IT Support Analyst Supervisor

Office of Information Technology Services (OITS)

IT Support Analyst Supervisor

Our employees are our most valuable resource, pivotal to our success. OITS is dedicated to fostering a work environment that values work-life balance. With the state’s generous paid time off, including holidays, this ensures our employees have the time they need to rejuvenate. We actively support our team's professional growth through tuition and certification reimbursement, empowering them to pursue their career aspirations. With sample opportunities for continued learning, we prioritize career and leadership development and mentorship. OITS is a great place to work, come join our team!

Verification of identity and employment eligibility to work in the United States is required by federal law. For a list of acceptable documents that establish these criteria, please refer to the federal Form I-9. OITS does not provide sponsorships for this position.

E-Verify: The Office of Information Technology Services (OITS) participates in E-Verify and will provide the federal government with your I-9 information to confirm that you are authorized to work in the U.S. For additional information regarding E-Verify, please click here. For additional information regarding Immigrant and Employee Rights (IER) please click here.

Office of Information Technology Services

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 STAR Program
• Retirement and deferred compensation programs
• This benefits package represents additional annual compensation.

Recruiter Contact Information:

• Name: Brenda Cripps
• Email: OITS_Recruitment@ks.gov
• Mailing Address: 900 SW Jackson St, Room 803, Topeka, KS 66612

Required documents for this application to be complete:

• On the My Job Applications page, verify these documents are present and valid. Upload or delete and upload new if needed.
  • DD214 (if you are claiming Veteran’s Preference)
• Inside your Job Application upload these documents:
  • Resume (or choose existing if you have one)
  • Cover Letter

Helpful Resources at jobs.ks.gov: “How, What, & Where do I Upload Documents.”

Job Application Process:

• First Sign in or register as a New User
• Complete or update your contact information on the:
  • Careers> My Contact Information page
  • NOTE: This information is included on all your job applications
• Upload required documents listed above for the Careers> My Job Applications page
  • NOTE: This information is included on all your job applications
• Start your draft job application, upload other required documents, and submit when it is complete.
  • Manage your draft and submitted applications on the Careers> My Job Applications page.
• Check your email and My Job Notifications for written communications from the Recruiter
  • Email – sent to the Preferred email on the My Contact Information page
  • Notifications – view the Careers> My Job Notifications page

Helpful Resources at jobs.ks.gov: “How to Apply for a Job – Instructions” and “How to Search for a Job – Instructions."

How to Claim Veterans Preference

Veterans' Preference Eligible (VPE): Former military personnel or their spouse that have been verified as a "veteran"; under K.S.A. 73-201 will receive an interview if they meet the minimum competency factors of the position. The veterans' preference laws do not guarantee the veteran a job. Positions are filled with the best qualified candidate as determine by the hiring manager.

How to Claim Disability Hiring Preference

Applicants that have physical, cognitive and/or mental disabilities may claim an employment preference when applying for positions. If they are qualified to meet the performance standards of the position, with or without a reasonable accommodation, they will receive an interview for the position. The preference does not guarantee an applicant the job, as positions are filled with the best qualified candidate as determined by the hiring manager.

Learn more about claiming Disability Hiring Preference:

Disability Hiring Preference | Kansas Department of Administration (ks.gov)

Equal Employment Opportunity

The State of Kansas is an Equal Opportunity Employer. We value diversity, equity, and inclusion as essential elements that create and foster a welcoming workplace. All qualified persons will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, political affiliation, disability, or any other factor unrelated to the essential functions of the job.

If you wish to identify yourself as a qualified person with a disability under the Americans with Disabilities Act and would like to request an accommodation, please address the request to the agency recruiter.