IT Client Support Specialist 1/2

The Department of Law, Division of Administrative Services is recruiting for an IT Client Support Specialist 1/2 in Juneau! This position is open to Alaska Residents only. Please check our residency definition to determine if you qualify. What You Will Be Doing:

As an IT Client Support Specialist 1/2 with the Department of Law, you’ll be part of a team that helps our employees stay productive, connected, and supported. In this role, you’ll provide Tier 2 technical support by responding to help desk requests and helping staff troubleshoot issues with computers, software, printers, mobile devices, network connectivity, and other IT equipment.

You’ll work directly with employees to diagnose and resolve technical issues, set up and maintain workstations and peripheral equipment, and help ensure our technology meets State security and configuration standards. You’ll also document service requests and solutions in our IT ticketing system and work with higher-level technical staff when an issue requires additional support. This position also provides opportunities to assist with equipment deployments, replacements, software updates, and routine system maintenance. Most importantly, you’ll be a trusted resource for Department of Law staff providing friendly, professional, and responsive support while helping keep our technology reliable and secure

Mission and Values/Culture: This position is within the Administrative Services Division, which provides core administrative services essential to the day-to-day operation of the Department of Law. The Division is made up of fiscal, budget, procurement, human resources, and information technology staff. These services enable the Department to achieve its mission to prosecute crime and provide legal services to state government for the protection and benefit of Alaska’s citizens

Benefits of Joining Our Team: The Administrative Services Division provides a flexible, supportive, and collaborative work environment that promotes a healthy work-life balance. The Law Helpdesk team includes staff at multiple technical levels, creating opportunities for mentorship, skill development, and career advancement.

The Working Environment You Can Expect:

We are offering this opportunity in Juneau. The office is in the heart of downtown, close to cafés, restaurants, walking trails, and local shops. Our staff are friendly, professional, and welcoming. In this role, IT Client Support Specialist 1/2 will frequently collaborate with end-users across the department and provide Tier 2 support based on LAW Helpdesk needs.

Who We Are Looking For: We are interested in candidates who possess some or all of the following position specific competencies:

• Teamwork: Encourages and facilitates cooperation, pride, trust, and group identity; fosters commitment and team spirit; works with others to achieve goals.
• Applies Technology to Tasks: Selects and understands procedures, machines, or tools that will produce the desired results; identifies or solves problems in machines, computers, or other technologies as they are related to performing tasks.

To view the general description and example of duties for the position please go to the following link: https://www.governmentjobs.com/careers/Alaska/classspecs, At the time of the interview, please ensure that you provide the following materials:

• Three (3) professional references and current contact numbers, including two (2) current or former supervisors;
• Copies of your two (2) most recent employment performance evaluations if available; you may substitute with letters of recommendation if evaluations are not available.
• A copy of academic transcripts (unofficial are okay, please ensure that the institution name/URL is listed on the transcripts) to verify education, if using to meet minimum qualification., This position is flexibly staffed. This vacancy may be filled at either the 1 or 2 levels, depending on the applicant’s training and/or experience. The full range of salaries is listed above. Starting salary will be determined by the level of the position. If filled at a lower level, promotion to the higher level will only occur upon successful completion of the probationary period and required training, and the applicant meets the minimum qualifications of the higher job class, and final approval by the supervisor. It is recommended and encouraged that you apply for any level for which you qualify.

IT Client Support Specialist 1 Minimum Qualifications (Range 14) Any combination of education and/or experience that provides the applicant with competencies in

• 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.
• Oral 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 presentations; listens to others, attends to nonverbal cues, and responds appropriately.
• Reading: Understands and interprets written material, including technical material, rules, regulations, instructions, reports, charts, graphs, or tables; applies what is learned from written material to specific situations.

Equivalent to those typically gained by: Training or experience that developed customer relation skills, knowledge of a variety of desktop applications, and/or knowledge of networking concepts. 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.

IT Client Support Specialist 2 Minimum Qualifications (Range 16)

Any combination of education and/or experience that provides the applicant with competencies in

• 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.

Equivalent to those typically gained by: 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., If education is completed in a foreign college or university, it 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 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. 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. The omission of the required documentation listed will result in an incomplete application, and you will not receive further consideration.

WORK EXPERIENCE When using work experience not already documented in your application, please provide the employer’s name, your job title, employment dates, and whether you were working full-time or part-time. Applications will be reviewed to determine if the responses are supported and if minimum qualifications are met. Work experience needed to meet the minimum qualifications must be documented in the application. If the application does not support minimum qualifications, the applicant may not advance to the interview and selection phase of the recruitment. A resume will not be used to determine that minimum qualifications have been met for the position you are applying for.

If you have currently or previously been appointed to a flexibly staffed position, please ensure your work experience within a flexibly staffed position indicates the actual dates employed at each level. Ensure your time and any subsequent flex promotion(s) are documented as a separate position. This is required as minimum qualifications require experience at a particular level, in which the lower level may not be considered. If this information is not accurately reflected in your application, this may cause the processing of your application for consideration to be delayed.

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