IT Client Support Specialist 3 (PCN 07-1732)

State of Alaska • Anchorage, AK

3d • Onsite

About The Position

This position is with the Department of Labor and Workforce Development, Division of Administrative Services, in Anchorage. The IT Client Support Specialist 3 will provide operational support for DOL's servers, infrastructure, networks, PCs, and hardware across 19 offices and diverse security zones. Responsibilities include providing end-user support through the DOL IT Helpdesk queue and MESD ticketing system, managing IT equipment, and resolving hardware, software, and network issues. The role also involves supporting a wide range of in-house and third-party applications. The department's mission is to provide efficient and effective administrative services in support of its programs, and this IT role will support most divisions within the department.

Requirements

• Knowledge of circuit boards, processors, chips, and computer hardware and software, including applications and programming.
• 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.
• Knowledge of procedures for developing technical and operational support documentation.
• 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.
• Knowledge of methods and procedures to protect information systems and data by ensuring their availability, authentication, confidentiality, and integrity.
• Knowledge of the principles, methods, and procedures for installing, integrating, and optimizing information systems components.
• Troubleshoots, diagnoses, analyzes, and identifies system malfunctions to determine the source and cause of the problem.
• 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.
• Possess a valid driver’s license.
• Must meet Alaska Residency Requirements.
• Must be able to achieve CJIS compliance in the future.

Nice To Haves

• If you enjoy a challenge and working in a collaborative environment where brainstorming is a daily exercise, this is the perfect position for you.

Responsibilities

• Provide operational support for DOL's extensive servers, infrastructure, networks, PCs, and hardware.
• Deliver top-tier end-user support through the DOL IT Helpdesk queue and MESD ticketing system.
• Manage IT equipment.
• Resolve a variety of hardware, software, and network issues.
• Support a wide range of in-house and third-party applications.
• Provide technical support to most divisions within the department.
• Perform incident response, problem solving, and system administration.
• Solve technical problems quickly.
• Provide exceptional customer service.
• Thoroughly document user issues and resolutions in the ticket management system.
• Provide remote support statewide on custom DOL applications.
• Install new computers, printers, and other peripheral devices.
• Load and troubleshoot software and hardware systems.
• Maintain security software.
• Configure network settings for workstations.

Benefits

• This position is in the General Government Unit (GGU) at a Range 18.
• The building offers free parking and easy access to restaurants, retail shops, and a 15-acre park with grassy fields and paved walking paths.
• Starting salary is dependent on qualifications and experience, State of Alaska policy, Location, and Collective Bargaining Agreement(s).

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed