IT Support Analyst

Office of Information Technology Services (OITS)

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.

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: $20.13 - $26.23/hour

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

Position Summary:

We are seeking an experienced IT Support Analyst to join our Chief Experience Officer (CXO) team. The Analyst will provide a wide range of technical support to end-users across multiple agencies, each with its own technology needs and operational requirements. The role involves troubleshooting and resolving issues related to agency-supported devices, user accounts, software installations, connectivity, and more. The Analyst will be responsible for both remote and onsite support, ensuring optimal performance and user satisfaction.

Key Responsibilities:

• Provide day-to-day technical support for a variety of hardware and software systems.
• Troubleshoot and resolve issues with agency-supported devices, including desktops, laptops, printers, and mobile devices.
• Manage user account creation, configuration, and setup.
• Support on-premises and remote connectivity to OITS-managed resources.
• Maintain and update printers hosted on print servers and support peripheral devices.
• Assist with software installations, device replacements, and deployments.
• Address problems related to MS Office, DHCP, and device security.
• Create and maintain agency-specific documentation for application support and business processes.
• Respond to and diagnose problems through user discussions, including troubleshooting, fault rectification, and problem escalation.
• Provide effective and timely resolution of user problems, queries, or complaints.
• Evaluate and recommend hardware and software upgrades or improvements to IT infrastructure.
• Acquire, install, configure, and maintain office IT technology, including multi-user computers, peripherals, audio/video equipment, and LAN components.
• Analyze and evaluate technology products for affordability, compatibility, and ease of use/support.
• Ensure uptime, performance, resource availability, and security of PCs within budget and operational guidelines.
• Plan for and respond to service outages and other technical issues.
• Automate routine tasks using scripting and develop basic programs to enhance technology systems.

Education:

• High School Diploma/GED or completion of a technical school program in information technology or a relevant field.

Experience:

• Minimum 1 year of experience in installing, upgrading, and troubleshooting hardware and software, including desktops, laptops, printers, and mobile devices.
• Strong understanding of computer hardware, software, and operating systems.
• Ability to work independently and collaboratively as part of a team.

Preferred Qualifications:

• 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.

Technical Skills:

• 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.

Preferred Technical Skills:

• 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.

Certifications:

• Preferred vendor-neutral certifications such as CompTIA A , CompTIA Network , CompTIA Security or equivalent.
• Preferred vendor-specific certifications such as Microsoft certifications.

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.

Visit the Employee Benefits page for more information…

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.
• Inside your Job Application upload these documents:

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.

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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)

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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.