IT Client Support Specialist 4 (PCN 25N23014)

State of Alaska•Anchorage or Juneau, AK

3d•Hybrid

About The Position

The Department of Transportation and Public Facilities (DOT&PF), Program Management and Administration is seeking an IT Client Support Specialist 4. This is a full-time, long-term, nonpermanent position that accrues personal leave, includes 11 paid holidays, and offers health insurance and other benefits. The incumbent will provide technology support services primarily for the Alaska Marine Highway System (AMHS) and collaborate with other IT professionals to deliver customer service and technical support for a wide range of technology services across the AMHS vessel fleet and terminals. Responsibilities include troubleshooting, analyzing, tracking, and resolving hardware and software problems using a ticketing system to ensure service delivery. This encompasses support for Windows Desktop Platforms, Microsoft Active Directory, Microsoft Azure, Microsoft Office 365, Endpoint Management Software & Solutions, Microsoft Teams, VoIP Phones, Network & Server Equipment, Microcomputers (PC, Laptop & Tablets), Printers/MFDs, Cabling, Imaging, Configuring & Deploying Workstations, Mobile Devices, and other technologies. Additionally, the position will manage user and computer objects in Active Directory and Group Policy, and may assist in maintaining, installing, and monitoring servers, routers, switches, and other server room equipment. This role also collaborates with other IT positions on intrusion remediation and adheres to security best practices.

Requirements

Training and progressive experience in installing new computers, printers, and other peripheral devices.
Loading and troubleshooting software and hardware systems.
Maintaining security software.
Configuring network settings for workstations.
Knowledge of the operation, management, and maintenance of network and telecommunication systems and linked systems and peripherals.
Formulating objectives and priorities; implementing plans consistent with the long-term interests of the organization in a global environment. Capitalizing on opportunities and managing risks.
Knowledge of systems life cycle management concepts used to plan, develop, implement, operate, and maintain information systems.
Effectively applying technical knowledge to solve a range of problems; developing technical solutions to new or highly complex problems that cannot be solved using existing methods or approaches; being sought out as an expert to provide advice or solutions in the technical area.
A valid Driver's License is required.
A valid Transportation Worker Identification Credential (TWIC) is required.

Nice To Haves

Adaptability: Adjusts planned work by gathering relevant information and applying critical thinking to address multiple demands and competing priorities in a changing environment.
Analytical Thinking/Problem Solving: Uses a logical, systematic, 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.
Creativity and Innovation: Develops new insights into situations; questions conventional approaches; encourages new ideas and innovations; designs and implements new or cutting-edge programs/processes.

Responsibilities

Troubleshooting, analyzing, tracking and resolving hardware and software problems in a ticketing system to ensure service delivery fulfillment.
Providing technology support services primarily for the Alaska Marine Highway System (AMHS).
Working in collaboration with other IT professionals to provide customer service and technical support for a broad range of technology services across the AMHS vessel fleet and terminals.
Managing user and computer objects in Active Directory and Group Policy.
Assisting in maintaining, installing & monitoring servers, routers, switches and other server room equipment.
Collaborating with other IT positions to assist with intrusion remediation, following security best practices.