IT Client Support Specialist 3 (PCN 10-4122)

Job DescriptionThe Department of Natural Resources, Division of Oil & Gas, is recruiting for an IT Client Support Specialist 3 in Anchorage.This position is open to Alaska Residents only. Please check our residency definition to determine if you qualify.What You Will Be Doing: The Division of Oil & Gas is seeking a motivated and detail-oriented IT Customer Support Specialist to perform a variety of line-of-business computer-related duties. Under general supervision, this position is primarily responsible for the deployment and maintenance of line-of-business Windows servers serving multiple roles; software deployment; application support; backup & recovery; printer management; hardware inventory; and other desktop-related duties. NOTE: This position does not perform significant networking or security specialist duties.Mission And Values/Culture: The Department of Natural Resources’ mission is to ‘Develop, conserve and maximize the use of Alaska's natural resources consistent with the public interest.’ The Division of Oil & Gas’s role in that mission is to fairly and responsibly manage the state’s lands for oil, gas, and geothermal exploration for the greatest benefit of all Alaskans. This position is part of an IT team whose goal is to provide customer-focused technology resources, applications, and solutions that align with department and state strategic initiatives.Benefits Of Joining Our Team: Working within the IT section offers the opportunity to develop the skills needed to become a proficient computer specialist. Training is available through State resources and partners to advance both personal and professional development. Work schedules are generally flexible with the opportunity for alternate work schedules and teleworking.The workplace is conveniently located in beautiful downtown Anchorage near stores and restaurants. An office with an adjustable desk is provided on the 8th floor of the Atwood Building, where all DOG staff are easily accessible. Free parking is available nearby, both covered and uncovered.You will be an integral part of the IT support team and also work with a larger team composed of highly skilled professionals, including engineers, lawyers, geologists, accountants, commercial analysts, lease experts, permitting experts, and more.The Working Environment You Can Expect: This position works within the Atwood Building, which houses multiple state agencies in downtown Anchorage at 550 W. 7th Ave. The work shift is flexible within the Division's normal business hours. A typical workday will involve working both independently and alongside other team members. Work tasks are self-assigned via a ticketing system or assigned by a supervisor, with priorities being set by Division management.We are looking for a candidate who possesses the following position-specific competencies. Computers: Knowledge of circuit boards, processors, chips, and computer hardware and software, including applications and programming.Information Systems/Network Security: Knowledge of methods, tools, and procedures, including development of information security plans, to prevent information systems vulnerabilities, and provide or restore security of information systems and network services.Click here to learn more about working for the Division of Oil & Gas. 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 Description The 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 instead of specific tasks and are only used as parameters and guidelines. A competency’s description is not intended to exclusively define every KSA, task, and behavior needed to meet the competency successfully, but rather to provide the manager/agency with a broad reference of options for how an applicant can meet the job expectation.Minimum QualificationsAny 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 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 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 Information Please read the information below carefully. ** At The Time Of The Interview, please Ensure That You Provide The Following Materials. Failure To Do So May Result In Loss Of Consideration. Required Documents Include:Technical writing sample - see below for instructions.A copy of any document necessary to show proof of meeting this position’s minimum qualifications. This includes a copy of your college transcripts if you are using education to meet the position’s minimum qualifications.A list of three professional references with current contact information, one of which must be from a former or current supervisor.A copy of the last two performance evaluations while in an IT Support-related role.Application NoticeYou can ONLY apply for this position through the Workplace Alaska website or by submitting a paper application. Instructions for applying are available on the Workplace Alaska How to Apply webpage. Your application must be received by 5:00 p.m. Alaska Standard Time on the closing date.Technical Writing SampleIf invited to an interview, you will be required to provide at least 2 technical writing samples that you have created, such as user guides, troubleshooting instructions, knowledge-base articles, standard operating procedures, or technical emails demonstrating your ability to communicate technical information clearly and effectively.Supplemental QuestionsFor your application to be evaluated, you must answer the Supplemental Questions. The State of Alaska (SOA) uses four proficiency levels to measure and describe an applicant’s competence in applying specific behaviors, knowledge, skills, and abilities to accomplish a specific task. The four proficiency levels are Mastery, Fluency, Literacy, and Discovery. You must rate your proficiency level for each competency listed in the supplemental questions.EducationIf post-secondary education is required to meet the minimum qualifications, you must fill out the Education section of the application. If you have not yet obtained a degree, please indicate the units you have completed. Copies of transcripts are required to verify educational credentials if used to meet the minimum qualifications for a position.Special Instructions for Foreign EducationEducation completed at foreign colleges or universities may be used to meet the minimum qualifications listed above. If using this education to meet minimum qualification requirements, you must demonstrate that the credentials have been submitted to a private organization specializing in interpreting foreign educational credentials and that such education has been deemed at least equivalent to that gained in standard U.S. education programs. Alternatively, an accredited U.S. post-secondary institution must report that the other institution's transcript is given full value or that full value is recognized in relevant subject areas aligned with the post-secondary institution's curricula. It is your responsibility to provide this evidence when applying.Work ExperienceIf using work experience not already documented in your application, also provide the employer’s name, job title, employment dates, and whether full or part-time. Applications will be reviewed to determine whether the responses are supported and whether the minimum qualifications are met. If they are not, the applicant may not advance to the recruitment interview and selection phase.Note: Attaching a resume does not substitute for completing the application in full. Noting, "see resume" or any similar response on any portion of your application may lead to a determination that your application is incomplete and removal from consideration for this job posting.Bargaining UnitIf you are a current state employee, please indicate the union to which you belong at the time of application. Do not complete this question if you are not a current state employee. Please ensure your application (through work history, training, education, licenses, certifications, etc.) supports/demonstrates that you possess the minimum required competencies for the job class. EEO STATEMENTThe State of Alaska complies with Title I of the Americans with Disabilities Act (ADA). Individuals with disabilities who require accommodation, auxiliary aids or services, or alternative communication formats should call 1-800-587-0430 or (907) 465-4095 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 InformationIf you choose to be contacted by email, please ensure that your email address is correct on your application and that your spam filter will permit emails from the governmentjobs.com domain.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 in the Juneau area. Requests for information may also be emailed to recruitment.services@alaska.gov.For assistance with your password, please visit the password reset page.For specific information about this position, please get in touch with the hiring manager at the following:Matt PowersData Processing Manager 1Phone: 907-375-8243Email: matt.powers@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 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 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 year01Please 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.02Please 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.03Please rate your level of proficiency in Systems Integration: Knowledge of the principles, methods, and procedures for installing, integrating, and optimizing information systems components.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.04Please 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.05Please 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.06Please rate your level of proficiency in Information Systems/Network Security: Knowledge of methods, tools, and procedures, including development of information security plans, to prevent information systems vulnerabilities, and provide or restore security of information systems and network 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. Required Question