IT Client Support Specialist 1/2 (Service Desk/MyAlaska Client Services Specialist ))

Job Description

This position is open to Alaskan Residents only.

Please check out the

residency definition

to determine if you qualify.

What You Will Be Doing:

This position helps staff the State of Alaska’s Juneau Data Center and perform 24x7 monitoring and customer service support.

The successful candidate will be stationed in OIT's Juneau Data Center and will work in a sometimes noisy, 24 hours a day, 7 days a week, 365 days a year operational environment, which includes swing and grave shift assignments, working on weekends and holidays, to ensure continuous coverage. Shifts falling outside of normal business hours have limited in-person contact and requires a self-starter to ensure tickets and tasks are completed.

The work includes monitoring the State of Alaska's core IT infrastructure, performing routine datacenter-related output production, and responding to the daily needs of a core IT facility.

We are a dynamic, diverse, high-performing team. You will have the opportunity to use your technical expertise to serve teams of people dedicated to helping Alaskans across many fields. This role offers the chance to demonstrate reliability, independent working skills, and strong team collaboration as you interact regularly with fellow team members, other OIT sections, contractors, management, and end users.

As part of our commitment to consistent service and operational efficiency, these positions will:

Monitor computer-based operational logs and events to ensure that systems, networks, and applications achieve required service levels.

Maintain and utilize systems and procedures to receive, log, classify, and present changes in system resource states that may require preventative or corrective action.

Identify faults and proactively work to prevent problem situations, including recognizing trends before service impact occurs.

Perform daily maintenance and procedures required to manage storage devices (tapes, disks, CDs, etc.) to meet data center requirements for storing, protecting, retrieving, modifying, and transferring data.

Monitor data center environmental factors such as power and cooling.

Liaise during routine and emergency system shutdown events and outages.

And much more!

Remember, you’re the architect of streamlined processes!

Our Mission, Values, and Culture:

Our Vision:

One Government, empowered by innovative technical collaboration.

Our Mission:

Simplify processes, boost efficiency, and protect Alaskans' data by working together and using innovative solutions to deliver secure and improved government services.

Our Values:

R.I.S.E. (Respect, Integrity, Service, Excellence)

Respect

– We honor dignity, perspectives, and contributions of every individual. We foster a culture of inclusivity and active listening.

Integrity

– We uphold the highest standards of honesty and ethical behavior. We do the right thing, even when no one is watching.

Service

– We believe in technology as a fundamental tool to create impact through expertise and dedication. We seek ways to add value, support, and uplift those around us.

Excellence

– We push beyond good – we strive for great. We embrace challenges as opportunities for growth.

We achieve this by operating the call center, where we assist the public in navigating the services offered through the MyAlaska Portal. Additionally, our team serves as the central point of contact for customer inquiries, service help requests, and incident reports via the OIT Enterprise Service Desk.

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, in addition to the direct training plan associated with this position for flex-promotion opportunity.

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:

These positions will be stationed at 333 Willoughby State Office Building 5th floor Datacenter Operations Center in Juneau. The network room can often be loud, but the majority of time will be spent in a secure office space monitoring State of Alaska systems and providing customer service over the phone, or in the print room.

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:

Attention to Detail:

Is thorough when performing work and conscientious about attending to detail.

Accountability:

Holds self and others accountable for measurable high-quality, timely, and cost effective results. Determines objectives, sets priorities, and delegates work. Accepts responsibility for own actions and decisions. Complies with established control systems and rules.

Technical Competence:

Uses knowledge that is acquired through formal training or extensive on-the-job experience to perform one's job; works with, understands, and evaluates technical information related to the job; advises others on technical issues

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 instead of 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 meet the competency successfully, 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.

IT Client Support Specialist 1 Minimum Qualifications (Range 14)

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