IT Client Support Specialist 3 (PCN 20-1049)

State of Alaska • Anchorage or Juneau, AK

2d • Hybrid

About The Position

This position is 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 an IT Client Support Specialist 3 position. Client Support Specialists on the DOC Tier 2 helpdesk assist our Technicians with ticket escalations and daily workload. Tickets span a wide variety of issues, from software & hardware troubleshooting break/fix up to diagnosing network outages & planning projects. Specialists work on higher level projects and help maintain work standards for the team. 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. This Unit provides helpdesk 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 5,000 offenders under the department of corrections custody and an additional 5,000+ that are under supervision as assigned by the Alaska Court System.

Requirements

• Knowledge of computer network, desktop, and mainframe operating systems and their applications.
• 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 and written presentations; listens to others, attends to nonverbal cues, and responds appropriately.
• Troubleshoots, diagnoses, analyzes, and identifies system malfunctions to determine the source and cause of the problem.
• 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.
• 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.
• 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.

Responsibilities

• Assist Technicians with ticket escalations and daily workload.
• Troubleshoot a wide variety of issues, from software & hardware troubleshooting break/fix up to diagnosing network outages & planning projects.
• Work on higher level projects.
• Help maintain work standards for the team.
• Provide helpdesk support to Alaska's correctional system to ensure appropriate documentation and tracking of all persons placed under the department's custody/supervision.

What This Job Offers

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