IT Support Analyst II - 10th Judicial District

Kansas Judicial Branch•Olathe, KS

1d•Onsite

About The Position

This is a second-tier technical support position responsible for advanced end-user support and coordination of IT operations within the Johnson County Courthouse. The IT Support Analyst II provides daily desktop, network, and application support, escalated troubleshooting, technology planning, and informal leadership to lower-tier support staff. The role also assists with infrastructure improvements, evaluates IT solutions, and serves as a liaison between the IT department and court personnel, ensuring that technical issues are resolved effectively and efficiently. This position is distinguished from the IT Support Analyst I by its increased responsibility in technical complexity, mentoring, and coordination duties, as well as a broader involvement in system administration, IT planning, and implementation. Work is performed under the supervision of the IT Support Manager and is reviewed through conferences, written notes, and based on results achieved. Work Schedule & Location: This position requires on-site presence at the Johnson County Courthouse in Olathe, KS. The role also includes participation in a rotating schedule for weekend support to ensure coverage and system availability.

Requirements

Associates degree in Computer Science, Information Technology, or a related field
At least 3 years of professional experience in hardware/software installation, troubleshooting, and user support in an enterprise or distributed computing environment
Demonstrated experience providing end-user training, documenting support procedures, and contributing to technical knowledge bases
Strong understanding of desktop computing hardware, operating systems, office productivity software, and mobile technologies
Experience with helpdesk/service management tools (e.g., ticketing systems, ITIL-based processes)
Some knowledge of the organization and purpose of the Kansas Judicial Branch.
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.
Ability to make oral presentations and provide training before a wide variety of groups.
Ability to prepare and present effective training in technical subject matter to court employees.
Thorough working knowledge of desktop computing technology. Ability to observe work environment and apply technology to improve processes and outputs.
Ability to troubleshoot and resolve user difficulties via phone or text.

Nice To Haves

Bachelor's degree or advanced certifications (e.g., CompTIA A+, Network+, Microsoft certifications)
Experience with patch management and endpoint security
Familiarity with basic networking protocols (TCP/IP, DNS, DHCP)
Scripting experience (PowerShell, Bash, or Python)
Experience in public sector or judicial branch environment
Experience troubleshooting Crestron AV-over-IP and Tesira Biamp audio systems

Responsibilities

Provide second-tier technical support for escalated incidents involving desktop hardware, software, printers, mobile devices, and AV systems.
Troubleshoot and resolve advanced technical issues both in-person and remotely.
Mentor and assist IT Support Analyst I personnel with issue diagnosis and resolution.
Respond to and resolve support tickets within defined service level timelines using helpdesk ticketing system.
Analyze and document problem trends and develop proactive solutions.
Support user account administration and basic security controls (Microsoft, Zoom, etc.).
Assist with end-user orientation and onboarding for new technology rollouts.
Serve as a knowledge resource for Tier I support staff.
Provide direct on-site technical support for virtual and hybrid events.
Install, configure, relocate, upgrade, and maintain end-user workstations and peripherals.
Manage software deployment, patching, and updates.
Perform hands-on diagnostics and hardware repair or coordinate with vendors when required.
Evaluate technology products for compatibility, cost-effectiveness, expandability, and ease of support.
Participate in or lead small IT projects or deployments within an assigned area.
Coordinate with vendors and internal teams for IT equipment and software implementation and repairs.
Support business continuity and recovery efforts including equipment readiness and technical planning.
Assist with livestreaming, video recording, and video conferencing needs as they arise