IT Client Support Specialist 1/2 (PCN 110312)

Full Job Description

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

The Alaska Department of Fish and Game, Division of Administrative Services is recruiting

for an IT Client Support Specialist 1/2 located in Anchorage, Alaska!

What You Will Be Doing:

Are you passionate about technology and enjoy solving problems?

The Alaska Department of Fish and Game (ADFG), Division of Administrative Services, is seeking a service desk technician to provide exceptional IT support to our clients.

We value innovation, teamwork, and a commitment to excellence. Join our dynamic team and grow your career with us!

The ideal candidate will be the first point of contact for clients facing technical issues, providing prompt and efficient resolutions to maintain high levels of customer satisfaction.

Key Responsibilities:

• Respond to client inquiries and technical issues via phone, email, and chat in a professional and courteous manner.
• Diagnose and troubleshoot hardware and software problems, ensuring effective and timely resolution.
• Assist clients with password resets, account setup, and software installations.
• Escalate complex issues to senior support teams when necessary, maintaining clear communication.
• Maintain accurate records of client interactions and solutions provided, ensuring documentation is up to date.
• Collaborate with team members to resolve technical issues and contribute to continuous improvement of support processes.

Our Mission, Values and Culture:

The Division of Administrative Services (DAS) provides efficient, cost effective and customer-oriented administrative services to support the ADFG mission of scientific integrity and sustainable fish and wildlife management.

Our division values work-life balance, intellectual curiosity, competency and working together while maintaining individuality.

The Alaska Department of Fish & Game strives for a diverse and inclusive workforce where safety and well-being are paramount, and employees at all levels promote a culture where everyone is valued, treated equitably, and treated respectfully.

Benefits of Joining Our Team:

The DAS IT section provides a welcoming and professional environment to anyone interested in being a key contributor to the department.

This position will join a team of dedicated technical and professional level staff that produce high-quality work, allowing the department to function efficiently.

We are open to new ideas and collaborating internally and with other agencies to grow and explore technological advancements.

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 is located in the ADFG Anchorage office at 333 Raspberry Road. Occasional travel to other offices will be required, including both driving and air travel.

The successful candidate will join a team of service desk technicians and can expect to interact with other ADFG staff, IT contractors, and OIT staff regularly.

Who We Are Looking For:

We are looking for someone with the following competencies:

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

To view the general description and example of duties for an IT Client Support Specialist 1/2 please

go to the following link: https://www.governmentjobs.com/careers/Alaska/classspecs

Special Note:
A valid driver's license is required.

Requires passing a background investigation including fingerprinting.
Requires infrequent air travel within the State to service equipment.
Requires frequent driving within the local area to service equipment.

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 Based Hire 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.

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

Requirements

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.

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.

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.

Qualifications

REQUIRED DOCUMENTS

If selected, please provide the following at the time of the interview:

A cover letter is NOT required for this position. Your complete application, including supplemental questions, will be used to determine which applicants will advance to the interview phase of the recruitment and selection process.

Flexible Staffing

This position is flexibly staffed. The level of the job offer will be based on the selected candidate’s credibly possessed and proven competencies. If hired at the lower level, you will be promoted to the higher level after completing the training plan and demonstrating competency in the work.

BACKGROUND CHECK

Hiring for this position is conditional of the final applicant having a satisfactory criminal history report from the Alaska State Troopers. The employer will coordinate with the final candidate to obtain the required report.

EDUCATION

To verify education is being used to meet and/or support the required minimum qualifications/competences, you must fill in the Education section of the application.

If you have not obtained a degree, please indicate the number of units completed.

Copies of transcripts are required to verify educational credentials used to meet or support the minimum qualifications/competencies for a position and are required.

(Unofficial is okay; please ensure the institution/URL name is listed on the transcripts).

SPECIAL INSTRUCTIONS FOR FOREIGN EDUCATIONEducation completed in foreign colleges or universities may be used to meet the above requirements, if applicable.

If utilizing this education you must show that the education credentials have been submitted to a private organization that specializes in interpretation of foreign educational credentials and that such education has been deemed to be at least equivalent to that gained in conventional U.S.

education programs; or an accredited U.S.

state university reports the other institution as one whose transcript is given full value, or full value is given in subject areas applicable to the curricula at the state university.

It is your responsibility to provide such evidence.

WORK EXPERIENCE

If using work experience not already documented in your application, also provide the employer’s name, your job title, dates of employment, and whether full-or part-time.

Applications will be reviewed to determine if the responses are supported and minimum qualifications are clearly met.

If they are not, the applicant may not advance to the interview and selection phase of the recruitment.

NOTE: Attaching a resume or curriculum vitae is not an alternative to filling out the application in its entirety.

Noting "see resume or CV" or any similar response on any portion of your application may lead to a determination your application is incomplete and removal from consideration for this job posting.

MULTIPLE VACANCIES

This recruitment may be used for more than one (1) vacancy.

The applicant pool acquired during this recruitment may be used for future vacancies for up to ninety (90) days after this recruitment closes.

Interested applicants are encouraged to apply to each recruitment notice to ensure consideration for all vacancies.

EEO STATEMENT

The State of Alaska complies with Title I of the Americans with Disabilities Act (ADA).

Individuals with disabilities, who require accommodation, auxiliary aids or services, or alternative communication formats, please call 1-800-587-0430 or (907) 465-4095 in Juneau or TTY: Alaska Relay 711 or 1-800-770-8973 or correspond with the Division of Personnel & Labor Relations at: P.O.

Box 110201, Juneau, AK 99811-0201. The State of Alaska is an equal opportunity employer.

NOTICE

If you choose to be contacted by email, please ensure your email address is correct on your application and that the spam filter will permit email from the ‘govermentjobs.com’ domains.

For information on allowing emails from the ‘governmentjobs.com’ domains, visit the Lost Password Help page located at https://www.governmentjobs.com/OnlineApplication/User/ResetPassword.

WORKPLACE ALASKA APPLICATION QUESTIONS & ASSISTANCEQuestions regarding application submission or system operation errors should be directed to the Workplace Alaska hotline at 1-800-587-0430 (toll free) or (907) 465-4095 if you are located in the Juneau area.

Requests for information may also be emailed to recruitment.services@alaska.gov.

For applicant password assistance please visit:

https://www.governmentjobs.com/OnlineApplication/User/ResetPassword

Additional Information

For specific information in reference to the position please contact the hiring manager:

Amy Rivers

Data Processing Manager 1

amy.rivers@alaska.gov