IT Helpdesk Analyst I - Office of Judicial Administration

Kansas Judicial Branch•Topeka, KS

6d•Hybrid

About The Position

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.

Requirements

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.

Nice To Haves

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.

Responsibilities

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.
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.
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.
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.