Job Description

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 2 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:

Adaptability Adjusts planned work by gathering relevant information and applying critical thinking to address multiple demands and competing priorities in a changing environment.
Computers: Knowledge of circuit boards, processors, chips, and computer hardware and software, including applications and programming
Technical Expertise: Effectively applies technical knowledge to solve a range of problems; develops technical solutions to new or highly complex problems that cannot be solved using existing methods or approaches; is sought out as an expert to provide advice or solutions in the technical area.

To view the general description and example of duties for the position please go to the following link: https://www.governmentjobs.com/careers/alaska/classspecs/1834606?keywords=PB07C2&pagetype=classSpecifications

If you can imagine yourself in this role, we encourage you to apply!

Minimum Qualifications

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 of 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.

Additional Required Information

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

Three (3) professional references submitted before or at the time of the interview.
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 State’s 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.

Recruitment Scope

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

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: 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 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.

EEO STATEMENT

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 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.

Contact Information

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 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

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

Cyan Shuman / Talent Acquisition Specialist

Phone: 907-269-5472

cyan.shuman@alaska.gov

Careers With The State Of Alaska Offer MANY 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)

Optional Insurance Benefits

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

See https://drb.alaska.gov/retiree/ for additional information

Paid Leave & Other Benefits

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

01

I understand this position may be required to travel 1-2 times per year.

Yes, I am willing to travel 1-2 times per year.
No, I am not willing to travel 1-2 times per year.

02

Please rate your level of proficiency 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.

Mastery: Able to successfully apply all relevant concepts, procedures, and practices of the subject area. I have successfully performed all relevant concepts, procedures, and practices and facilitate knowledge transfer to others.
Fluency: Able to successfully apply all relevant concepts, procedures and practices of the subject area. I have successfully performed the concepts, procedures, and practices independently.
Literacy: Ability to communicate all relevant concepts, procedures and practices of the subject area. I have limited application or practice.
Discovery: Awareness of basic/fundamental concepts, procedures, and practices of the subject area.
None of the above.

03

Please rate your level of proficiency in Adaptability: Adjusts planned work by gathering relevant information and applying critical thinking to address multiple demands and competing priorities in a changing environment.

Mastery: Able to successfully apply all relevant concepts, procedures, and practices of the subject area. I have successfully performed all relevant concepts, procedures, and practices and facilitate knowledge transfer to others.
Fluency: Able to successfully apply all relevant concepts, procedures and practices of the subject area. I have successfully performed the concepts, procedures, and practices independently.
Literacy: Ability to communicate all relevant concepts, procedures and practices of the subject area. I have limited application or practice.
Discovery: Awareness of basic/fundamental concepts, procedures, and practices of the subject area.
None of the above.

04

Please rate your level of proficiency 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.

Mastery: Able to successfully apply all relevant concepts, procedures, and practices of the subject area. I have successfully performed all relevant concepts, procedures, and practices and facilitate knowledge transfer to others.
Fluency: Able to successfully apply all relevant concepts, procedures and practices of the subject area. I have successfully performed the concepts, procedures, and practices independently.
Literacy: Ability to communicate all relevant concepts, procedures and practices of the subject area. I have limited application or practice.
Discovery: Awareness of basic/fundamental concepts, procedures, and practices of the subject area.
None of the above.

05

Please rate your level of proficiency in Computers: Knowledge of circuit boards, processors, chips, and computer hardware and software, including applications and programming.

Mastery: Able to successfully apply all relevant concepts, procedures, and practices of the subject area. I have successfully performed all relevant concepts, procedures, and practices and facilitate knowledge transfer to others.
Fluency: Able to successfully apply all relevant concepts, procedures and practices of the subject area. I have successfully performed the concepts, procedures, and practices independently.
Literacy: Ability to communicate all relevant concepts, procedures and practices of the subject area. I have limited application or practice.
Discovery: Awareness of basic/fundamental concepts, procedures, and practices of the subject area.
None of the above.

06

Please rate your level of proficiency in Information Assurance: Knowledge of methods and procedures to protect information systems and data by ensuring their availability, authentication, confidentiality, and integrity.

Mastery: Able to successfully apply all relevant concepts, procedures, and practices of the subject area. I have successfully performed all relevant concepts, procedures, and practices and facilitate knowledge transfer to others.
Fluency: Able to successfully apply all relevant concepts, procedures and practices of the subject area. I have successfully performed the concepts, procedures, and practices independently.
Literacy: Ability to communicate all relevant concepts, procedures and practices of the subject area. I have limited application or practice.
Discovery: Awareness of basic/fundamental concepts, procedures, and practices of the subject area.
None of the above.

07

Please rate your level of proficiency in Technical Expertise: Effectively applies technical knowledge to solve a range of problems; develops technical solutions to new or highly complex problems that cannot be solved using existing methods or approaches; is sought out as an expert to provide advice or solutions in the technical area.

Mastery: Able to successfully apply all relevant concepts, procedures, and practices of the subject area. I have successfully performed all relevant concepts, procedures, and practices and facilitate knowledge transfer to others.
Fluency: Able to successfully apply all relevant concepts, procedures and practices of the subject area. I have successfully performed the concepts, procedures, and practices independently.
Literacy: Ability to communicate all relevant concepts, procedures and practices of the subject area. I have limited application or practice.
Discovery: Awareness of basic/fundamental concepts, procedures, and practices of the subject area.
None of the above.

08

Please rate your level of proficiency in Technical Problem Solving: Troubleshoots, diagnoses, analyzes, and identifies system malfunctions to determine the source and cause of the problem.

Mastery: Able to successfully apply all relevant concepts, procedures, and practices of the subject area. I have successfully performed all relevant concepts, procedures, and practices and facilitate knowledge transfer to others.
Fluency: Able to successfully apply all relevant concepts, procedures and practices of the subject area. I have successfully performed the concepts, procedures, and practices independently.
Literacy: Ability to communicate all relevant concepts, procedures and practices of the subject area. I have limited application or practice.
Discovery: Awareness of basic/fundamental concepts, procedures, and practices of the subject area.
None of the above.
Required Question

State of Alaska

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