Information Resource Specialist - Office of Judicial Administration

Kansas Office of Judicial Administration; Topeka (KS); Hybrid; USD 41,000 - 45,000; Full time

Job summary

Kansas Judicial Branch is seeking an Information Resource Specialist to provide day-to-day helpdesk support for court staff and authorized users in Topeka, KS. The role involves troubleshooting, documenting issues, and assisting with system implementations and enhancements within the IT environment.

Responsibilities include training users, developing guides, and collaborating with technical staff to resolve issues and improve processes while ensuring adherence to procedures and knowledge of

Qualifications

• High school diploma or equivalent required.
• Experience providing technical support or helpdesk assistance with IT systems preferred.
• Equivalent combinations of education and experience may be considered.

Responsibilities

• Provide timely helpdesk support to court users regarding case management and court technology.
• Troubleshoot user issues, determine causes, and provide solutions.
• Research reported issues using system information and escalate when needed.
• Document issues, troubleshooting steps, resolutions, and guidance for users.
• Assist with testing system enhancements, corrections, and rollouts.
• Develop and maintain user guides, FAQs, procedures, and training materials.
• Work with technical staff and stakeholders to resolve issues.
• Follow procedures and escalate outside guidelines as needed.
• Identify opportunities to improve user support and system processes.
• Maintain knowledge of court processes and electronic filing systems.

Job description

Position number

K0062478

Position Title and Salary

Information Resource Specialist, Grade 37, $29.795 hourly

$30.562 with 6 months of successful performance

$32.893 with 1 year of successful performance

Location of Employment

Kansas Judicial Branch, Topeka, KS 66612

Internal candidates will be considered first. This position can work remotely with occasional workdays in the Kansas Judicial Center in Topeka Kansas.

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

This position provides helpdesk and functional support within the Kansas Judicial Branch Information Technology environment, assisting court staff and other authorized users with court management systems, electronic filing systems, and related applications.

The position provides day-to-day user assistance, troubleshooting, issue resolution, training, and functional support. Responsibilities include researching and resolving system and process issues, documenting problems and solutions, testing system changes, assisting with system implementations and enhancements, and working with technical staff and business stakeholders to ensure issues are appropriately addressed. The position also assists in identifying opportunities to improve system functionality, user processes, and support resources.

Job Duties

• Provide timely and professional helpdesk support to court users and other authorized stakeholders regarding case management, electronic filing, and related court technology systems
• Troubleshoot user issues, determine the cause of problems, and provide appropriate solutions
• Research reported issues using available system information, documentation, and resources and escalated issues to technical staff or other appropriate personnel when necessary
• Assist users in understanding and appropriately using system functionality and established business processes
• Document reported issues, troubleshooting steps, resolutions, and other relevant information to support a knowledge base and improve future service
• Assist with testing system enhancements, corrections, integrations, and new functionality by developing and executing test scenarios and documenting results
• Assist with system implementations, upgrades, and statewide rollouts by performing testing, preparing user information, providing support, and helping identify implementation issues
• Develop and maintain user guides, frequently asked questions, procedures, training materials, and other support documentation
• Provide training and guidance to users on system functionality, procedures, and new or changed features
• Work collaboratively with technical staff, court personnel, vendors, and other stakeholders to research and resolve system issues
• Follow established procedures and exercise sound judgment when responding to user issues, seeking guidance or escalating matters when issues are outside established procedures or require additional technical or business expertise
• Assist in identifying opportunities to improve user support, system processes, documentation, and overall system functionality
• Maintain a working knowledge of court processes, case management system functionality, electronic filing processes, and related court technology
• Perform additional duties and special projects as needed to support the Kansas Judicial Branch's case management and electronic filing systems

Required Education and Experience

High school diploma or equivalent required. Experience providing technical support, helpdesk assistance, customer service, application support, or working with information technology systems is preferred. Equivalent combinations of education and relevant experience may be considered.

Desired Knowledge, Skills, and Abilities

• Ability to provide professional, courteous, and effective assistance to users with varying levels of technical knowledge
• Ability to troubleshoot problems, identify potential causes, and determine appropriate solutions or next steps
• Ability to research unfamiliar issues and use available resources to identify solutions
• Ability to document issues, troubleshooting steps, resolutions, and user guidance accurately and clearly
• Strong attention to detail and commitment to providing accurate and dependable support
• Ability to work independently while also functioning effectively as part of a team
• Willingness and ability to learn new technologies, system functionality, and court processes as systems and business needs evolve
• May travel within the state and may assist in the coordination and installation of equipment and training materials.

Application deadline

Open until filled.

The Americans with Disability Act ensures your right to reasonable accommodations during the employment process. A request for an accommodation will not affect your opportunity for employment with the Judicial Branch. It is your responsibility to make your needs known to the Judicial Branch at [e-mail]. TDD users may call through the Kansas Relay Center at 800-766-3777 or 711.

The Kansas Judicial Branch is an EEO/AA Employer