IT Client Support Specialist 1/2 (PCN 187951)

State of Alaska • Anchorage, AK

1d • Onsite

About The Position

This position is open to Alaska Residents only. This position is being recruited for in Anchorage. Pay will be determined based on level of selected individual. IT Client Support Specialist 1 (Range 14) salary: $27.46 IT Client Support Specialist 2 (Range 16) salary: $31.54. Provide desktop and technical support for computer hardware, software, printers, mobile devices, and network connectivity to department employees. Install, configure, maintain, and troubleshoot computers, operating systems, user accounts, and a variety of business applications. Respond to customer requests through the IT Help Desk, diagnose technical issues, and deliver timely, professional customer service. Assist with technology projects such as computer deployments, office moves, equipment replacements, and software upgrades. Maintain IT inventory, create and update technical documentation, and continually expand your technical knowledge through training and hands-on experience. The mission of the Department of Environmental Conservation (DEC) is to conserve, improve and protect Alaska’s natural resources and environment to enhance the health, safety, economic and social well-being of Alaskans. We at DAS IT Support work closely with several divisions at DEC to help achieve our mission. The DAS IT Support section works as a team with OIT Telecom, Data Center, Strategy & Agency Services, and the State Security Office (SSO) to keep departments technologically operational and secure. The DAS IT Support team is vital to the Department of Environmental Conservation in the following ways: First line of triage and troubleshooting a variety of technical issues for departmental employees and contracted partners. Testing of new hardware, software, and system solutions to work in conjunction with a large variety of supported software applications. Assisting with overall hardware cost savings by performing a department-wide hardware refresh projects. Developing and maintaining images along with custom software configured and packaged for specific divisions according to the work they perform. Maintaining and troubleshooting file systems, servers, and other web services utilized by the Department. Documenting and maintaining solutions in our knowledge base and ticketing system.

Requirements

• Any combination of education and/or experience that provides the applicant with competencies 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.
• Customer Service: 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.
• Oral Communication: 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 presentations; listens to others, attends to nonverbal cues, and responds appropriately.
• 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.
• Any combination of education and/or experience that provides the applicant with competencies 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.
• Customer Service: 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.
• 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.
• A valid driver's license is required
• The ability to pass a background investigation including fingerprinting will be conducted

Nice To Haves

• Knowledge of circuit boards, processors, chips, and computer hardware and software, including applications and programming
• Knowledge of procedures for developing technical and operational support documentation.
• Troubleshoots, diagnoses, analyzes, and identifies system malfunctions to determine the source and cause of the problem.

Responsibilities

• Provide desktop and technical support for computer hardware, software, printers, mobile devices, and network connectivity to department employees.
• Install, configure, maintain, and troubleshoot computers, operating systems, user accounts, and a variety of business applications.
• Respond to customer requests through the IT Help Desk, diagnose technical issues, and deliver timely, professional customer service.
• Assist with technology projects such as computer deployments, office moves, equipment replacements, and software upgrades.
• Maintain IT inventory, create and update technical documentation, and continually expand your technical knowledge through training and hands-on experience.
• First line of triage and troubleshooting a variety of technical issues for departmental employees and contracted partners.
• Testing of new hardware, software, and system solutions to work in conjunction with a large variety of supported software applications.
• Assisting with overall hardware cost savings by performing a department-wide hardware refresh projects.
• Developing and maintaining images along with custom software configured and packaged for specific divisions according to the work they perform.
• Maintaining and troubleshooting file systems, servers, and other web services utilized by the Department.
• Documenting and maintaining solutions in our knowledge base and ticketing system.

Benefits

• This flexibly staffed position provides an excellent opportunity to begin or advance your IT career with a clear path for professional growth from IT Client Support Specialist 1 to 2 as you develop your knowledge and skills.
• You'll gain experience supporting a wide variety of technologies, participate in meaningful technology projects, and receive mentoring from experienced IT professionals.

What This Job Offers

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