IT Helpdesk 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 ample 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 This position is onsite Monday through Friday.

Compensation

Annual Salary/Hourly Rate: $20.00 - $24.00 / hour Note: Salary varies depending upon education, experience, or qualifications.

Position Summary

The Office of Information Technology Services (OITS) is seeking a dedicated IT Helpdesk Analyst to join our Service Desk team, providing day-to-day technical support and excellent customer service to employees, partners, and other affiliates. As the first point of contact for IT support, the IT Helpdesk Analyst will represent the IT department with professionalism and positivity, assisting with hardware and software issues, troubleshooting, and ensuring seamless IT operations.

The IT Helpdesk Analyst plays a crucial role in ensuring the delivery of high-quality IT services to all state agencies, while collaborating and resolving issues efficiently. The analyst will be part of a standby rotation to provide support as needed.

Key Responsibilities

Respond to incoming support calls, diagnose problems, and escalate issues when necessary. Provide client-side application and software troubleshooting for enterprise and agency-specific applications such as Microsoft O365 apps (Outlook, Word, Excel, OneDrive), Cisco VPN, Webex, Adobe, CoreFTP, and various 3rd party applications.

Manage user account password resets, account logon troubleshooting (remote and on-prem), and basic Active Directory modifications. Perform software, hardware, updates, and troubleshooting. Troubleshoot hardware issues and system upgrade issues, driver, and firmware updates. Monitoring phone queue and the ticketing system to ensure issues are resolved in a timely manner.

Image/reimage devices and manage user off-boarding device processes as needed. Log and categorize tickets following established help desk processes, while contributing to the knowledge base. Provide basic training and guidance to end-users on IT systems and usage.

Required Skills

Strong communication and customer service skills, with the ability to explain technical concepts to non-technical users. Familiarity with help desk ticketing systems and IT service management processes (e.g., ITIL). Ability to document support activities, solutions, and procedures for knowledge base articles. Experience installing, upgrading, and troubleshooting commonly used hardware and software.

Understanding of computer hardware, software, and operating systems . Ability to work well independently and as part of a team. Problem-solving and troubleshooting skills, with attention to detail.

Minimum Qualifications

High School Diploma/equivalent or completion of a technical school program in information technology or a relevant field. 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: [email protected] 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 PLEASE NOTE: The documentation verifying a person's eligibility for use of this preference should not be sent along with other application materials to the hiring agency but should be sent directly to OPS.

These documents should be scanned and emailed to [email protected] , or can be mailed/delivered in person to: ATTN: Disability Hiring Preference Coordinator Office of Personnel Services Docking State Office Building 915 SW Harrison Ave, Suite 260 Topeka, KS 66612 Equal Employment Opportunity The State of Kansas is an Equal Opportunity Employer.

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.