I.T. Support Analyst

Jefferson-County-Clerk; Louisville (KY); On-site; USD 45,000 - 65,000; Full time

Job summary

Jefferson County Clerk IT Department is seeking an I.T. Support Analyst to provide first-line technical support to employees across office locations in Louisville, KY.

Responsibilities include troubleshooting workstation, software, printing, connectivity, and account-access issues while protecting confidential information. The role works with IT colleagues and vendors to restore service, assists with onboarding, asset management, and security procedures.

Qualifications

• High school diploma or equivalent; further education may be considered.
• Ability to troubleshoot common issues using documented procedures and communicate clearly with employees of varying technical ability.
• Kentucky resident and able to be bonded, as required for this position.

Responsibilities

• Provide onsite, telephone, and remote help desk support.
• Install and troubleshoot desktops, laptops, peripherals; maintain equipment records.
• Troubleshoot wired/wireless network, shared-drive, remote-access, and network-printing problems; escalate as needed.
• Create, change, disable, and verify user accounts and permissions; assist with password resets and MFA.
• Follow security procedures for software installation, endpoint protection, patching, least-privilege access, and data handling.
• Assist with backup checks and recovery tasks; document results and escalate failures.
• Record requests, troubleshooting steps, solutions, and escalations in the service management system.
• Prepare equipment and access for onboarding, transfers, and departures; guide on approved apps.
• Prioritize requests based on impact to public service; keep users informed until resolution.
• Assist testing and rollout of approved technology changes; travel between JCCO locations; perform related duties.

Skills

Help desk support

Troubleshooting

Security awareness

Customer communication

Multifactor authentication

Education

High school diploma or equivalent

Tools

Ticketing system

Remote support tools

Job description

I.T. Support Analyst(Information Technology)

Louisville, KY, United States of America

The IT Support Analyst provides first-line technical support to Jefferson County Clerk’s Office (JCCO) employees at office locations throughout the service area. This position resolves workstation, software, printing, connectivity, and account-access issues; prepares and maintains equipment; documents requests; and protects confidential employee and customer information. The analyst works closely with IT colleagues and vendors to restore service when an issue requires escalation.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provide onsite, telephone, and remote help desk support. Gather symptoms, troubleshoot systematically, explain the resolution, and confirm that the employee can resume work.


• Install, configure, image or provision, update, and troubleshoot desktop and laptop computers, monitors, docking stations, scanners, printers, and approved peripherals; maintain equipment and asset records.


• Troubleshoot common wired and wireless network, shared-drive, remote-access, and network-printing problems using documented procedures. Escalate infrastructure issues with clear diagnostic findings.


• Create, change, disable, and verify user accounts, permissions, and group access only with proper approval. Assist employees with password resets and multifactor authentication.


• Follow JCCO security procedures for software installation, endpoint protection, patching, least-privilege access and confidential data. Immediately report suspected phishing, malware, unauthorized access, or data exposure.


• Assist with assigned backup checks and recovery tasks under established procedures; document results and elevate failures promptly.


• Record requests, troubleshooting steps, solutions, asset changes, and escalations in the service management system. Maintain clear support instructions for recurring issues.


• Prepare equipment and access for employee onboarding, transfers, and departures. Provide practical guidance on approved applications and safe use of JCCO technology.


• Prioritize support requests based on operational impact, particularly interruptions to public service, customer transactions, elections and branch operations. Keep users informed and follow through to resolution.


• Assist with testing and rollout of approved technology changes, recommend improvements based on support patterns, travel between JCCO locations and perform related duties as assigned.

REQUIRED TECHNICAL SKILLS

• Hands-on ability to install, configure, and troubleshoot computers, printers, scanners, device drivers, and endpoint software.


• Ability to identify and troubleshoot common wired and wireless connectivity issues using documented procedures and elevate infrastructure issues with clear findings.


• Ability to follow approved procedures for account provisioning, permissions, passwords and multifactor authentication and to recognize when approval or escalation is needed.


• Ability to use a ticketing system and remote support tools, read error messages and logs, document findings and identify when to elevate.


• Knowledge of phishing recognition, endpoint protection, patching, access controls, safe data handling and security incident reporting.


• Ability to follow documented backup procedures, record results and promptly elevate failures.

MINIMUM QUALIFICATIONS

• High school diploma or equivalent; an equivalent combination of education, training, and experience may be considered.


• Ability to troubleshoot common issues using documented procedures, learn approved JCCO tools, communicate clearly with employees of varying technical ability and organize competing requests.


• Kentucky resident and able to be bonded, as required for this position.

PREFERRED QUALIFICATIONS

• Hands-on computer or help desk support experience, especially in multiple office locations or a public-facing organization.


• Familiarity with JCCO applications, including AVIS/KAVIS, or demonstrated ability to learn specialized systems quickly.


• Relevant technical training or certification, such as CompTIA A+, Network+, or Microsoft endpoint or Microsoft 365 training.


• Working knowledge of TCP/IP, IP addressing, DNS, DHCP, and directory or identity tools such as Active Directory or equivalent.

Education Requirements (All)

High School Diploma/GED

Additional Information / Benefits

This job reports to the IT Vendor & Support Manager