IT Client Support Specialist 1/2

Job Description

These positions are being recruited in both Anchorage and Juneau; final location is based on the location of the selected candidate.

The Department of Corrections, Division of Administration & Support, is recruiting for multiple IT Client Support Specialist 1/2 Specialist positions.

Watch Alaska DOC's video here:

DOC Extended Cut.mp4 (vimeo.com)

What You Will Be Doing:

Incumbents are to train and become familiar with the DOC helpdesk. This position learns how to configure and troubleshoot PCs in compliance with SOA and DOC IT Standards and evaluates and installed additional software/hardware as needed while learning about the DOC Environment.

Our Mission, Values, and Culture:

The Division of Administrative Services / Information Technology Unit provides essential network security and server support to the line of business operations of the Department in support of its mission to provide secure confinement, reformative programs, and a process of supervised community integration to enhance the safety of our communities.

Benefits of Joining Our Team:

This Unit provides Technical Services, line of business, support to Alaska's correctional system to ensure appropriate documentation and tracking of all persons placed under the department’s custody/supervision. There are more than 4,000 offenders under the department of corrections custody and an additional 5,000+ that are under field supervision as assigned by the Alaska Court System.

The Working Environment You Can Expect:

This position requires troubleshooting throughout the department and may require physical travel to Correctional Institutions and may work with or around incarcerated individuals. The incumbent's office is centrally located in Anchorage or Juneau.

Who We Are Looking For:

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

Technical Problem Solving: Troubleshoots, diagnoses, analyzes, and identifies system malfunctions to determine the source and cause of the problem.

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

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.

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 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

REQUIRED DOCUMENTS

If selected for an interview, the applicant must provide the following:

Pre-Employment Certification (to be provided upon scheduling of interview)

Copy of updated Resume

List of professional references

Copy of Driver’s License

SPECIAL NOTICES

Pass and Maintain a CJIS Background

Travel within the state to troubleshoot computer and possibly network related issues to both Institutions and Probation Offices

LEGAL EM