IT Client Support Specialist 2 (PCN 25N23069)

State of Alaska•Juneau or Ketchikan, AK

8d•Hybrid

About The Position

This position provides technological support services primarily for the AK Marine Highway System (AMHS) within the Department of Transportation & Public Facilities (DOT&PF). Working independently or under the guidance of a Lead Specialist or Supervisor, you’ll troubleshoot, analyze, track, and resolve hardware and software issues across Windows desktop platforms, Microsoft Active Directory, Office 365, Microsoft Teams, VoIP phones, desktops, laptops and tablets, printers/MFPs, cabling, imaging, workstation configuration and deployment, and mobile devices. You’ll partner closely with the lead Specialist, the DOT IS team, central OIT, and external service providers to apply proven techniques for diagnosing desktop, network, printer, and peripheral problems, leveraging remote access tools and becoming fluent in delivery expectations. With strong customer service and clear, diplomatic communication, you will engage users to identify root causes, ensure fulfillment, keep the AMHS IT incident system timely and accurate, escalate complex cases appropriately, and help maintain systems documentation and inventory.

Requirements

Competency Based minimum qualifications (MQs)
Self-Management: Sets well-defined and realistic personal goals; displays a high level of initiative, effort, and commitment towards completing assignments in a timely manner; works with minimal supervision; is motivated to achieve; demonstrates responsible behavior.
Hardware: Knowledge of specifications, uses, and types of computer or computer-related equipment.
Technology Application: Uses machines, tools, instruments, or equipment effectively; uses computers and computer applications to analyze and communicate information in the appropriate format.
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 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.
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.
Valid Driver's License is required.
Transportation Worker´s Identification Card (TWIC), which requires a background check in order to work in restricted areas on the ferries.

Responsibilities

Troubleshoot, analyze, track, and resolve hardware and software issues across Windows desktop platforms, Microsoft Active Directory, Office 365, Microsoft Teams, VoIP phones, desktops, laptops and tablets, printers/MFPs, cabling, imaging, workstation configuration and deployment, and mobile devices.
Partner closely with the lead Specialist, the DOT IS team, central OIT, and external service providers to apply proven techniques for diagnosing desktop, network, printer, and peripheral problems, leveraging remote access tools and becoming fluent in delivery expectations.
Engage users to identify root causes, ensure fulfillment, keep the AMHS IT incident system timely and accurate, escalate complex cases appropriately, and help maintain systems documentation and inventory.