IT Client Support Specialist 3

Job Title

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

RECRUITMENT EXTENSION NOTICE

The recruitment period for this vacancy has been extended to allow for a larger applicant pool. If you have already applied there is no need to reapply.

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.

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.

Any combination of education and/or experience that provides the applicant with competencies in

• 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.
• Systems Integration: Knowledge of the principles, methods, and procedures for installing, integrating, and optimizing information systems components.
• 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 and experience in installing new computers, printers, and other peripheral devices; 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

Please read the below information carefully. This applies to your application submission.

THIS RECRUITMENT IS FOR ALASKA RESIDENTS ONLY

Please be sure to check our residency definition to determine if you qualify.

At time of interview, please be prepared to provide:

• Three (3) professional references and current contact numbers, including two (2) current or former supervisors;
• Copies of your two (2) most recent employment performance evaluations if available; please substitute with letters of recommendation if evaluations are not available.
• A copy of academic transcripts (unofficial are okay, please ensure that the institution name/URL is listed on the transcripts) to verify that you meet the minimum qualifications. If not provided, transcripts will be required prior to appointment.

APSIN

Please be aware – this position requires the use of the Alaska Public Safety Information Network (APSIN). A security clearance issued by the Department of Public Safety (DPS) is necessary to use APSIN. DPS will deny security clearance for any applicant who has been convicted of a felony or misdemeanor in this state or another jurisdiction, or who may be a fugitive from justice. Additionally, security clearance will be withdrawn if DPS discovers that material information was falsified or omitted at the time of the initial