IT Helpdesk Analyst I

Position Overview

This role is for an IT Helpdesk Analyst I within the Office of Judicial Administration in Topeka, Kansas. It is a hands-on technical support position serving judicial officers and staff at the Kansas Judicial Center. Support is delivered through phone, email, and in-person assistance, with a strong emphasis on solving everyday desktop and device issues, maintaining equipment, and helping users get up to speed with common technologies.

The position is graded at 37 and reports to the IT Support Manager, while daily work is coordinated by the PC Support Coordinator.

Location and Work Pattern

The job is based at the Office of Judicial Administration in Topeka, KS 66612. Most work is performed on site, although hybrid flexibility may be allowed when approved or required. The schedule also includes a rotating weekend support arrangement to maintain coverage and system availability.

Compensation

Pay starts at $29.80 per hour and increases to $32.89 per hour after one year.

Key Duties

The role centers on first-level technical support, device troubleshooting, workstation setup, maintenance, and end-user training. It also includes documenting solutions, helping evaluate technology purchases, and supporting equipment deployment and continuity planning.

Responsibilities

• Deliver frontline support for desktops, laptops, printers, scanners, copiers, audiovisual tools, desk phones, and mobile phones.
• Handle technical requests received in person, by phone, or through digital channels, and resolve them or escalate when needed.
• Record user issues and the steps taken to solve them so the information can be added to support documentation and knowledge resources.
• Provide courteous, efficient, and professional customer service while working through end-user problems.
• Set up, configure, upgrade, move, and repair workstations and related peripherals.
• Carry out routine maintenance and software or device updates.
• Prepare equipment for new employees and assist with transfers of devices and assets.
• Assess, test, and suggest hardware and software options, including possible improvements or replacements.
• Review existing technology and recommend ways to improve performance or replace outdated tools.
• Give basic guidance and informal instruction to users on supported hardware, software, and everyday office technology.
• Support individuals or small groups with basic IT usage and troubleshooting.
• Create and maintain documentation of common issues, fixes, and support procedures for service desk and knowledge base use.
• Take part in technology procurement by checking products for compatibility, ease of use, cost, and support requirements.
• Help receive, prepare, deploy, and track IT equipment according to established standards.
• Contribute to outage response planning and disaster recovery preparedness.
• Work both independently and collaboratively while communicating technical concepts clearly to nontechnical users.

Requirements

• High school diploma or GED, or equivalent work experience in place of the formal education requirement; alternatively, completion of a technical school program in information technology or a related field.
• At least 1 year of professional experience installing, upgrading, and troubleshooting common hardware and software such as desktops, laptops, printers, and mobile devices.
• Working knowledge of computer hardware, software, and operating systems.
• Ability to work effectively on your own as well as within a team.
• Strong verbal and written communication skills, including the ability to explain technical issues in simple terms.
• Good understanding of system configuration, imaging, and device deployment.
• Preferred: 2 or more years of experience supporting users in a distributed or enterprise computing environment.
• Preferred: Experience training or guiding users on IT systems and software.
• Preferred: Experience writing technical support documentation and internal knowledge base articles.
• Preferred: Familiarity with help desk ticketing tools and IT service management frameworks such as ITIL.
• Preferred: Knowledge of the Kansas Judicial Branch or a similar public-sector environment.
• Preferred: Ability to communicate effectively with court officials, employees, agency representatives, and the public in both formal and informal settings.
• Preferred: Ability to build and maintain professional working relationships while representing the Office of Judicial Administration.

Additional Information

Position number: K0075703.

The employer provides benefits through the Kansas Judicial Branch Benefits State Employment Center.

Applicants are considered until the position is filled.

Reasonable accommodations are available during the hiring process under the Americans with Disabilities Act. Requesting an accommodation will not reduce employment consideration. Accommodation requests may be made by email at [email protected] or by TDD through the Kansas Relay Center at 800-766-3777 or 711.

The Kansas Judicial Branch is an equal employment opportunity and affirmative action employer.

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