IT Support Analyst Supervisor - MUST BE LOCAL TO TOPEKA KS

About the Position:

• Who can apply: Anyone

• Classified/Unclassified Service: Unclassified

• Full/Part-time: Full Time

• Regular/Temporary: Regular

• Eligible to Receive Benefits: Yes

• Veterans Preference Eligible: Yes

Compensation:

• Annual Salary/Hourly Rate: $59,513-$68,439

Note: Salary can vary depending upon education, experience, or qualifications.

Position Summary:

The IT Support Analyst Supervisor will be in the Office of Information Technology Services (OITS) and be part of the Chief Experience Officer (CXO) team reporting directly to the IT Support Manager. This Supervisor will be responsible for providing day-to-day technical support to employees for a range of hardware and software related systems. Responds to and diagnoses problems through discussion with users, which includes troubleshooting, fault rectification and problem escalation. Provides effective and timely resolution of users problems, queries or complaints. Assists in hardware and software evaluation and recommends upgrades or improvements to IT infrastructure. Supervises a team including managing daily operations, implementing IT projects, and ensuring the seamless functioning of IT services. Ensure compliance with regulatory requirements, IT security policies, and best practices.

Key Responsibilities:

• Managing daily operations, implementing IT projects, and ensuring the seamless functioning of IT services Ensure compliance with regulatory requirements, IT security policies, and best practices.

• Meeting end user needs by ensuring the uptime, performance, resource availability, and security of the PCs managed within established budgets and operational guidelines.

• Address employee concerns and foster a positive work environment.

• Develop and implement training programs to enhance team capabilities and support ongoing professional growth.

• Acquisition, installation, configuration, and maintenance of local office IT technology and related software including multi-user computers and peripherals, personal computing (PC) devices and peripherals, audio/video equipment, and the local area network (LAN).

• Analyzing and evaluating technology products available in the marketplace for affordability, compatibility, expandability, and ease of use/support.

• Ability to explain and resolve issues in a professional manner and in a way that the business user and stakeholders can understand fully (no techno-jargon).

• Respond to stakeholder questions and issues to ensure that stakeholder issues are being addressed. Ability to explain and resolve issues in a professional manner and in a way that the Business user can understand and comprehend. Take ownership of reported issues and update stakeholders until the issue has been resolved.

• Cultivate and maintain critical relationships with executives, end users, IT leadership and vendors.

• Projects: Provide technical input and assistance.

• Create required documentation and reports for projects.

• Maintain project timeframes, objectives and communications related to technical tasks assigned.

• Assists other employees in the work unit in accomplishing assignments as necessary.

• Evaluate and Improve performance: Use various metrics and indicators, to assess the team members and customer satisfaction and identify any gaps or weaknesses that need to be addressed.

Required Skills:

• Knowledge of ITSM and ITIL Foundation including incident management, system support, policy and procedure development, and problem management processes.

• Experience in training staff on operational procedures and troubleshooting techniques.

• Leadership experience in supervising staff in an IT support environment

• Extensive knowledge and experience using and supporting MS Windows Operating Systems, Office products, configuring and troubleshooting PC hardware and network configurations

• An understanding of team dynamics and team experiences is essential including what factors make a team work well and what can go wrong. Must work well in a team.

• Experience with gathering and analyzing metrics to benchmark the end user device support team workload/performance and identify trends and issues

• Highly collaborative with great diplomacy, analytical, and organizational skills.

• Excellent written, oral, interpersonal, and presentation skills with the ability to effectively communicate and work collaboratively with Agency technical teams as well as Agency leadership and business unit management.

• Critical thinking skills, using logic and reasoning to identify strengths and weaknesses to seek alternative solutions, conclusions, and approaches to problems.

• Ability to communicate technical topics to a non-technical audience and vice-versa, through presentations, reports, facilitations, etc.

Minimum Qualifications:

Experience:

• 2-3 years working experience in a related IT role or position

• experience in a lead or supervisory role

• Proven leadership skills with the ability to mentor and guide team members, fostering a culture of collaboration and knowledge

Education:

• Bachelor s degree in computer science, Information Technology, or a related field

• ITIL v4 Foundations required one year within employment

• A combination of education, training, and experience may be substituted when competency in the role is demonstrated

Ability to obtain and retain an OITS Security Clearance is a requirement of employment and continued employment. Ability to obtain and retain a Kansas KCJIS Security Clearance is a requirement of employment and continued employment. Ability to obtain a valid Kansas Certificate of Tax Clearance is required.

Necessary Special Requirements: Ability to obtain and retain an OITS Security and KCJIS clearances are requirement of employment and continued employment.

Disclaimer: Due to security requirements related to system access, the following will result in disqualification for this position: Felony Convictions, Felony Deferred Adjudication, Class A Misdemeanor Deferred Adjudication, Class B Misdemeanor Convictions less than 10 years, an Open Arrest for Any Criminal Offense (Felony or Misdemeanor).

Employment Benefits:

In addition to the starting salary, the State of Kansas offers a significant benefits package that is available the first day of employment. All benefits eligible, full-time employees may elect to enroll in:

• 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

• Retirement and deferred compensation programs

*This benefits package represents additional annual compensation.