IT Client Support Specialist 3

This position is located in Anchorage. However, this position may be relocated within Alaska with necessary approvals where infrastructure allows. 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 Anchorage at the Department of Labor and Workforce Development building at 3301 Eagle Street, Suite 201, Anchorage, AK 99503. The building offers free parking and easy access to restaurants, retail shops, and a 15-acre park with grassy fields and paved walking paths.

This position requires some travel within the State. The position will require CJIS compliance in the future., * A list of three (3) professional references, one of which should be your most recent supervisor, including name, job title, employer, and current phone number(s). This does not need to be provided at the time of the interview if the information has been provided as part of your online application.

• A copy of your last two (2) performance evaluations, or two (2) letters of reference if evaluations are unavailable.
• Copies of transcripts, if education is being used to meet minimum qualifications.

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.

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., 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., 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., 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 must be attached at the time of application or submitted to the contact information below prior to the close of recruitment. If you’re unable to attach to your application, email it to the contact provided in the job posting. If email is not an option, please call the contact person to obtain a fax number., 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, Starting salary is dependent on qualifications and experience, State of Alaska policy, Location, and Collective Bargaining Agreement(s)., 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