This Individual Position is Exempt from the Hiring Freeze. Qualified Applicants are Encouraged To Apply.
Welcome to the Department of Health!
We’d be delighted to have you join our team.
If you envision yourself in this role and are ready to start an exciting career with us, apply today!
This position is open to Alaskan Residents only.
Please check out the residency definition to determine if you qualify.
This position will be filled at either the 1 or 2 level, depending on the applicant's qualifications and job experience.
It is recommended, and you are encouraged to apply at any/all levels for which you qualify.
What You Will Be Doing:
As the IT Client Support Specialist, you will be the go-to technology champion for our department. You will directly support a vibrant community of 1500 department customers and several additional contractors. In this role, you'll be responsible for answering HelpDesk calls, troubleshooting Customer issues both remotely and in-person, setting up new machines and taking down old machines; migrating customer profiles; troubleshooting new applications and hardware with customers; and working with accounting staff to check in new assets from Dell with Data Analytics, as well as participating in the annual Department Refresh deployment.
Mission and Values/Culture:
Your mission as a Client Support Specialist 1/2 will be to provide superior customer service to the great people of the Department of Health (DOH) who assist Alaskan citizens with benefits and services to support happy and healthy lives. You will work primarily as the first point of contact for all our IT groups, including but not limited to: Network Services, Business Applications, Project Management, Tech Office, and the Department Security Office. Your work will be critical to the DOH mission as you will help provide the IT infrastructure capability to manage services in a secure and HIPAA-compliant manner.
Benefits of Joining Our Team:
DOH IT is a customer-focused organization that promotes an individual’s understanding of what delivers value to the customer, and how to effectively and efficiently apply time and resources to achieve that value. Our department is committed to providing educational tools for all IT employees and provides on-the-job training, both structured and unstructured online training, as well as more traditional training courses. There is an opportunity for career advancement through two paths: the technical path and the supervisory/management path.
The Working Environment You Can Expect:
This position will be in Midtown Anchorage, offering several restaurants, coffee shops, a library, and a park within walking distance.
DOH 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. We are customer-focused and project-oriented. The incumbent will work as a team leader in IT Customer Service and as a team member in a larger management team tasked with providing IT services to DOH.
Who We Are Looking For:
The ideal candidate will possess some or all of the following position-specific competencies in addition to the minimum qualifications listed below:
-
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.
-
Interpersonal Skills: Shows understanding, friendliness, courtesy, tact, empathy, concern, and politeness to others; develops and maintains effective relationships with others; may include effectively dealing with individuals who are difficult, hostile, or distressed; relates well to people from varied backgrounds and different situations; is sensitive to cultural diversity, race, gender, disabilities, and other individual differences.
-
Teamwork: Encourages and facilitates cooperation, pride, trust, and group identity; fosters commitment and team spirit; works with others to achieve goals.
Special Notice:
-
This position requires frequent travel (1 to 3 times a month) to remote areas of Alaska via small aircraft.
-
A background check will be required for this position.
To view the general description and example of duties for this job class, please go to the following link and search for IT Support Specialist 1/2: https://www.governmentjobs.com/careers/Alaska/classspecs
Competency-Based Minimum Qualifications Instructions
This 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 rather than 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.
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.
Minimum Qualifications:
IT Client Support Specialist 1
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.
-
Oral 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 presentations; listens to others, attends to nonverbal cues, and responds appropriately.
-
Reading: Understands and interprets written material, including technical material, rules, regulations, instructions, reports, charts, graphs, or tables; applies what is learned from written material to specific situations.
IT Client Support Specialist 2
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 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.
At the time of the interview, please provide the following:
-
Three (3) professional references whom we may contact by phone, one (1) of whom must be your current or most recent supervisor, if not already provided in the application.
-
Current performance evaluation, if available.
-
A copy of academic transcripts (unofficial are okay; please ensure that the institution name/URL is listed on the transcripts) is used to support that you meet the minimum qualification competencies.
Please read the information below carefully. This applies to your application submission.
SUPPLEMENTAL QUESTIONS
For your application to be evaluated, you must answer the Supplemental Questions. The State of Alaska uses four proficiency levels to measure and describe an applicant's level of competence in applying certain 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.
CLASSIFICATION STUDY
This position is currently undergoing review as a part of the IT job class study, and therefore, both the title and the pay range assigned may be subject to change upon the completion of the study.
FLEXIBLY STAFFED
This position is flexibly staffed. This vacancy may be filled at either the 1 or 2 levels, depending on the applicant's training and/or experience. The full range of salaries is listed above. Starting salary will be determined by the level of the position. If filled at a lower level, promotion to the higher level will only occur upon successful completion of the probationary period and required training, and the applicant meets the minimum qualifications of the higher job class and final approval by the supervisor. It is recommended and encouraged that you apply for any/all levels for which you qualify.
EDUCATION
To verify education is being used to meet and/or support the required minimum qualifications/competencies, 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 used to meet or support the minimum qualifications/competencies for a position and are required with each application. (Unofficial is okay; please ensure the institution/URL name is listed on the transcripts). Transcripts can be attached at the time of application or provided at the time of interview; if not, transcripts will be required before employment.
SPECIAL INSTRUCTIONS FOR FOREIGN EDUCATION
If education is completed in a foreign college or university, it 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 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. 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. The omission of the 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, employment dates, and whether you were working full-time or part-time. Applications will be reviewed to determine if the responses are supported and if minimum qualifications are 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 to which you are applying. If you have 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 minimum qualifications 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.
NOTE: Attaching a resume or curriculum vitae is not an alternative to filling out the application. 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.
The State of Alaska does not provide VISA Employer sponsorships.
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 apply successfully. 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
'governmentjobs.com' domains. For information on allowing emails from the
'governmentjobs.com' domains, visit the Lost Password Help page 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. 0. Box 110201, Juneau, AK 99811-0201. The State of Alaska is an equal-opportunity employer.
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 in the Juneau area. Requests for information may also be emailed to
[email protected].
For applicant password assistance, please visit https://www.governmentjobs.com/OnlineApplication/User/ResetPassword.For specific information in reference to the position, feel free to contact the hiring manager at:
Name/Title: John Wilkins, System Administrator 1
Phone: 907-891-5253
Email: [email protected] 