IT Client Support Specialist

Overview

IT Client Support Specialist 3 (PCN 25N25067) – long-term nonpermanent position with the Department of Transportation and Public Facilities (DOT&PF), Program Management and Administration. This role supports Keep Alaska Moving by maintaining and troubleshooting the State of Alaska’s computer systems and network infrastructure (LAN/WAN).

Note:

This job class uses Competency Based minimum qualifications. The selected applicant’s location will determine pay, and salaries will be discussed at the time of the interview. The position may be located in Juneau or Ketchikan, and is appropriate for part-time in-state teleworking with supervisor approval after training.

• Play a key role in designing, maintaining, and troubleshooting the State of Alaska’s computer systems and network infrastructure (LAN/WAN).
• Provide hands-on and remote technical support to end-users, resolving a wide range of IT issues efficiently.
• Collaborate with multiple departments to ensure systems run smoothly, securely, and in alignment with agency goals.
• Participate in network planning and system upgrades, contributing to continuous improvement of the IT environment.
• Serve as a helpdesk triage expert, guiding frontline support and ensuring issues are resolved or escalated appropriately.

Minimum qualifications and competency expectations are described in the competency framework. Core competencies include:

• Customer Service: Works with clients and customers to assess needs, provide information or assistance, resolve problems, and satisfy expectations; understands available products and services.
• Information Assurance: Knowledge of methods to protect information systems and data, ensuring availability, authentication, confidentiality, and integrity.
• Systems Integration: Knowledge of installing, integrating, and optimizing information systems components.
• Technical Problem Solving: Troubleshoots, diagnoses, analyzes, and identifies system malfunctions to determine causes.

Equivalents typically gained by training and experience in installing and configuring computers, printers, software, security programs, and network settings for workstations.

Special notes:
Competencies are a combination of knowledge, skills, abilities, and behaviors; training may be formal or informal; professional experience implies growing responsibility.

• At interview, applicants may be asked to submit three professional references (one from a supervisor) with names, titles, and current phone numbers.
• Two most recent performance evaluations or two professional letters of reference if evaluations are unavailable.
• Applicants must answer supplemental questions. You will rate proficiency levels (Mastery, Fluency, Literacy, Discovery) for each competency listed in the supplemental questions.

Education
:
To verify that education supports the required qualifications, fill in the Education section of the application. Transcripts may be required to verify educational credentials. Copies of transcripts are acceptable if attached at application or provided at interview.

Foreign Education
:
Education completed in foreign institutions may be used if credentials have been evaluated for equivalence by a recognized organization or by a U.S. state university deemed equivalent. You must provide evidence when applying.

Work Experience
:
If using work experience not documented in your application, provide employer name, job title, dates, and whether full- or part-time. Applications will be reviewed to ensure responses meet minimum qualifications.

Note:

Attaching a resume or CV is not an alternative to completing the application; “see resume” responses may lead to disqualification.

The State of Alaska is an equal opportunity employer. If accommodations are needed, please contact the appropriate offices listed in the original posting.

For specific information about this position, please contact the hiring manager:

Phone:  (Statewide toll-free) |  (Juneau and out-of-state callers)