IT Client Support Specialist 3 (PCN 20-1049)

Job DescriptionThis position is being recruited in both Anchorage and Juneau; final location is based on the location of the selected candidate.The Department of Corrections, Division of Administration & Support, is recruiting for an IT Client Support Specialist 3 position.What You Will Be DoingClient Support Specialists on the DOC Tier 2 helpdesk assist our Technicians with ticket escalations and daily workload. Tickets span a wide variety of issues, from software & hardware troubleshooting break/fix up to diagnosing network outages & planning projects. Specialists work on higher level projects and help maintain work standards for the team.Our Mission, Values, And CultureThe Division of Administrative Services / Information Technology Unit provides essential network security and server support to the line of business operations of the Department in support of its mission to provide secure confinement, reformative programs, and a process of supervised community integration to enhance the safety of our communities.Benefits Of Joining Our TeamThis Unit provides helpdesk support to Alaska's correctional system to ensure appropriate documentation and tracking of all persons placed under the department's custody/supervision. There are more than 5,000 offenders under the department of corrections custody and an additional 5,000+ that are under supervision as assigned by the Alaska Court System.The Working Environment You Can ExpectThis position requires troubleshooting throughout the department and may require physical travel to Correctional Institutions and may work with or around incarcerated individuals. The incumbent's office is centrally located in Anchorage or Juneau.Who We Are Looking ForWe are interested in candidates who possess some or all of the following position specific competencies:Operating Systems: Knowledge of computer network, desktop, and mainframe operating systems and their applications.Oral and Written 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 and written presentations; listens to others, attends to nonverbal cues, and responds appropriatelyTechnical Problem Solving: Troubleshoots, diagnoses, analyzes, and identifies system malfunctions to determine the source and cause of the problem.Minimum QualificationsCompetency 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 DescriptionThe 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, as opposed to 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 successfully meet the competency, but rather to provide the manager/agency with a broad reference of options as to how an applicant can meet the job expectation.Any combination of education and/or experience that provides the applicant with competencies inCustomer 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 ByTraining 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 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.Additional Required InformationREQUIRED DOCUMENTSIf selected for an interview, the applicant must provide the following:Pre-Employment Certification (to be provided upon scheduling of interview)Copy of updated resumeList of professional referencesSPECIAL NOTICESTravel within the state to troubleshoot computer and possible network related issues to both Institutions and Probation Offices.LEGAL EMPLOYMENTThe 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.EDUCATIONIf post-secondary education is required to meet the 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 if used to meet the minimum qualifications for a position. Transcripts can be attached at the time of application or provided at the time of interview, at the discretion of the hiring manager.SPECIAL INSTRUCTIONS FOR FOREIGN EDUCATIONEducation completed in foreign colleges or universities may be used to meet the minimum qualifications listed above. If utilizing this education, you must show that the education credentials have been submitted to a private organization that specializes in the 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. post-secondary institution 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 post-secondary institution. It is your responsibility to provide such evidence when applying.Work ExperienceIf using work experience not already documented in your application, also provide the employer 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. If they are not, the applicant may not advance to the interview and selection phase of the recruitment.PREA NOTIFICATIONRequirementsThe Department of Corrections follows and maintains federal and state requirements standards including, but not limited to, Prison Rape Elimination Act (PREA) standards which apply to all public and private institutions that house adult or juvenile offenders. PREA standards preclude the department from hiring or promoting anyone who has engaged in, or been convicted of any conduct which would violate PREA standards related to sexual assault including:Sexual abuse in a prison, jail, lockup, community confinement facility, juvenile facility, or other institution;Convicted of engaging or attempting to engage in sexual activity in the community facilitated by force, overt or implied threats of force, or coercion, or if the victim did not consent or was unable to consent or refuse; orHas been civilly or administratively adjudicated to have engaged in the activity described above.CRIMINAL HISTORY CHECKS/APSIN/ACOMSPlease be aware – this position requires the use of the Alaska Public Safety Information Network (APSIN). A security clearance issued by the Department of Public Safety (DPS) is necessary to use APSIN. DPS will deny security clearance for any applicant who has been convicted of a felony or misdemeanor in this state or another jurisdiction, or who may be a fugitive from justice. Additionally, security clearance will be withdrawn if DPS discovers that material information was falsified or omitted at the time of the initial application for security clearance.FINGERPRINT NOTICEAll Department of Corrections employees are required to be fingerprinted. The successful candidate must pass a criminal history check.MULTIPLE VACANCIESThis 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.EEO STATEMENTThe 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 1-800-587-0430 or 465-4095 in Juneau or (907) 465-3412 (TTY) or correspond with the Division of Personnel & Labor Relations at the address above. The State of Alaska is an equal opportunity employer.WORKPLACE ALASKA APPLICATION QUESTIONS & ASSISTANCEQuestions 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/ResetPasswordContact InformationCraig Bergquist Department Technology OfficerPhone: 907-465-8261craig.bergquist@alaska.govCareers With The State Of Alaska Offer MANY BenefitsThe 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/dentalThe 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 forTerm 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 expensesRetirement BenefitsMembership 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 optionsSee https://drb.alaska.gov/retiree/ for additional informationPaid Leave & Other BenefitsPersonal leave with an accrual rate increase based on time served Twelve (12) paid holidays a year01At what location are you willing to work?AnchorageJuneauAll the above02What is your experience with Desktops and Laptops in a domain environment?None6 months7-12 months1-2 years3 years or more03What is your experience documenting technical work in an IT ticketing system?None6 months7-12 months1-2 years3 years or more04What is your IT customer service experience?None1-6 months7-12 months1-2 years3 years or more05What is your experience completing IT projects on a deadline?None6 months7-12 months1-2 years3 years or more06Do you have any periods of employment in a 24-hour institutional setting where you were responsible for the care and custody of others that are not already included in your job application (such as correctional facilities, juvenile facilities, or residential treatment centers)? If so, provide the name of each institution, your job title(s), and dates of employment.07Have you ever initiated or engaged in a sexual assault and/or sexual abuse in prison, jail, lockup, community confinement facility, juvenile facility or other institutions?YesNo08Have you ever been the subject of an investigation for engaging, or attempting to engage in sexual activity in the community facilitated by force, overt or implied threats of force, or coercion, or if the victim did not consent or was unable to consent or refuse?YesNo09Have you ever been disciplined, terminated, or resigned in lieu of an employment action surrounding allegations of sexual harassment, sexual abuse, or assault?YesNo10Have you ever been civilly or administratively adjudicated to have engaged in the activity described in the prior questions above related to sexual abuse or sexual activity?YesNo11If you responded "Yes" to the any of the four preceding questions, please describe each incident, including dates and locations. Required Question