Client Support Specialist

Job Description This position is open to Alaska Residents only. Please check our residency definition to determine if you qualify. 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 What you will be doing: 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. Our organization, mission, and culture: 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. The benefits of joining our team: 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. The working environment you can expect: The work this position conducts is located in the DEC Anchorage office, located Downtown Anchorage. The IT office hosts two IT staff with plenty of workspace and a great view of Anchorage. Occasional travel and visits to the Wasilla office are scheduled and required. We are looking for a candidate that has experience in the following areas: The Person we are looking for to fill this position will encapsulate the following desired competencies to contribute to the success of the DAS IT Support team: Customer/Quality Focus: Anticipates, monitors, and meets the needs of customers and responds to them in an effective, appropriate manner. Demonstrates commitment to identifying customers’ apparent and underlying needs and continually seeks to provide the highest quality service and product to all customers. 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. Computers: Knowledge of circuit boards, processors, chips, and computer hardware and software, including applications and programming Technical Documentation: Knowledge of procedures for developing technical and operational support documentation. Technical Problem Solving: Troubleshoots, diagnoses, analyzes, and identifies system malfunctions to determine the source and cause of the problem. Special Notice: A valid driver’s license is required The ability to pass a background investigation including fingerprinting will be conducted Minimum Qualifications Competency Based Minimum Qualifications Instructions This job class uses competency based minimum qualifications. Please ensure your application (through work history, volunteer experience (duties summary), training, education, licenses, certifications, etc.) supports how you have gained the knowledge, skills, abilities, and behaviors (competencies) and that you possess the minimum required competencies for the job class. Competency Description The competency description(s) listed below have been designed to promote a common understanding of the essential elements of the job class. They highlight the more general and customary knowledge, skills, abilities (KSAs), tasks, and behaviors used to describe the competency. They typically list expectations, as opposed to specific tasks, and are to be used only as parameters and guidelines. A competency’s description is not intended to exclusively define every KSA, task, and behavior needed to successfully meet the competency, but rather to provide the manager/agency with a broad reference of options as to how an applicant can meet the job expectation. IT Client Support Specialist 1 (Range 14): 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. Equivalent to those typically gained by: Training or experience that developed customer relation skills, knowledge of a variety of desktop applications, and/or knowledge of networking concepts. Special Note: “Competencies” means a combination of interrelated knowledge, skills, abilities and behaviors that enable a person to act effectively in a job or situation. “Typically gained by” means the prevalent, usual method of gaining the competencies expected for entry to the job. “Training” means the process of acquiring knowledge and skills through instruction. It includes instruction through formal and informal methods (such as classroom, on‑line, self‑study, and on‑the‑job), from accredited and unaccredited sources #J-18808-Ljbffr