IT Customer Support Analyst Senior

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1/8/2026 (7:00 PM EST)

25-07626

IT Customer Support Analyst Senior

Pay Grade12

Salary

$4,100.04 - $4,761.64 Monthly

Employment Type

EXECUTIVE BRANCH | FULL TIME | ELIGIBLE FOR OVERTIME PAY | 18A | 40.0 HR/WK

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Hiring Agency

Finance & Administration Cabinet | Commonwealth Office of Technology

Location

101 Cold Harbor Dr
Frankfort, KY 40601 USA

Description

This position is for an IT Customer Support Analyst Senior within the Customer Service Desk (CSD) Branch.This Branch is located within the Office of Client Support Services.

The Commonwealth Office of Technology enables a proficient digital government supportive of a 21st centuryeconomy by being a trusted and valued business partner with unyielding commitment to cost-effective servicedelivery. Our mission is to support agency partners in the fulfillment of their core mission by providingtechnology leadership, services, and solutions in a secure, transparent, and fiscally responsible manner. Acareer in the Commonwealth Office of Technology (COT) offers an opportunity in the rapidly changing field ofinformation technology (IT) where you can develop and advance your skills in diverse environments while makinga significant difference in the lives of others.

An IT Customer Support Analyst Senior provides IT technical support in a Help Desk and Service Desk environment tovarious internal agencies and customers within the Commonwealth. They will work to provides technicalassistance to users in identifying and diagnosing advanced issues and problems as they relate to computingcapabilities and determine resolution.

They will be responsible for logging and tracking customer issueswithin the current IT Service Management platform. Provide all pertinent information concerning the status ofthe issue including initial description details as well as all notes and resolution details and collaboratewith technical support groups to ensure issues are escalated in a timely manner and provides feedback andupdates to the customer via ticket notes and emails as needed.

Responsibilities may include, but are not limited to:

• Providing technical support to users, including diagnosing and resolving advanced hardware, software,and operating system issues.
• Performing detailed troubleshooting to identify core problems and determine effective resolutions.
• Logging, tracking, and managing customer requests within the organization's IT Service Managementplatform.
• Documenting all pertinent information for each ticket, including initial problem descriptions,investigative notes, and final resolution details.
• Advising users on appropriate actions, best practices, and available resources to prevent recurringissues.

Preferred Skills and Abilities:

• Two years of experience as an IT Customer Support Analyst, or three years of experience in IT customerservice, computing systems support, or production support.
• Strong knowledge of Windows, and mobile operating systems.
• Proficiency with desktop hardware, peripheral devices, and common enterprise applications.
• Experience with an IT Service Management (ITSM) platform
• Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN).
• Familiarity with Active Directory, user account administration, and identity management processes.
• Ability to interpret logs, error messages, and diagnostic reports to support root-cause analysis.
• Excellent verbal and written communication skills, with the ability to translate technical concepts tonon-technical users.
• Strong customer service mindset, patience, and professionalism in high-volume or high-stressenvironments.
• Demonstrated ability to manage multiple tasks, prioritize effectively, and meet established service-level targets.
• Aptitude for continuous learning and adapting to evolving technology and support practices.

Minimum Requirements

EDUCATION:High school graduate.

EXPERIENCE, TRAINING, OR SKILLS:Two years of experience as an IT Customer Support Analyst or three years of experience in IT customer service, computing systems support, or production support.

Substitute EDUCATION for EXPERIENCE:Additional education in computer science, business or public administration, or a related field will substitute for required experience on a year-for-year basis.

Substitute EXPERIENCE for EDUCATION:Additional experience in IT customer service, computer systems support, or production support will substitute for the education requirement on a year-for-year basis OR a certification in an IT-related field will substitute for the required education.

SPECIAL REQUIREMENTS (AGE, LICENSURE, REGULATION, ETC.):NONE

Working Conditions

Work is typically performed in an office environment or with secure remote connection technologies.

Probationary Period

This job has an initial and promotional probationary period of 6 months, except as provided in KRS 18A.111.

If you have questions about this advertisement, please contact Cruz Benavidez at Cruz.Benavidez@ky.gov or 502-564-0828.

An Equal Opportunity Employer M/F/D

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