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Service Desk Analyst

Expired Job

Kansas Department Of Administration Shawnee , KS 66203

Posted 5 months ago

Job Description:

There are positions available working various shifts. Full-time and part-time with flexible hours.

The Service Desk Analyst provides a world class level of customer service to all employees, partners, and other affiliates as a single point of contact for end users to receive IT support and service. These positions serve as a representative of the IT department and must do so with professionalism, competence, and positivity.

Responsibilties include monitoring the Service Desk phone queue and the ticketing system, while properly noting, categorizing, and logging trouble tickets; owning all tickets to ensure every issue is resolved in a timely manner or escalated to higher level of technical support when necessary. Adherence to established procedures and security policies is a must and high confidentiality is required in accordance with the agencies' high standards and SLA's (Service Level Agreements) in place for each client.

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).

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required.

Non-Technical Skills:

  • Firm desire to consistently work as a vital part of the team with primary focus on customer service and teamwork.

  • Strong interpersonal skills.

  • Strong customer relationship skills.

  • Ability to demonstrate strong empathy and patience when dealing with frustrated customers.

  • Excellent listening skills with an ability to listen and explain solutions to non-technical users.

  • Ability to remain in contact with customer thru the completion of the incident.

  • Effective written and verbal communication skills in English.

  • Organized, detail oriented, and self-motivated.

  • Ability to work on multiple priorities and/or projects simultaneously.

  • Problem solving abilities and ability to meet reasonable deadlines.

  • Ability to provide and maintain detailed documentation of each job.

  • Willingness to develop professionally.

  • Quality work ethics and following the service desk personnel policies.

Technical Skills:

  • Experience in desktop support, IT concepts, and hardware/software troubleshooting.

  • Experience with Microsoft products preferred.

  • Experience with ServiceNow considered a plus.

  • Conceptual understanding of Active Directory forests, domains, sub-domains.

  • Understanding of various browsers.

  • Understanding of common 3rd party plug-ins (Java, Adobe Flash, Adobe Reader, etc.).

Education: High school diploma or GED required; Technical Certification, Associate's degree preferred. A combination of education, training, and experience may be substituted when competency in the role is demonstrated.

Salary: $27,040 - $35,360 (commensurate with experience)

We have positions that are unclassified, full time with benefits. We also have unclassified part-time positions without benefits. Positions are open until filled.

How To Apply:

Step 1: Register by completing the online Personal Data Form (Skip this step if you already have an Applicant ID number.)

Step 2: Complete the online State of Kansas Employment Application form and send to the Office of Information Technology Services.

Step 3: Send the Kansas Tax Clearance Certificate to dofapersonnel@ks.gov.

KANSAS TAX CLEARANCE CERTIFICATE REQUIRED: Each applicant applying for a State of Kansas job vacancy must obtain a valid and up to date Kansas Certificate of Tax Clearance by accessing the Kansas Department of Revenue's website. A Tax Clearance is a comprehensive tax account review to determine and ensure that an individual's account is compliant with all primary Kansas Tax Laws. A Tax Clearance expires every 90 days. All applicants, including current State employees, are responsible for submitting a valid and up to date certificate with all other application materials to the hiring agency. This is in accordance with Executive Order 2004-03. If you need assistance with the tax clearance, please contact 785-296-3199.

Failure to follow the instructions and submit all required documentation may affect your consideration for this position. If you have questions, please don't hesitate to call me.

Contact Information:

Kim Warren

Department of Administration Personnel Office
900 SW Jackson, Room 401-North

Topeka, KS 66612

Email: dofapersonnel@ks.gov

Phone: 785-296-4770

FAX: 785-368-6610

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. Additional VPE information can be found here.

Individuals with disabilities are encouraged to contact the agency recruiter if reasonable accommodations are needed for any part of the application or hiring process.

The Office of Information Technology Services is an Equal Opportunity Employer


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Service Desk Analyst

Expired Job

Kansas Department Of Administration