IT Helpdesk Analyst I - Office of Judicial Administration in Topeka, Kansas at Kansas Judicial Branch

Position number: K0075703
Location of Employment: Office of Judicial Administration, Topeka, KS 66612
Position Title and Salary: IT Helpdesk Analyst I, grade 37, $29.80 hourly, at one year $32.89 hourly.

Kansas Judicial Branch Benefits State Employment Center - Benefits (ks.gov)

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

• Provide basic end-user guidance and informal instruction on supported hardware, software, and common office technologies.
• Provide one-on-one or small group guidance on basic IT usage and troubleshooting.
• Document common issues, resolutions, and support procedures for use by the service desk and knowledge base teams.

Additional Technical Duties

• Participate in IT procurement processes by evaluating technology products for compatibility, usability, cost, and supportability.
• Assist with receiving, staging, deploying, and tracking IT equipment in accordance with established standards and procedures.
• 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 ada@kscourts.gov or by TDD through the Kansas Relay Center at 800-766-3777 or 711.

THE KANSAS JUDICIAL BRANCH IS AN EEO / AA EMPLOYER