IT Support Analyst

State of Kansas•Shawnee, KS

33d•$20 - $26•Onsite

About The Position

The Office of the Chief Experience Officer (CXO) is seeking a proactive and customer-oriented IT Support Analyst to provide technical support to end-users across multiple state agencies. This role involves on-site support addressing a wide range of issues related to hardware, software, user accounts, and connectivity. The ideal candidate will be skilled in troubleshooting, device configuration, and application support, with the ability to adapt to the unique technology needs of different agency environments. Responsibilities include resolving technical issues, managing user setups, supporting device deployments, and maintaining system documentation. This position plays a key role in ensuring reliable IT operations and delivering a positive user experience.

Requirements

Strong understanding of computer hardware, software, and operating systems.
Strong communication and customer service skills with the ability to explain technical concepts to non-technical users.
Proficiency in problem-solving with a keen attention to detail.
Ability to work independently and collaboratively as part of a team.
High School Diploma/GED or completion of a technical school program in information technology or a relevant field.
Minimum one (1) year of experience in installing, upgrading, and troubleshooting hardware and software, including desktops, laptops, printers, and mobile devices.

Nice To Haves

Experience providing basic training and guidance to end-users on IT systems and software usage.
Ability to document support activities, solutions, and procedures for knowledge base articles.
Experience with help desk ticketing systems and IT service management processes (e.g., ITIL).
Familiarity with basic networking concepts and protocols such as TCP/IP, DNS, and DHCP.
Advanced technical support experience and guidance to team members.
Vendor-neutral certifications such as CompTIA A+, CompTIA Network+, CompTIA Security+ or equivalent.
Vendor-specific certifications such as Microsoft certifications.

Responsibilities

Provide daily technical support for hardware, software, and peripheral systems, including desktops, laptops, mobile devices, printers, and audio/video equipment.
Troubleshoot and resolve issues related to devices, connectivity, software applications (e.g., MS Office), DHCP, and endpoint security.
Manage user account creation, configuration, and setup for new and existing staff.
Support both on-site and remote access to OITS-managed networks and resources.
Install, configure, and maintain IT equipment and peripherals; assist with device replacements and software deployments.
Maintain and update networked printers and print server configurations.
Develop and maintain agency-specific documentation for applications, configurations, and business processes.
Provide prompt and effective responses to user inquiries, technical problems, and service requests; escalate issues as necessary.
Evaluate and recommend hardware and software upgrades or enhancements based on performance, cost, and supportability.
Analyze technology products for compatibility, ease of use, and affordability to support agency operations.
Monitor and maintain the performance, security, and availability of IT systems in alignment with operational and budgetary guidelines.
Plan for and respond to service disruptions, outages, and other technical incidents.
Automate routine support tasks through scripting and develop basic programs to improve system efficiency and reliability.

Benefits

Comprehensive medical, mental, dental, vision, and additional coverage
Sick & Vacation leave
Work-Life Balance programs: parental leave, military leave, jury leave, funeral leave
Paid State Holidays
Employee discounts with the STAR Program
Retirement and deferred compensation programs

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