Remote Helpdesk & Systems Support Specialist

Kansas Judicial Council; Topeka (KS); Hybrid; USD 85,304,000 - 94,251,000; Full time

Benefits offered by this job

Remote work option

Job summary

Kansas Judicial Branch is seeking an Information Resource Specialist to provide day-to-day helpdesk and functional support for court management systems, electronic filing, and related applications in Topeka, KS. This hybrid role supports staff with issue resolution, testing, and user guidance.

The position focuses on documenting problems, developing knowledge resources, and facilitating system improvements while ensuring excellent user service and coordination with technical staff and

Qualifications

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

Responsibilities

• 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 elevate 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.

Skills

Helpdesk support

Troubleshooting

Documentation

Training

Communication

Team collaboration

Education

High school diploma or equivalent

Job description

Kansas Judicial Branch is seeking an Information Resource Specialist to provide day-to-day helpdesk and functional support for court management systems, electronic filing, and related applications in Topeka, KS. This hybrid role supports staff with issue resolution, testing, and user guidance.

The position focuses on documenting problems, developing knowledge resources, and facilitating system improvements while ensuring excellent user service and coordination with technical staff and