IT Client Support Specialist 1-2

Job Description

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.

Benefits of Joining Our Team:

DOH IT is a customer-focused organization that promotes an individual’s understanding of what delivers value to the customer, and how to effectively and efficiently apply time and resources to achieve that value. Our department is committed to providing educational tools for all IT employees and provides on-the-job training, both structured and unstructured online training, as well as more traditional training courses.  There is an opportunity for career advancement through two paths: the technical path and the supervisory/management path.

The Working Environment You Can Expect:

This position will be in Midtown Anchorage, offering several restaurants, coffee shops, a library, and a park within walking distance.

DOH is a dynamic enterprise consisting of a team that is a diverse, highly technical, and collaborative group which embraces, implements, and supports the latest technologies to provide the best operational capabilities and resources. We are customer-focused and project-oriented. The incumbent will work as a team leader in IT Customer Service and as a team member in a larger management team tasked with providing IT services to DOH.

Who We Are Looking For:

The ideal candidate will possess some or all of the following position-specific competencies in addition to the minimum qualifications listed below:

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.

Special Notice:

This position requires frequent travel (1 to 3 times a month) to remote areas of Alaska via small aircraft.

A background check will be required for this position.

To view the general description and example of duties for this job class, please go to the following link and search for IT Support Specialist 1/2:

https://www.governmentjobs.com/careers/Alaska/classspecs

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 rather than 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.

Please ensure your application (through work history, training, education, licenses, certifications, etc.) supports/demonstrates that you possess the minimum required competencies for the job class.

Minimum Qualifications:

IT Client Support Specialist 1

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.

IT Client Support Specialist 2

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 St