IT Client Support Specialist 3

This position is being recruited in both Anchorage and Juneau; final location is based on the location of the selected candidate. The Department of Corrections, Division of Administration & Support, is recruiting for an IT Client Support Specialist 3 position. What You Will Be Doing: Client Support Specialists on the DOC Tier 2 helpdesk assist our Technicians with ticket escalations and daily workload. Tickets span a wide variety of issues, from software & hardware troubleshooting break/fix up to diagnosing network outages & planning projects. Specialists work on higher level projects and help maintain work standards for the team. Our Mission, Values, and Culture: The Division of Administrative Services / Information Technology Unit provides essential network security and server support to the line of business operations of the Department in support of its mission to provide secure confinement, reformative programs, and a process of supervised community integration to enhance the safety of our communities. Benefits of Joining Our Team: This Unit provides helpdesk support to Alaska's correctional system to ensure appropriate documentation and tracking of all persons placed under the department's custody/supervision. There are more than 5,000 offenders under the department of corrections custody and an additional 5,000+ that are under supervision as assigned by the Alaska Court System. The Working Environment You Can Expect: This position requires troubleshooting throughout the department and may require physical travel to Correctional Institutions and may work with or around incarcerated individuals. The incumbent's office is centrally located in Anchorage or Juneau. Who We Are Looking For: We are interested in candidates who possess some or all of the following position specific competencies, 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. 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., 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., Travel within the state to troubleshoot computer and possible network related issues to both Institutions and Probation Offices. LEGAL EMPLOYMENT The State's online recruitment system, Workplace Alaska, requires applicants to certify that they have a legal right to accept employment in the United States. It is the responsibility of the employee to maintain the appropriate documentation to accept or continue legal employment. The State of Alaska does not function in the role as an employer sponsor., The Department of Corrections follows and maintains federal and state requirements standards including, but not limited to, Prison Rape Elimination Act (PREA) standards which apply to all public and private institutions that house adult or juvenile offenders. PREA standards preclude the department from hiring or promoting anyone who has engaged in, or been convicted of any conduct which would violate PREA standards related to sexual assault including:

• Sexual abuse in a prison, jail, lockup, community confinement facility, juvenile facility, or other institution;

• Convicted of engaging or attempting to engage in sexual activity in the community facilitated by force, overt or implied threats of force, or coercion, or if the victim did not consent or was unable to consent or refuse; or

• Has been civilly or administratively adjudicated to have engaged in the activity described above.

Do you have experience in Systems integration?, * Operating Systems: Knowledge of computer network, desktop, and mainframe operating systems and their applications.

• Oral and Written 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 and written presentations; listens to others, attends to nonverbal cues, and responds appropriately
• Technical Problem Solving: Troubleshoots, diagnoses, analyzes, and identifies system malfunctions to determine the source and cause of the problem., If post-secondary education is required to meet the minimum qualifications, you must fill in the Education section of the application. If you have not obtained a degree, please indicate the number of units completed. Copies of transcripts are required to verify educational credentials if used to meet the minimum qualifications for a position. Transcripts can be attached at the time of application or provided at the time of interview, at the discretion of the hiring manager., Education completed in foreign colleges or universities may be used to meet the minimum qualifications listed above. If utilizing this education, you must show that the education credentials have been submitted to a private organization that specializes in the 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. post-secondary institution 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 post-secondary institution. It is your responsibility to provide such evidence when applying., All Department of Corrections employees are required to be fingerprinted. The successful candidate must pass a criminal history check.

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