Computer Support Specialist II

The City & Borough of Juneau, Information Technology division is hiring a Computer Support Specialist II to join their team! WHO WE ARE LOOKING FOR

• Someone who is calm but recognizes when critical natured events require rapid response
• Is pragmatic and works systematically through problems
• Pays close attention to detail
• Has excellent technical skills and a desire to grow / is eager to learn ever‑changing technology
• Has very good customer service presence
• Can produce clear explanations (written and/or verbal) to the layperson
• Is reliable and dependable
• Contributes to the success of the department

The Information Technology (IT) Department is a service and support department of the City and Borough of Juneau (CBJ). We are dedicated to serving and maintaining the technological needs to all members of CBJ and strive to provide all an excellent technical environment in which to function. We are a close, good‑natured and dedicated group. We work well together and take pride in our ability to find solutions to all technical challenges.

This position typically works a 7.5 hour day (Monday through Friday). The shift beginning and finish times will be determined on start date but will be between 7:30am – 8:30am and your finish time will match accordingly between 4:00pm and 5:00pm. Our office is located at 11305 Glacier Highway, near Statter Harbor.

This position is one of the primary helpdesk technicians for the City and Borough of Juneau. While working with different CBJ departments, you will assist CBJ employees with hardware and software issues.

You will be a key individual responsible for hardware issues involving desktops, laptops, and attached peripheral devices such as UPS backup units, scanners, monitors, and others. You will make decisions regarding the repair or replacement of hardware. You will deploy new systems, assist CBJ employees in relocating hardware, and recover retired systems.

You will assist users working with productivity software used in CBJ, to include Microsoft Office O365, Adobe Acrobat, and others. You will be the first line of response for software configuration or troubleshooting, escalating to higher levels of IT support as needed.

You will coordinate with higher levels of IT support to ensure that maintenance and security patches, updates, and application deployments are successful and consistent. As a first‑line worker, you will monitor support tickets trends to identify common issues and work with your peers to address such issues across the CBJ network.

Two (2) years of experience in information systems maintenance or support which includes front line help‑desk experience.

Experience in computer or telecommunications sales and customer service; computer hardware, software or network installation and setup; providing instruction in the use of computer hardware or software; or operating computers in an Information Systems or telecommunications environment that required familiarity with a variety of applications and functions.

Bachelor’s degree from an accredited college in Computer Information Systems or related field will substitute for one (1) year of the required experience. Graduate study in computer science may be substituted for up to one (1) year of the required experience on the basis of two (2) semester hours (3 quarter hours) for each month of experience.

Academic training in computer science or management information systems course work providing familiarity with a variety of personal computers, principles of telecommunications, and functions of IS systems, or one or more industry recognized desktop, operating system or infrastructure certifications such as A+, Net+, Microsoft Certified Desktop Support Technician, etc. may substitute for the experience.

Valid Driver’s License at time of appointment and for continued employment.

This position does require working at heights, on towers or elevated work platforms.

Position requires fingerprinting and a criminal background check (see language below).

This position is subject to a background check that will include a fingerprinting and a…