IT Client Support Specialist 1/2 (Service Desk/MyAlaska Client Services Specialist PCN 075016))

About the Department

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:

Position Duties

Competency-Based Minimum Qualifications InstructionsThis 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 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 Minimum Qualifications (Range 16)

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.

Minimum Qualifications

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:
SUPPLEMENTAL QUESTIONS 
For your application to be evaluated, you must answer the Supplemental Questions. 
The State of Alaska uses four proficiency levels to measure and describe an applicant's competence in applying specific behaviors, knowledge, skills, and abilities to accomplish a specific task. The four proficiency levels are Mastery, Fluency, Literacy, and Discovery. You must rate your proficiency level for each competency listed in the supplemental questions.

When using work experience not documented in your application, please provide the employer's name, job title, employment dates, and whether you worked full-time or part-time  Applications will be reviewed to determine if the responses are supported and if minimum qualifications are met  Work experience needed to meet the minimum qualifications must be documented in the application  If the application does not support minimum qualifications, the applicant may not advance to the interview and selection phase of the recruitment A resume will not be used to determine that minimum qualifications have been met for the position you are applying for.

If you have currently or previously been appointed to a flexibly staffed position, please ensure your work experience within a flexibly staffed position indicates the actual dates employed at each level  Ensure your time and any subsequent flex promotion(s) are documented as a separate position  This is required as minimum qualifications require experience at a particular level in which the lower level may not be considered  If this information is not accurately reflected in your application, this may cause the processing of your application for consideration to be delayed.
 
NOTE: Attaching a resume or curriculum vitae is not an alternative to filling out the application. Noting "see resume or CV" or any similar response on any portion of your application may lead to a determination that your application is incomplete and removal from consideration for this job posting.
 
The State of Alaska does not provide VISA Employer sponsorships.

APPLICATION NOTICE
You can ONLY apply for this position through the Workplace Alaska website or via a hard copy application. If you accessed this recruitment bulletin through a job search portal such as AlaskaJobs or another database, you MUST use a Workplace Alaska online or hard-copy application to apply successfully. Instructions on how to apply with Workplace Alaska may be found on the Workplace Alaska "How to Apply" webpage, found here: http://doa.alaska.gov/dop/workplace/help/

NOTICE
Questions regarding the application process can be directed to the Workplace Alaska hotline at 800-587-0430 (toll-free) or (907) 465- 4095.If you choose to be contacted by email, please ensure that your email address is correct on your application and that your spam filter will permit emails from the 'governmentjobs.com' domain. For information on allowing emails from the 'governmentjobs.com' domains, visit the Lost Password Help page at: https://www.governmentjobs.com/OnlineApplication/User/ResetPassword

EEO STATEMENT
The State of Alaska complies with Title I of the Americans with Disabilities Act (ADA). Individuals with disabilities who require accommodations, auxiliary aids, or services, or alternative communication formats, please call 1-800-587-4095 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.

WORKPLACE ALASKA APPLICATION QUESTIONS & ASSISTANCE
Questions 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 in the Juneau area. Requests for information may also be emailed to [email protected]

For assistance with applying for a password, please visit https://www.governmentjobs.com/OnlineApplication/User/ResetPassword

Other Qualifications

Eric Essary
IT Manager 1
(907) 465-5751
[email protected] 

Benefits

The following information describes typical benefits available to employees of the State of Alaska. Actual benefits received may differ by bargaining unit or branch of government, position type, or be prorated for other than full time work.

For a quick breakdown of the insurance, health, and retirement benefits available for State Employees you can view an orientation video from Division of Retirement and Benefits. (Please note this video is specifically designed for new State Employees.)

Insurance Benefits

• Health insurance, which includes employer contributions toward medical/vision/dental
  • The following employee groups are under AlaskaCare Benefits administered by the State:   See https://drb.alaska.gov/help/plans.html for additional information.
    • AVTEC
    • Confidential
    • Correctional Officers
    • Marine Engineers
    • Mt. Edgecumbe Teachers
    • Supervisory
    • Unlicensed Vessel Personnel/Inland Boatman's Union
    • Exempt employees (not covered by collective bargaining)
  • The following employee groups are covered by Union health trusts.  Contact the appropriate Union for additional information.
    • General Government
    • Labor, Trades and Crafts
    • Public Safety Employees Association
    • Masters, Mates & Pilots
• Employer paid Basic Life insurance with additional coverage available (amount depends on Bargaining Unit)

• Group-based insurance premiums for
  • Term life (employee, spouse or qualified same sex partner, and dependents)
  • Long-term and short-term disability
  • Accidental Death and Dismemberment
  • Long-term care (self and eligible family members)
  • Supplemental Survivor Benefits
• Employee-funded flexible spending accounts for tax savings on eligible health care or dependent care expenses

Retirement Benefits

• Membership in the Public Employees Retirement System (PERS)/Teachers' Retirement System (TRS)
• Matching employer contribution into a defined contribution program (new employees)
• Employer contribution into a defined benefit or defined contribution program (current employees)
• Contributions to the Alaska Supplemental Annuity Plan in lieu of contributions to Social Security
• Option to enroll in the Alaska Deferred Compensation Program
• Note:  The Defined Contribution Plan, Supplemental Annuity Plan and Deferred Compensation Program offer a variety of investment options

Paid Leave & Other Benefits

• Personal leave with an accrual rate increase based on time served
• Twelve (12) paid holidays a year

Supplemental Questions

Required Question

Agency Information

EmployerState of AlaskaAddress PO Box 110201

Juneau, Alaska, 99811 Phone(800) 587-0430 (Statewide toll-free number)
(907) 465-4095 (Juneau and out-of-state callers)Website http://workplace.alaska.gov/