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Position number :                     K0184883

Location of Employment:      Office of Judicial Administration, Topeka, KS

Position Title and Salary :       IT Support Analyst I, grade 37, $28.78 hourly, $59,863.44 annual

Kansas Judicial Branch Benefits State Employment Center - Benefits (ks.gov) (https://admin.ks.gov/services/state-employment-center/benefits)

Job Duties: This is a technical support position providing end-user support services primarily for all judicial officers and staff located in the Kansas Judicial Center in Topeka, Kansas, via telephone, email, and in-person. The role focuses on day-to-day end-user support, hardware and software troubleshooting, workstation setup, equipment maintenance, and user training. Work is performed under the general supervision of the IT Support Manager, with day-to-day direction and task coordination provided by the PC Support Coordinator.

Work Schedule & Location: This position requires on-site presence the majority of the workweek, with the potential for hybrid flexibility as approved or required. The role also includes participation in a rotating schedule for weekend support to ensure coverage and system availability.

Primary Responsibilities:

End User Support

+ Provide first-line support for desktop and mobile technologies including PCs, laptops, printers, scanners, copiers, AV equipment, landlines, and cell phones.

+ Respond to technical issues in person, via phone, or digital means, diagnosing problems and resolving or escalating as appropriate.

+ Document user problems and resolution steps to contribute to the knowledge base.

+ Deliver exceptional customer service while resolving end-user issues efficiently and professionally.

Hardware and Software Management

+ Install, configure, upgrade, relocate, and repair workstations and peripherals.

+ Perform routine maintenance and updates on devices and software.

+ Coordinate device setup for new employees and assist with equipment transfers.

+ Evaluate, test, and recommend hardware/software solutions and improvements.

+ Analyze current technologies and provide recommendations for improvement or replacement.

Training and Documentation

+ Assist in delivering technical training sessions for court employees.

+ Provide one-on-one or small group guidance on basic IT usage and troubleshooting.

+ Contribute to documentation and user guides to help streamline support requests.

Additional Technical Duties

+ Participate in IT procurement processes by evaluating technology products for compatibility, usability, cost, and supportability.

+ Assist with the acquisition and deployment of IT assets in compliance with established standards and budgets.

+ Assist in planning for and responding to technology outages or failures, including disaster recovery readiness.

Required Education and Experience

+ High School Diploma or GED (Education requirement can be substituted with equivalent work experience)

• OR –

Completion of a technical school program in Information Technology or a closely related field

+ Minimum of 1 year of professional experience installing, upgrading, and troubleshooting common hardware and software (e.g., desktops, laptops, printers, mobile devices).

+ Demonstrated understanding of computer hardware, software, and operating systems.

+ Proven ability to work both independently and as part of a collaborative team.

+ Strong communication and customer service skills with the ability to explain technical issues in plain language.

+ Solid understanding of system configuration, imaging, and device deployment.

Preferred Education and Experience

+ 2 or more years advising and assisting users in a distributed or enterprise computing environment.

+ Experience providing basic training or guidance to end users on IT systems and software.

+ Experience documenting technical support processes and creating internal knowledge base articles.

+ Familiarity with help desk ticketing systems and IT service management frameworks (e.g., ITIL).

+ Knowledge of the organization, structure, and purpose of the Kansas Judicial Branch or a similar public sector environment.

+ Ability to communicate clearly and effectively with court officials and employees, other agency representatives, and the public in person or by telephone.

+ Ability to establish and maintain professional working relationships and to converse with court officials, employees, and the public in formal and informal settings as a representative of the Office of Judicial Administration.

Applications will be accepted until: Open until filled.

The Americans with Disabilities Act ensures your right to reasonable accommodations during the employment process.  A request for accommodation will not affect your opportunities for employment with the Judicial Branch.  If you wish to request an ADA accommodation, please contact [email protected] or by TDD through the Kansas Relay Center at 800-766-3777 or 711.

THE KANSAS JUDICIAL BRANCH IS AN EEO / AA EMPLOYER

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