to duty.

SPECIAL NOTICE

The successful candidates must pass a comprehensive background investigation, which includes a criminal history check.