Service Desk Technician

4 weeks ago

Shawnee, United States State of Kansas Full time

Employment Benefits

: 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 Fitness Centers in select locations Employee discounts with the Retirement and deferred compensation programs

Visit the Employee Benefits page for more information…

Position Summary & Responsibilities:

Position Summary:

The KBI is accepting applications to fill a Service Desk Technician I.

As a Service Desk Technician I, you will be expected to provide support in a computer help desk/service desk environment. This position is assigned to the Information Technology Section. The Computer Help Desk/Service Desk must be adequately staffed to cover three shifts and it is operational 24x7x365.

Job Responsibilities may include but are not limited to the following:

Provide support in a technical computer help desk/service desk environment; Assist KBI agents, law enforcement officers, and KBI 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; Answer calls from the public and the Kansas Crime Line; Maintain policy and procedures to support operations for the Computer Help Desk/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.

Qualifications:

Education

High School Diploma or equivalent

Minimum Qualifications

Six month experience monitoring and problem solving data, voice, IT related systems and/or video networks.  Education may be substitute for experience as determined relevant by the agency.

Preferred Qualifications

One year experience working in a Computer Help Desk environment (troubleshooting and diagnosing computer or network issues over the phone) 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 issues One year experience troubleshooting network connectivity 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 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 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 40 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

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