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 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: AnyoneClassified/Unclassified Service: UnclassifiedFull/Part-time: ¿Full-timeRegular/Temporary: ¿RegularEligible to Receive Benefits: ¿YesVeterans’ Preference Eligible: Yes Compensation:

Annual Salary/Hourly Rate: $20.00-$24.00/hour Note: Salary can vary 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. This position serves as the first point of contact for IT support, delivering prompt and professional technical assistance to employees, partners, and affiliates. The IT Helpdesk Analyst will support hardware and software issues, troubleshoot technical problems, and help maintain efficient IT operations across state agencies.

In this role, you will represent the IT department with professionalism and a customer-first mindset, ensuring high-quality service and timely resolution of issues. The position also participates in a standby rotation to provide after-hours, or emergency support as needed.

Key Responsibilities:

• Respond to incoming support requests via phone or ticketing system; diagnose and resolve issues or escalate when appropriate
  
• Provide end-user support for enterprise and agency-specific applications, including Microsoft 365 (Outlook, Word, Excel, OneDrive), Cisco VPN, Webex, Adobe, CoreFTP, and various third-party tools
  
• Manage user accounts: perform password resets, troubleshoot logon issues (remote and on-site), and make basic changes in Active Directory
  
• Install, configure, and troubleshoot software applications and system updates
  
• Diagnosing hardware problems and performance upgrades (BIOS, drivers, firmware)
  
• Monitor support queues and ticketing system to ensure timely follow-up and resolution
  
• Image and reimage devices; manage offboarding processes for returned equipment
  
• Accurately log and categorize support tickets and contribute to internal knowledge base
  
• Provide basic training and guidance to end-users on IT tools and best practices
  

Required Skills:

• Strong communication and customer service skills, with the ability to clearly explain technical concepts to non-technical users
  
• Effective problem-solving and troubleshooting abilities, with high attention to detail
  
• Ability to work independently and collaboratively within a team environment
  
• Proficient in documenting support activities, solutions, and procedures for knowledge base articles
  

Minimum Qualifications:

• High School Diploma/GED or completion of a technical school program in information technology or a relevant field.
  
• Experience using help desk ticketing systems and familiarity with IT service management processes (e.g., ITIL)
  
• One year hands-on experience installing, upgrading, and troubleshooting commonly used hardware (e.g., desktops, laptops, printers) and software (e.g., Microsoft Office, antivirus tools)
  
• Solid understanding of computer hardware, software, and operating systems (e.g., Windows, macOS, etc.)
  

Necessary Special Requirements: Ability to obtain and retain an OITS Security and KCJIS clearances are the requirements 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 CrippsEmail: OITS_Recruitment@ks.govMailing 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.â€Â¿ 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 determined 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 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.