IT Client Support Specialist 2

Working independently or under the guidance of a Lead Specialist or Supervisor, you'll troubleshoot, analyze, track, and resolve hardware and software issues across Windows desktop platforms, Microsoft Active Directory, Office 365, Microsoft Teams, VoIP phones, desktops, laptops and tablets, printers/MFPs, cabling, imaging, workstation configuration and deployment, and mobile devices. You'll partner closely with the lead Specialist, the DOT IS team, central OIT, and external service providers to apply proven techniques for diagnosing desktop, network, printer, and peripheral problems, leveraging remote access tools and becoming fluent in delivery expectations.

With strong customer service and clear, diplomatic communication, you will engage users to identify root causes, ensure fulfillment, keep the AMHS IT incident system timely and accurate, escalate complex cases appropriately, and help maintain systems documentation and inventory.

Our organization, mission, and culture:

The State of Alaska Department of Transportation and Public Facilities' mission is to Keep Alaska Moving. We are working toward a modern, adaptable, flexible transportation system that will be resilient as we tackle our challenges. We believe collaboration, communication, and coordination increase our ability to succeed. Creating teams that are focused on results, working together, and leveraging resources across our department, with community and private sector partnerships, increases our ability to accomplish our mission and serve Alaskans.

The benefits of joining our team:

Joining the Alaska Department of Transportation & Public Facilities (DOT&PF) offers an array of benefits, with career growth opportunities at the forefront. As an integral part of Alaska's infrastructure development and maintenance, DOT&PF provides employees with a dynamic and diverse work environment where they can continually enhance their skills and climb the career ladder. The department values professional development, offering training programs and mentorship opportunities to help individuals expand their expertise and advance in their chosen fields. With the vast and unique challenges of Alaska's geography and climate, employees can work on groundbreaking projects that contribute to the state's growth, making the DOT&PF an ideal choice for those seeking a fulfilling and evolving career in transportation and public facilities.

The State of Alaska has a generous benefits package. Please see here for more information: https://doa.alaska.gov/dop/workplace/benefits/.

The DOT&PF core values are integrity, excellence, and respect. We support an environment focused on teamwork and collaboration to achieve results. We succeed in achieving our transportation mission through building credibility with our customers, stakeholders, and the public. A successful candidate will have sound judgment, decision-making, and a strong ethical and professional conduct history.

The working environment you can expect:

This position may be filled in Ketchikan or Juneau depending on the selected candidate's preferred location. Once hired and trained, and with supervisor approval, this position is appropriate for part-time in-state teleworking.

Working at the Alaska Department of Transportation and Public Facilities (DOT&PF) offers a uniquely challenging and rewarding environment. With Alaska's diverse and expansive terrain, coupled with its extreme weather conditions, employees of the DOT&PF can work in various locations, including remote locations and urban centers, addressing a wide range of transportation needs. Their roles demand adaptability and resourcefulness as they maintain and improve roads, bridges, airports, ports, and public facilities in a state known for rugged terrain and extreme seasonal changes. This work not only presents professionals with a range of fascinating challenges but also allows them to contribute to developing and maintaining critical infrastructure against the backdrop of Alaska's breathtaking natural beauty, reflecting a strong commitment to safety and environmental responsibility, Please ensure your application (through work history, training, education, licenses, certifications, etc.) To be successful in this position, the selected applicant will possess the following core competencies:

• 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.
• 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., At time of interview, applicants are requested to submit (if not already attached to your application):
• Three (3) professional references, one of which should be from a former or current supervisor, including name, job title, and current phone numbers.
• Two most recent performance evaluations. If recent performance evaluations are unavailable, please provide two professional letters of reference.

Do you have a valid Driver's License license?, Do you have experience in System security?, We are interested in candidates who possess some or all of the following position specific competencies:

• Self-Management: Sets well-defined and realistic personal goals; displays a high level of initiative, effort, and commitment towards completing assignments in a timely manner; works with minimal supervision; is motivated to achieve; demonstrates responsible behavior.

• Hardware: Knowledge of specifications, uses, and types of computer or computer-related equipment.

• Technology Application: Uses machines, tools, instruments, or equipment effectively; uses computers and computer applications to analyze and communicate information in the appropriate format.

To view the general description and example of duties for positions please go to the following link: https://www.governmentjobs.com/careers/Alaska/classspecs

Special Note:

• Valid Driver's License is required.
• The incumbent will need a Transportation Worker´s Identification Card (TWIC), which requires a background check in order to work in restricted areas on the ferries. After conditional job offer, the background check will be performed and will be paid for by the department., 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 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., 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., Education completed in foreign colleges or universities 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 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.

Pulled from the full job description

• AD&D insurance
• Health insurance
• Retirement plan
• Vision insurance
• Dental insurance
• Flexible spending account
• Life insurance, The following information describes typical benefits available to employees of the State of Alaska. Actual benefits received may differ by bargaining unit or branch of government, position type, or be prorated for other than full time work.

For a quick breakdown of the insurance, health, and retirement benefits available for State Employees you can view an orientation video from Division of Retirement and Benefits. (Please note this video is specifically designed for new State Employees.)

Insurance Benefits

• Health insurance, which includes employer contributions toward medical/vision/dental

• The following employee groups are under AlaskaCare Benefits administered by the State: See https://drb.alaska.gov/help/plans.html for additional information. o AVTEC o Confidential o Correctional Officers o Marine Engineers o Mt. Edgecumbe Teachers o Supervisory o Unlicensed Vessel Personnel/Inland Boatman's Union o Exempt employees (not covered by collective bargaining)

• The following employee groups are covered by Union health trusts. Contact the appropriate Union for additional information. o General Government o Labor, Trades and Crafts o Public Safety Employees Association o Masters, Mates & Pilots

• Employer paid Basic Life insurance with additional coverage available (amount depends on Bargaining Unit)

Optional Insurance Benefits

• Group-based insurance premiums for

• Term life (employee, spouse or qualified same sex partner, and dependents)
• Long-term and short-term disability
• Accidental Death and Dismemberment
• Long-term care (self and eligible family members)
• Supplemental Survivor Benefits

• Employee-funded flexible spending accounts for tax savings on eligible health care or dependent care expenses

Retirement Benefits

• Membership in the Public Employees Retirement System (PERS)/Teachers' Retirement System (TRS)
• Matching employer contribution into a defined contribution program (new employees)
• Employer contribution into a defined benefit or defined contribution program (current employees)
• Contributions to the Alaska Supplemental Annuity Plan in lieu of contributions to Social Security
• Option to enroll in the Alaska Deferred Compensation Program
• Note: The Defined Contribution Plan, Supplemental Annuity Plan and Deferred Compensation Program offer a variety of investment options

Careers with the State of Alaska offer MANY benefits