Information Resource Specialist - Office of Judicial Administration

Kansas Judicial Branch•Topeka, KS

2d•$30 - $33•Hybrid

About The Position

This position provides helpdesk and functional support within the Kansas Judicial Branch Information Technology environment, assisting court staff and other authorized users with court management systems, electronic filing systems, and related applications. The position provides day-to-day user assistance, troubleshooting, issue resolution, training, and functional support. Responsibilities include researching and resolving system and process issues, documenting problems and solutions, testing system changes, assisting with system implementations and enhancements, and working with technical staff and business stakeholders to ensure issues are appropriately addressed. The position also assists in identifying opportunities to improve system functionality, user processes, and support resources.

Requirements

High school diploma or equivalent required.
Experience providing technical support, helpdesk assistance, customer service, application support, or working with information technology systems is preferred.
Equivalent combinations of education and relevant experience may be considered.

Nice To Haves

Ability to provide professional, courteous, and effective assistance to users with varying levels of technical knowledge.
Ability to troubleshoot problems, identify potential causes, and determine appropriate solutions or next steps.
Ability to research unfamiliar issues and use available resources to identify solutions.
Ability to document issues, troubleshooting steps, resolutions, and user guidance accurately and clearly.
Strong attention to detail and commitment to providing accurate and dependable support.
Ability to work independently while also functioning effectively as part of a team.
Willingness and ability to learn new technologies, system functionality, and court processes as systems and business needs evolve.
May travel within the state and may assist in the coordination and installation of equipment and training materials.

Responsibilities

Provide timely and professional helpdesk support to court users and other authorized stakeholders regarding case management, electronic filing, and related court technology systems.
Troubleshoot user issues, determine the cause of problems, and provide appropriate solutions.
Research reported issues using available system information, documentation, and resources and escalate issues to technical staff or other appropriate personnel when necessary.
Assist users in understanding and appropriately using system functionality and established business processes.
Document reported issues, troubleshooting steps, resolutions, and other relevant information to support a knowledge base and improve future service.
Assist with testing system enhancements, corrections, integrations, and new functionality by developing and executing test scenarios and documenting results.
Assist with system implementations, upgrades, and statewide rollouts by performing testing, preparing user information, providing support, and helping identify implementation issues.
Develop and maintain user guides, frequently asked questions, procedures, training materials, and other support documentation.
Provide training and guidance to users on system functionality, procedures, and new or changed features.
Work collaboratively with technical staff, court personnel, vendors, and other stakeholders to research and resolve system issues.
Follow established procedures and exercise sound judgment when responding to user issues, seeking guidance or escalating matters when issues are outside established procedures or require additional technical or business expertise.
Assist in identifying opportunities to improve user support, system processes, documentation, and overall system functionality.
Maintain a working knowledge of court processes, case management system functionality, electronic filing processes, and related court technology.
Perform additional duties and special projects as needed to support the Kansas Judicial Branch's case management and electronic filing systems.