IT Client Support Specialist 1-2 (PCN 068360)
About The Position
This Individual Position is Exempt from the Hiring Freeze. Qualified Applicants are Encouraged To Apply. Welcome to the Department of Health! We’d be delighted to have you join our team. If you envision yourself in this role and are ready to start an exciting career with us, apply today! This position is open to Alaskan Residents only. Please check out the residency definition to determine if you qualify. This position will be filled at either the 1 or 2 level, depending on the applicant's qualifications and job experience. It is recommended, and you are encouraged to apply at any/all levels for which you qualify. What You Will Be Doing: As the IT Client Support Specialist, you will be the go-to technology champion for our department. You will directly support a vibrant community of 1500 department customers and several additional contractors. In this role, you'll be responsible for answering HelpDesk calls, troubleshooting Customer issues both remotely and in-person, setting up new machines and taking down old machines; migrating customer profiles; troubleshooting new applications and hardware with customers; and working with accounting staff to check in new assets from Dell with Data Analytics, as well as participating in the annual Department Refresh deployment. Mission and Values/Culture: Your mission as a Client Support Specialist 1/2 will be to provide superior customer service to the great people of the Department of Health (DOH) who assist Alaskan citizens with benefits and services to support happy and healthy lives. You will work primarily as the first point of contact for all our IT groups, including but not limited to: Network Services, Business Applications, Project Management, Tech Office, and the Department Security Office. Your work will be critical to the DOH mission as you will help provide the IT infrastructure capability to manage services in a secure and HIPAA-compliant manner.
Requirements
- 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.
- 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.
Nice To Haves
- Information Systems/Network Security: Knowledge of methods, tools, and procedures, including development of information security plans, to prevent information systems vulnerabilities, and provide or restore security of information systems and network services.
- 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.
- Teamwork: Encourages and facilitates cooperation, pride, trust, and group identity; fosters commitment and team spirit; works with others to achieve goals.
Responsibilities
- Answering HelpDesk calls
- Troubleshooting Customer issues both remotely and in-person
- Setting up new machines and taking down old machines
- Migrating customer profiles
- Troubleshooting new applications and hardware with customers
- Working with accounting staff to check in new assets from Dell with Data Analytics
- Participating in the annual Department Refresh deployment
Benefits
- On-the-job training
- Structured and unstructured online training
- Traditional training courses
- Opportunity for career advancement through technical path
- Opportunity for career advancement through supervisory/management path
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
