IT Client Support Specialist 1/2 (PCN 030334)

State of Alaska•Juneau, AK

3d•Onsite

About The Position

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. 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. 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.

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.
For IT Client Support Specialist 1: 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 2: 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.
Competency in Information Assurance (for Specialist 2): Knowledge of methods and procedures to protect information systems and data by ensuring their availability, authentication, confidentiality, and integrity.
Competency in Technical Problem Solving (for Specialist 2): Troubleshoots, diagnoses, analyzes, and identifies system malfunctions to determine the source and cause of the problem.

Nice To Haves

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.

Responsibilities

Provide Tier 2 technical support by responding to help desk requests.
Help staff troubleshoot issues with computers, software, printers, mobile devices, network connectivity, and other IT equipment.
Work directly with employees to diagnose and resolve technical issues.
Set up and maintain workstations and peripheral equipment.
Ensure technology meets State security and configuration standards.
Document service requests and solutions in the IT ticketing system.
Work with higher-level technical staff when an issue requires additional support.
Assist with equipment deployments, replacements, software updates, and routine system maintenance.