IT Client Support Specialist 2

IT Client Support Specialist 2

The Department of Transportation and Public Facilities (DOT&PF), Program Management and Administration is looking for an IT Client Support Specialist 2 to help us Keep Alaska Moving!

Pay is based on the location of the selected applicant; salaries will be discussed at the time of the interview.

Ketchikan: $30.62/Hourly (OT Eligible)

Juneau: $32.15/Hourly (OT Eligible)

What You Will Be Doing:

This position provides technological support services primarily for the AK Marine Highway System (AMHS) within the Department of Transportation & Public Facilities (DOT&PF).

Working independently or under the guidance of a Lead Specialist or Supervisor, you'll troubleshoot, analyze, track, and resolve hardware and software issues across Windows desktop platforms, Microsoft Active Directory, Office 365, Microsoft Teams, VoIP phones, desktops, laptops and tablets, printers/MFPs, cabling, imaging, workstation configuration and deployment, and mobile devices. You'll partner closely with the lead Specialist, the DOT IS team, central OIT, and external service providers to apply proven techniques for diagnosing desktop, network, printer, and peripheral problems, leveraging remote access tools and becoming fluent in delivery expectations.

With strong customer service and clear, diplomatic communication, you will engage users to identify root causes, ensure fulfillment, keep the AMHS IT incident system timely and accurate, escalate complex cases appropriately, and help maintain systems documentation and inventory.

Our Organization, Mission, and Culture:

The State of Alaska Department of Transportation and Public Facilities' mission is to Keep Alaska Moving. We are working toward a modern, adaptable, flexible transportation system that will be resilient as we tackle our challenges. We believe collaboration, communication, and coordination increase our ability to succeed. Creating teams that are focused on results, working together, and leveraging resources across our department, with community and private sector partnerships, increases our ability to accomplish our mission and serve Alaskans.

The Benefits of Joining Our Team:

Joining the Alaska Department of Transportation & Public Facilities (DOT&PF) offers an array of benefits, with career growth opportunities at the forefront. As an integral part of Alaska's infrastructure development and maintenance, DOT&PF provides employees with a dynamic and diverse work environment where they can continually enhance their skills and climb the career ladder. The department values professional development, offering training programs and mentorship opportunities to help individuals expand their expertise and advance in their chosen fields. With the vast and unique challenges of Alaska's geography and climate, employees can work on groundbreaking projects that contribute to the state's growth, making the DOT&PF an ideal choice for those seeking a fulfilling and evolving career in transportation and public facilities.

The State of Alaska has a generous benefits package. Please see here for more information:

The DOT&PF core values are integrity, excellence, and respect. We support an environment focused on teamwork and collaboration to achieve results. We succeed in achieving our transportation mission through building credibility with our customers, stakeholders, and the public. A successful candidate will have sound judgment, decision-making, and a strong ethical and professional conduct history.

The Working Environment You Can Expect:

This position may be filled in Ketchikan or Juneau depending on the selected candidate's preferred location. Once hired and trained, and with supervisor approval, this position is appropriate for part-time in-state teleworking.

Working at the Alaska Department of Transportation and Public Facilities (DOT&PF) offers a uniquely challenging and rewarding environment. With Alaska's diverse and expansive terrain, coupled with its extreme weather conditions, employees of the DOT&PF can work in various locations, including remote locations and urban centers, addressing a wide range of transportation needs. Their roles demand adaptability and resourcefulness as they maintain and improve roads, bridges, airports, ports, and public facilities in a state known for rugged terrain and extreme seasonal changes. This work not only presents professionals with a range of fascinating challenges but also allows them to contribute to developing and maintaining critical infrastructure against the backdrop of Alaska's breathtaking natural beauty, reflecting a strong commitment to safety and environmental responsibility.

Who We Are Looking For:

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

• Self-Management: Sets well-defined and realistic personal goals; displays a high level of initiative, effort, and commitment towards completing assignments in a timely manner; works with minimal supervision; is motivated to achieve; demonstrates responsible behavior.
• Hardware: Knowledge of specifications, uses, and types of computer or computer-related equipment.
• Technology Application: Uses machines, tools, instruments, or equipment effectively; uses computers and computer applications to analyze and communicate information in the appropriate format.

Special Note:

• Valid Driver's License is required.
• The incumbent will need a Transportation Worker´s Identification Card (TWIC), which requires a background check in order to work in restricted areas on the ferries. After conditional job offer, the background check will be performed and will be paid for by the department.

Minimum Qualifications:

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.

To be successful in this position, the selected applicant will possess the following core competencies:

• 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.

Equivalent to those typically gained by:

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.

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 into 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, and long-duration (such as a post-secondary degree) and short-duration (such as a seminar) programs.

"Professional experience" means work that is creative, analytical, evaluative, and interpretive; requires a range and depth of specialized knowledge of the profession's principles, concepts, theories, and practices; and is performed with the power or right to decide or act according to one's own judgment.

"Progressively responsible" means indicating growth and/or advancement in complexity, difficulty, or level of responsibility.

Additional Required Information:

At time of interview, applicants are requested to submit (if not already attached to your application):

• Three (3) professional references, one of which should be from a former or current supervisor, including name, job title,