Technical Support Analyst I

Overview

Make a positive impact on the community by joining the Johnson County Park and Recreation District team and help us enhance the lives of thousands through excellence in parks, recreation, culture, education, and public service. As a JCPRD employee, you'll be part of a locally, regionally, and nationally acclaimed organization that annually hosts nearly 7 million park visitors and engages nearly 3 million participants in 4,000 programs. With excellent benefits, retirement plans, employee incentives, and a great organizational culture, JCPRD is building a thriving park and recreation system that inspires play, culture, and education, supporting healthy and fulfilling lives for all. Come work where you play! 

Job Description

The following Core Competencies apply to everyone and are essential to all JCPRD jobs: 

• Accountability – Follows-up on and meets commitments, takes ownership for work, and possesses a strong ability to stay focused on individual, department, and County results.
• Communication – Clearly and effectively expresses ideas and thoughts (verbally and in writing); listens actively.
• Customer Focus & Public Relations – Builds positive internal and external customer relationships; is committed to customer satisfaction; assumes responsibility for solving customer problems and ensures commitments to customers are met.
• Initiative – Independently acts to resolve problems and provide solutions; seeks out new responsibilities; generates new ideas; practices self-development.
• Safety – Understands and supports safety standards as required by the job; keeps the workplace clean and safe.
• Teamwork– Encourages and facilitates cooperation, pride, and trust among the team; fosters commitment and team spirit; works cooperatively with others to achieve overall goals.

Essential Duties:

• Provide timely and professional help desk support for user inquiries, technical issues, and service requests related to hardware, software, networking, and IT systems, ensuring optimal system performance and user satisfaction.
• How problems.
• Manage support requests via a ticketing system, ensuring accurate documentation, assigning priority levels, and providing progress updates.
• Escalate complex or unresolved issues to higher-level support teams, ensuring smooth transitions and timely resolution.
• Engage with users empathetically to understand their concerns, provide clear solutions, and offer follow-up to confirm issue resolution.
• Deliver exceptional customer service, including after-hours on-call support.
• Install, configure, and set up new hardware and software for users, ensuring seamless integration and functionality.
• Assist with user account access, ensuring proper permissions and providing clear login instructions.
• Perform routine maintenance, including software updates and security patches, and document all changes.
• Diagnose and replace faulty hardware components to maintain system performance and minimize downtime.
• Ensure new hardware and software are vetted and approved for employee use; report security incidents promptly.
• Educate users on IT security best practices and address security concerns during support interactions.
• Provide training and guidance on IT systems, software applications, and troubleshooting techniques.
• Develop and maintain user manuals, troubleshooting guides, and knowledge base articles.
• Collaborate with cross-functional IT teams to resolve complex technical issues and share insights.
• Support IT projects such as system upgrades, software deployments, and infrastructure migrations.

Job Requirements

Minimum Job Requirements:

• High school diploma and customer service experience.
• Requires a KS/MO driver’s license.

Preferred Job Requirements:

• High school diploma or equivalent 
• Two years’ IT experience and customer service experience.

Education/Experience Substitutions:

Education may be substituted for experience.

Experience may be substituted for degree.

Physical, Environmental, and Special Working Conditions:

• All employees may be called upon to assist other departments in an emergency.
• The position requires on-call support duties and participation in and on-call rotation.
• The position will be required to lift or carry weights in the range of up to 50 pounds.
• The position is essential for weather and may be required to report to work during periods of inclement weather.
• Travel is required approximately 25% of the time to support business units; travel is primarily local during the business day with occasional travel to participate in conferences.

JCPRD requires reference/background screening for all positions.  Specified criteria may vary by Department.