IT Client Support Specialist 1/2 (PCNs 11-1362, 20-1010)

State of Alaska•Anchorage or Juneau, AK

21h•Hybrid

About The Position

These positions are 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 multiple IT Client Support Specialist 1/2 Specialist positions. Watch Alaska DOC's video here: DOC Extended Cut.mp4 (vimeo.com) What You Will Be Doing: Incumbents are to train and become familiar with the DOC helpdesk. This position learns how to configure and troubleshoot PCs in compliance with SOA and DOC IT Standards and evaluates and installed additional software/hardware as needed while learning about the DOC Environment. 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 Technical Services, line of business, 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 4,000 offenders under the department of corrections custody and an additional 5,000+ that are under field supervision as assigned by the Alaska Court System.

Requirements

Competency 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.
Competency in Customer Service: Works with clients and customers 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.
Competency in Oral Communication: Expresses information to individuals or groups effectively, taking into account the audience and nature of the information; makes clear and convincing oral presentations; listens to others, attends to nonverbal cues, and responds appropriately.
Competency in 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.
Training or experience that developed customer relation skills, knowledge of a variety of desktop applications, and/or knowledge of networking concepts (for IT Client Support Specialist 1).
Competency in Information Assurance: Knowledge of methods and procedures to protect information systems and data by ensuring their availability, authentication, confidentiality, and integrity (for IT Client Support Specialist 2).
Competency in Technical Problem Solving: Troubleshoots, diagnoses, analyzes, and identifies system malfunctions to determine the source and cause of the problem.
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 (for IT Client Support Specialist 2).
Must possess a valid driver's license.
Must pass and maintain a CJIS Background.
Must be fingerprinted and pass a criminal history check.

Responsibilities

Configure and troubleshoot PCs in compliance with SOA and DOC IT Standards.
Evaluate and install additional software/hardware as needed.
Train and become familiar with the DOC helpdesk.
Troubleshoot throughout the department.
Provide Technical Services and line of business support to Alaska's correctional system.