IT Client Support Specialist 3

Job Description

This position is open to Alaska residents only. Please check our residency definition to determine if you qualify.

What you will be doing

Are you ready to take on a pivotal role in a dynamic, 24/7/365 environment? Do you want to put your excellent interpersonal communication skills to use? Do you understand that when people do not have access to their systems, it could cause major disruptions for Alaskans?

Under the guidance of the Facilities Manager, you'll lead the Juneau Data Center Operations team, ensuring seamless monitoring, continuity, and operation of our facility. In this role, you'll have the opportunity to build a cohesive team and establish clear expectations with each member.

As the Training and Technical Lead for the OIT 24x7 Support and Datacenter Operations Team, you'll be at the forefront of overseeing technical equipment, applications, and staff training. Your expertise will be crucial in providing operator support across various functional areas, including output coordination, workload supervision, availability oversight, event handling, media administration, service governance, and facilities supervision.

In addition to your technical responsibilities, you'll act as a mentor and escalation point for your team, fostering a collaborative and customer-focused environment. You'll work closely with various entities within the State of Alaska, ensuring top-notch service and support.

If you're passionate about technology and leadership, and thrive in a dynamic, round-the-clock setting, this is the perfect opportunity for you.

Our organization, mission, and culture

The Office of Information Technology Mission: One government, empowered by innovative technical collaboration.

We meet this through our goals: Reduce Complexity, Improve Efficiency, and Encourage Creativity in order to provide better government services to all Alaskans.

The benefits of joining our team

Our team is dynamic and highly cohesive, partnering to share knowledge with a focus on new skills development, and a willingness to support each other. Our mission is to provide and maintain the highest quality of customer service for both internal and public customers who utilize SOA computing and public resources.

The state of Alaska offers a diverse training platform in many areas in support of your career goals, and a team dedicated to developing training plans to help you meet your career goals.

The state of Alaska offers a competitive salary, a solid benefit package that includes retirement plans (with employer contributions), health insurance for medical/dental/vision (with employer contributions), and group-based insurance benefits such as term life, short/long-term disability, pet insurance, and much more. Click on the Benefits tab of this posting to learn more.

The working environment you can expect

This position will be stationed at 333 Willoughby State Office Building 5th floor Datacenter Operations Center in Juneau. Centrally located near shops and dining options and close to the waterfront.

State of Alaska employees have free parking in the parking garage of the State Office Building and specific parking lots in the area.

Who we are looking for

We are interested in candidates who possess some or all of the following position specific competencies:

• 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.
• Written 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 and written presentations; listens to others, attends to nonverbal cues, and responds appropriately
• Teaching others - helps others learn through formal or informal methods; identifies training needs; provides constructive feedback; coaches others on how to perform tasks; acts as a mentor.