IT Client Support Specialist 1/2/3 Juneau (PCN 064863)

Come join the State of Alaska! This job class uses Competency Based minimum qualifications (MQs). Please read the
Competency Based MQ instructions below to learn more.
The Department of Family & Community Services is recruiting for an IT Client Support
Specialist 1/2/3 in Juneau! This position is open to Alaska Residents only. Please check our residency definition to determine if you qualify.
What You Will Be Doing:
Under the direction of the Department Support Services (DSS), Information Technology Services, Customer Services (IT/CS), the IT Client Support Specialist provides a wide range of Information Technology (IT) support to the Department of Family and Community Services (DFCS) employees i.e. install, maintain, manage, independently troubleshoot and problem resolution for all department IT network hardware and software issues.

Mission and Values/Culture:
The mission of the Department of Family and Community Services is "To provide support, safety, and personal well-being for vulnerable Alaskans.

The IT/CS section of DFCS works as a team with Network Services (NS), Business Applications (BA), Project Management Office (PMO), and the Department Security Office (DSO) to keep the department technologically operational and secure.

Benefits of Joining Our Team:
We are a dynamic, diverse, high performing team where no two days are the same. You will have the ability to use your technical expertise to serve some of the greatest teams of people in Alaska who are dedicated to keeping all Alaskans healthy and safe.

As a State of Alaska employer, we offer competitive wages, generous medical, vision, and dental benefits, personal leave, 12 paid holidays per year, and great retirement benefits.

The Working Environment You Can Expect:
This position's primary workplace will be in Juneau, offering several nearby restaurants and coffee shops and seaside views all within walking distance. DFCS 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 to DFCS. We are customer focused and project oriented.

Travel within the State may be required 1 2 times per year for 1 3 days.

For information on the Juneau community (including schools, hospitals, and housing) please review the Alaska Community Profiles .

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

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.

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.

Technical Documentation: Knowledge of procedures for developing technical and operational support documentation.

To view the general description and example of duties for the position please go to the following link:

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 ones 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 professions principles, concepts, theories, and practices; and is performed with the power of right to decide or act according to ones 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 ones 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 professions principles, concepts, theories, and practices; and is performed with the power of right to decide or act according to ones own judgment.

Progressively responsible means indicating growth and/or advancement in complexity, difficulty, or level of responsibility.

IT Client Support Specialist 3:

Any combination of education and/or experience that provides the applicant with competencies in

• 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.

• Systems Integration: Knowledge of the principles, methods, and procedures for installing, integrating, and optimizing information systems components.

• 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 and experience in installing new computers, printers, and other peripheral devices; 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 professions principles, concepts, theories, and practices; and is performed with the power of right to decide or act according to ones own judgment.

Progressively responsible means indicating growth and/or advancement in complexity, difficulty, or level of responsibility.

At the time of the interview, please provide the following:

1. Three (3) professional references submitted before or at the time of the interview.
2. If submitting education for experience requirements, please provide copies of relevant documentation (transcripts, degrees, course completion certificates, etc.) prior or at the time of the interview.

Supplemental Questions

For your application to be evaluated you must answer the Supplemental Questions.

The State of Alaska (SOA) uses four levels of proficiency to measure and describe an applicant's level of competence in applying certain behaviors, knowledge, skills, and abilities to accomplish a specific task. The proficiency levels are Mastery, Fluency, Literacy, and Discovery. You will need to rate your proficiency for each competency listed in the supplemental questions.

You must also complete the References section in the application. In the reference section please provide contact details for a minimum of three (3) individuals who can attest to your work performance, technical skills, and job competencies, in which one (1) of the three (3) references must be a current or former direct supervisor.

Please be sure to check your junk folder for any messages that may be sent to you about this recruitment.

Please read the below information carefully. This applies to your application submission.

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.

EDUCATION
To verify education being used to meet the required minimum qualifications, 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 being used to meet the minimum qualifications for a position and are required with each application. (Unofficial are okay, please ensure that the institution/URL name is listed on the transcripts). Transcripts can be attached at the time of application, provided at the time of interview or if not provided, transcripts will be required prior to appointment.

SPECIAL INSTRUCTIONS FOR FOREIGN EDUCATION
Education 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 when applying. Omission of required documentation listed will result in an incomplete application and you will not receive further consideration.

WORK EXPERIENCE
When using work experience not already documented in your application, please 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. 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 in which you are applying.

If you are 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 there are minimum qualifications that 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.

LEGAL EMPLOYMENT
The States online recruitment system, Workplace Alaska, requires applicants to certify that they have a legal right to accept employment in the United States. It is the responsibility of the employee to maintain the appropriate documentation to accept or continue legal employment. The State of Alaska does not function in the role as an employer sponsor.

The State of Alaska does not provide VISA Employer sponsorships.

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.

APPLICATION NOTICE
You can ONLY apply for this position through the Workplace Alaska website or via hardcopy application. If you accessed this recruitment bulletin through a job search portal such as AlaskaJobs or any other database, you MUST use a Workplace Alaska online or hardcopy application to successfully apply. Instructions on how to apply with Workplace Alaska may be found on the Workplace Alaska "How to Apply" webpage, found here: 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
The State of Alaska complies with Title I of the Americans with Disabilities Act (ADA). Individuals with disabilities, who require accommodation, auxiliary aides or services, or alternative communication formats, please call ... in Juneau or TTY: Alaska Relay 711 or ... 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.

RECRUITMENT SCOPE

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

WORKPLACE ALASKA APPLICATION QUESTIONS & ASSISTANCE
Questions regarding application submission or system operation errors should be directed to the Workplace Alaska hotline at ... (toll free) or ... if you are located in the Juneau area. Requests for information may also be emailed to ....

For applicant password assistance please visit:

Maria Cunningham / Talent Acquisition Specialist

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