IT Support Analyst Lead - Office of Judicial Administration

Topeka, KS

Full Time

Mid Level

Position number:                   K0045017
Location of Employment:      Office of Judicial Administration, Topeka, KS 66612
Position Title and Salary:       IT Support Analyst Lead, grade 47, $ 78, 404.73 annually

Kansas Judicial Branch Benefits State Employment Center - Benefits (ks.gov)

Job Duties: The IT Support Analyst Lead provides advanced technical support and operational administration for the management, support, and governance of user-facing technology platforms, endpoint systems, technical standards, and operational support tools.

This position bridges frontline Service Desk support and Infrastructure /Engineering functions by owning advanced endpoint management, support platform administration, hardware governance, technical standards, and operational support processes.

Responsibilities include advanced troubleshooting, escalated support, cross-team technical coordination, standards enforcement, and platform administration to ensure technology services are reliable, secure, supportable, and aligned with organizational needs.

The role reports to the IT Support Manager and oversees a team of Tier 2 support technicians. This position is on site at the Kansas Judicial Center, with limited opportunities for a hybrid work arrangement depending on operational needs.

Essential Functions:

Manage and Oversee the Senior IT Support Team
- Manage and oversee the Senior IT Support team responsible for innovation, modernization, and automation of enterprise IT workstation support services. Duties include assigning work, evaluating job performance, and ensuring the quality of work produced by the team.

Endpoint and Policy Administration
- Administers endpoint management platforms, including Intune and related device management technologies.
- Supports endpoint policy administration, configuration management, provisioning, deployment, and lifecycle processes.
- Troubleshoots advanced workstation, device enrollment, policy application, compliance, and provisioning issues.
- Assists in the development, implementation, and maintenance of endpoint standards and configurations.
- Supports patching operations, deployment rings, configuration baselines, and endpoint compliance activities.
- Coordinates testing, validation, and rollout of endpoint changes impacting users and devices.

Support Platform Ownership and Administration
- Administers and supports service and support platforms such as ManageEngine, Cayzu, knowledge base systems, CMDB tools, and remote support tools.
- Maintains platform configuration, operational integrity, and user support functionality for assigned systems.
- Assists with workflow support, queue structures, support documentation, and platform improvements.
- Coordinates with vendors and internal stakeholders regarding support platform issues, enhancements, and maintenance needs.

Hardware Governance and Technical Standards
- Supports hardware governance, technical standards, and device supportability decisions for end-user technology.
- Reviews and validates hardware recommendations, technical specifications, peripheral standards, and compatibility considerations.
- Assists in establishing and maintaining standardized configurations for user devices and related peripherals.
- Provides technical input related to equipment lifecycle, replacement planning, supportability, and standardization efforts.

Operational Services and Support Standards
- Supports operational standards and processes for technical support delivery.
- Assists with print management, device sanitization processes, and operational coordination for technical requests involving HR, Legal, and other administrative areas.
- Supports established procedures for KillDisk or similar device sanitization and audit-related documentation.
- Helps maintain service consistency through processing documentation, SOP development, and operational controls.

Advanced Support and Escalation
- Serves as an escalation point for complex technical issues referred to by frontline support staff.
- Performs advanced troubleshooting of endpoint, platform, policy, deployment, and hardware-related issues.
- Works closely with Service Desk, Infrastructure, Security, vendors, and business units to resolve escalated incidents and service issues.
- Tracks recurring technical problems and develops repeatable resolutions, standards, or documentation.

Documentation, Compliance, and Continuous Improvement
- Develops and maintains technical documentation, standards, knowledge articles, and procedural guides.
- Assists with compliance-related reporting, support audits, and documentation requirements tied to endpoint and support operations. Participates in projects and initiatives to improve support maturity, standardization, automation, and service delivery.

Other duties as assigned

Required Education and Experience:

Education:

Bachelor’s degree in computer science, Information Technology, or a related field. (Education requirements may be substituted with equivalent work experience)

Experience:

Minimum 5 years of experience in IT support or a related field.
Experience in leadership or supervisory role within an IT support team
Strong technical knowledge of IT systems, networks, and applications.

Technical Skills

Proficiency in troubleshooting and resolving technical issues
Knowledge of IT support tools and software
Understanding of ITIL (Information Technology Infrastructure Library) best practices

Preferred Certifications

Relevant certifications in IT support or related fields, such as Comp TIA A+ ITIL Foundation, or Microsoft Certified: Modern Desktop Administrator Associate

Commonly Supported Tools and Platforms

Intune and endpoint policy or configuration tools
ManageEngine and Cayzu
Knowledge base and CMDB platforms
Remote support tools
Print management systems
KillDisk or comparable sanitization tools
End-user hardware and peripheral technologies

Applications will be accepted until: Open until filled

The Americans with Disabilities Act ensures your right to reasonable accommodations during the employment process. A request for accommodation will not affect your opportunities for employment with the Judicial Branch. If you wish to request an ADA accommodation, please contact [email protected] or by TDD through the Kansas Relay Center at 800-766-3777 or 711.

THE KANSAS JUDICIAL BRANCH IS AN EEO / AA EMPLOYER

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IT Support Analyst Lead - Office of Judicial Administration

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