SERVICE DESK TECHNICIAN (Information Center Consultant I) Range 14 / NON

Holland America-Princess (Holland America Dawson City Inn); Anchorage (AK); On-site; USD 55,000 - 76,000; Full time

Job summary

Municipality of Anchorage Information Technology seeks a Service Desk Analyst to handle IT incidents and service requests received by phone, email, web or in person. You will document, triage, and resolve or escalate issues to ITD resources as needed.

The role requires guiding customers on hardware/software use, troubleshooting, and maintaining desktop configurations. A relevant degree with experience and the ability to obtain CJIS clearance within 30 days are expected.

Qualifications

• High school diploma, GED, or equivalent.
• Five (5) years of MIS experience working with clients on resolving computer problems and/or configuring hardware, software and network facilities.
• Associate’s degree in Computer Science or related field with 3 years MIS experience.
• Bachelor’s degree in Computer Science or related field with 1 year MIS experience.
• A valid State of Alaska Driver’s License with satisfactory driving record at time of hire.
• CJIS background check within 30 days of hire.

Responsibilities

• This position processes IT incidents and service requests via telephone, email, web, and in person, documenting, triaging, and resolving or escalating as needed.
• Provides technical advice, guidance and informal training to customers using hardware and software.
• Troubleshoots and restores service by analyzing, identifying, and diagnosing faults and symptoms; configures and maintains desktop software/hardware.

Skills

MIS experience 5+ years

MIS experience 3+ years

MIS experience 1+ year

Education

Associate’s degree in Computer Science, or related field

Bachelor’s degree in Computer Science, or related field

Job description

Job Information

Open to the general public and any current Municipal employee.

This is a non-represented position (no union affiliation) and is subject to the provisions of the Personnel Rules of the Municipality of Anchorage.

DEPARTMENT

: Information Technology

HOURS OF WORK

: Monday through Friday, 8:00am to 5:00pm

LOCATION

: City Hall - 632 W 6th Ave, 4th Floor

Employees who are hired or rehired to any position shall be placed at the entrance pay step, and advancement from the entrance step to the maximum step within a pay grade shall be by successive steps.

To be considered for employment, applicants must be legally authorized to work and accept employment in the United States. The Municipality of Anchorage is not able to provide any type of sponsorship, including Student Visas and Employment Visas, under any circumstances.

Example of Duties

This position is responsible for processing Information Technology incidents and service requests received via telephone, email, web, and in-person. Requests are documented, triaged, and either resolved at the Service Desk or escalated to another ITD resource as necessary. Provides technical advice, guidance and informal training to customers using hardware and software programs.

Troubleshoots and restores service by analyzing, identifying, and diagnosing faults and symptoms using established processes and procedures. Configures, installs, monitors, and maintains desktop software and hardware. Supports mobile workforce. Works in a team setting, sharing information and assisting others with calls. Perform other duties as assigned.

Minimum Qualifications / Substitutions / Preferences

• High school diploma, GED, or equivalent

  and

  five

  (5)

  years of technical/professional MIS experience, working with clients on the resolution of computer problems and/or the configuration of hardware, software, and network facilities.

• Associate’s degree in Computer Science, or related field,

  and

  three

  (3)

  years of technical/professional MIS experience, working with clients on the resolution of computer problems and/or the configuration of hardware, software, and network facilities.

• Bachelor’s degree in Computer Science, or related field,

  and

  one

  (1)

  year of technical/professional MIS experience, working with clients on the resolution of computer problems and/or the configuration of hardware, software, and network facilities.

• A valid State of Alaska Driver’s License with satisfactory driving record

  at time of hire.

• Satisfactory Criminal Justice Information System (CJIS) background check

  within 30 days of hire.

Additional Important Information

The Municipality of Anchorage participates in the U.S. Department of Homeland Security E-verify Program. For more information, please go to

http://www.uscis.gov/E-verify

.

E-Verify is a registered trademark of the U.S. Department of Homeland Security.

If selected for hire, the appointment in this position will be conditional based upon a satisfactory Municipal Employment Office conducted Background Check. A Background Check encompasses criminal history, verifying education, and verifying dates of employment.

If selected for hire, appointment in this position requires Criminal Justice Information System (CJIS) security clearance and access within thirty (30) days of hire. If the individual selected for this position fails to obtain these clearances and accesses within thirty (30) days of hire, he/she will be terminated.

If selected for hire, appointment in this position will be conditional based upon the submission of a current copy of the applicant's Alaska Driver's License, and a current (dated within 30 days from date requested) copy of his/her Department of Motor Vehicle driving record, including a driving record from previous states, if the Alaska Driver's License was first issued within one year prior to application, documenting an acceptable driving history. The processing fee(s) are the responsibility of the selected applicant.

For information on acceptable driving history, please refer to the

MOA Driving Conviction Guidelines.

All required certifications and/or licenses must remain current for the duration of employment.

Military Service Interview Preference

Veterans who wish to be considered for interview preference, as permitted in Municipal Personnel Rules 3.30.031 D, must attach to the application a copy of their DD Form 214, DD Form 256, NGB Form 22, or a letter from the US Department of Veterans Affairs, recognizing the person as a veteran. The attached documentation must show an honorable discharge or general (under honorable conditions) discharge. The minimum qualifications of the position must be met for preference consideration.

Individuals currently serving as a member in good standing in the National Guard or the organized military reserves who wish to be considered for interview preference, as permitted in Municipal Personnel Rules 3.30.031 D, must attach proof of current service to the application. Proof of current service can be shown by submission of a statement of service which, at a minimum, shows the full name, date of birth, Social Security Number, date service began, branch of service, rank, name of command providing the information, and unit of assignment.The statement of service must be on a form or letterhead of the individual’s command organization, and shows the name, signature, title, and contact information of the signer providing the statement of service. The minimum qualifications of the position must be met for preference consideration.

The Municipality of Anchorage is an Employer of National Service.Please be sure to include any volunteer work with AmeriCorps, Peace Corps, or other national service programs on your application in the work history portion.

The MOA is an EO and AA Employer and complies with Title I of the ADA.

For information regarding requests for reasonable accommodations related to employment under the Americans with Disabilities Act, please contact the Municipality of Anchorage ADA Coordinator at 907-343-4571.