3 Juneau (PCN 064863)

State of Alaska•Juneau, AK

2d•Onsite

About The Position

The Department of Family & Community Services is recruiting for an IT Client Support Specialist 1/2/3 in Juneau. This position provides a wide range of Information Technology (IT) support to the Department of Family and Community Services (DFCS) employees, including installing, maintaining, managing, independently troubleshooting, and problem-solving for all department IT network hardware and software issues. The IT/CS section of DFCS works collaboratively with Network Services (NS), Business Applications (BA), Project Management Office (PMO), and the Department Security Office (DSO) to ensure the department remains technologically operational and secure.

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.
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 1).
Competency in Information Assurance: Knowledge of methods and procedures to protect information systems and data by ensuring their availability, authentication, confidentiality, and integrity (for IT Client Support Specialist 2 & 3).
Competency in Technical Problem Solving: Troubleshoots, diagnoses, analyzes, and identifies system malfunctions to determine the source and cause of the problem (for IT Client Support Specialist 2 & 3).
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 (for IT Client Support Specialist 2).
Competency in Systems Integration: Knowledge of the principles, methods, and procedures for installing, integrating, and optimizing information systems components (for IT Client Support Specialist 3).
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 (for IT Client Support Specialist 3).

Nice To Haves

Competency in Interpersonal Skills: Shows understanding, friendliness, courtesy, tact, empathy, concern, and politeness to others; develops and maintains effective relationships with others; may include effectively dealing with individuals who are difficult, hostile, or distressed; relates well to people from varied backgrounds and different situations; is sensitive to cultural diversity, race, gender, disabilities, and other individual differences.
Competency in Technical Competence: 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.
Competency in Technical Documentation: Knowledge of procedures for developing technical and operational support documentation.