POSITION SUMMARY:

The KBI is accepting applications to fill a Support Analyst I.
As a Support Analyst I, you will be expected to provide support in a Computer Service Desk environment. This position is assigned to the Information Technology Division under the Administrative Branch of the KBI. The Computer Service Desk must be adequately staffed to cover three shifts and is operational 24x7x365.

EDUCATION

• High School diploma or Equivalent

MINIMUM QUALIFICATIONS

• Six months experience monitoring and problem solving IT related systems including data, voice and/video networks. Education may be substituted for experience as determined relevant by the agency.

PREFERRED QUALIFICATIONS

• One year experience working in a Help Desk/Service Desk computer/application environment (troubleshooting and diagnosing computer, network or application issues over the phone or by email
• One year experience performing computer software installation and troubleshooting
• One year experience performing hardware installation and troubleshooting
• One year Customer service experience dealing with problem solving computer/application issues
• One year experience troubleshooting network connectivity issues
• One year experience troubleshooting application issues
• Experience working with National Crime Center Information (NCIC) a plus
• Experience with shift work in a law enforcement or public safety environment a plus
• Commitment to producing high-quality work
• Consistent demonstration of ownership of tasks or issues through final resolution
• Strong and clear communication skills, oral and written (US English required, additional languages are valued)
• Demonstrated ability to receive and execute instruction in a fast-paced, critical event-driven environment, and perform duties under pressure and independently
• Ability to work independently due to single shift coverage
• Ability to carry out emergency procedures independently as necessarily
• Demonstrated ability to multitask; demonstrated flexibility and adaptability
• Demonstrated attention to detail and capability to prioritize and focus on critical tasks
• Experience with data entry work; ability to type accurately at least 50 wpm
• Ability to exercise tact, judgement, and discretion>

POST-OFFER, PRE-EMPLOYMENT REQUIREMENTS

• As a condition of employment, you will be subject to a pre-employment process to include a polygraph examination, fingerprint based records check, and comprehensive background investigation, including reference check of past and present employers. The pre-employment process will be waived for current KBI personnel who have previously completed the screening requirements

JOB RESPONSIBILITIES MAY INCLUDE BUT ARE NOT LIMITED TO THE FOLLOWING:

• Provide support in a technical Computer Service Desk environment;
• Assist KBI staff and agents, law enforcement officers and KCJIS users with day-to-day operational and communication needs;
• Provision access to information resources for users and devices and maintain documentation and databases to support provisioning and authorization;
• Provide hardware, software and support for internal and external customers;
• Provide application support for internal and external customers;
• Maintain policy and procedures to support operations for the Computer Service Desk;
• Monitor all KBI locations (cameras and access control systems) to assist in maintaining site physical security;
• Provide support for all telecommunication needs of the KBI;
• Monitor systems relating to the emergency operations of the KBI and serve as the KBI communications center in the event of such emergencies;
• Document support calls/emails in the agency ticket system for each user interaction;
• Monitor the Kansas Central Message Switch traffic and route messages as appropriate;
• Maintain security resources to the KCJIS Network;
• You must be able to work independently on single coverage shifts;
• Other duties as assigned.