IT Client Support Specialist 3 (PCN 20-1049)

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: 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 appropriatelyTechnical Problem Solving: Troubleshoots, diagnoses, analyzes, and identifies system malfunctions to determine the source and cause of the problem.

EXAMPLE OF DUTIES Competency Based Minimum Qualifications InstructionsThis 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 DescriptionThe 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.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.

Do you have experience in Systems integration?