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Important Recruitment Information for this vacancy
Kansas Bureau of Investigation
The Kansas Bureau of Investigation is the premier criminal investigative agency in the state of Kansas. The KBI is committed to its critical mission of preventing crime and enhancing public safety in Kansas. We employ individuals who exemplify the highest standards of integrity, service, and dedication. Come feel like you’re part of something bigger at the KBI.
E-Verify: The Kansas Bureau of Investigation (KBI) participates in E-Verify and will provide the federal government with your I-9 information to confirm that you are authorized to work in the U.S. For additional information regarding E-Verify, please click here. For additional information regarding Immigrant and Employee Rights (IER) please click here.
Kansas Bureau of Investigation
About the Position:
- Who can apply: Agency Only
- Classified/Unclassified Service: Unclassified
- Full/Part-time: Full-Time
- Regular/Temporary: Regular
- Work Schedule: Shift
- Eligible to Receive Benefits: Yes
- Veterans’ Preference Eligible: Yes
- Search Keywords: KBI, Topeka, IT, Information Technology, Service Desk, Help Desk, Computer Support
Compensation:
Support Analyst I
$57,788 - $63,666
Support Analyst I
$57,788 - $63,666
Support Analyst II
$63,667 - $70,333
Support Analyst III
$70,334 - $77,452
Note: Salary can vary depending upon education, experience, or qualifications.
Employment Benefits:
- Day one 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 STAR Program
- 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 Support Analyst I.
As a Support Analyst I, you will be expected to provide support in a Computer Service Desk environment. This position is assigned to the Information Technology Division under the Administrative Branch of the KBI. The Computer Service Desk must be adequately staffed to cover three shifts and is operational 24x7x365.
Job Responsibilities may include but are not limited to the following:
Level I
- Handle incoming support requests via phone, email, or chat
- Provide basic troubleshooting (e.g., password reset, connectivity issues)
- Log and categorize incidents/tickets in the ITSM system
- Escalate complex issues to Level 2 or relevant departments
- Maintain documentation and knowledge base articles for common problems
Level II
All skills and competencies of a level I and handles more complex issues that Level 1 cannot resolve, often involve deeper system and application troubleshooting.
- Diagnose and resolve escalated technical issues
- Support desktop, mobile, and business application environments
- Provide guidance to Level 1 Support Analysts
- Provide Training for Level 1 Support Analysts
- Provide guidance and training to the KCJIS Community
- May assist with onboarding/off boarding tasks
- Assist in special projects, often in a testing or support role
- Assist in system upgrades, patches, and deployments
- Create and maintain detailed documentation
Level III
All skills and competencies of a level II and provides the highest level of customer support, dealing with unresolved and deeply technical issues, root cause analysis, and collaboration with technical and functional subject matter experts.
- Resolve the most complex technical issues
- Perform root cause analysis for recurring problems
- Interface with infrastructure, network, and cybersecurity teams
- Provide training and guidance to Level 2 Support Analysts
- Provide guidance and training to the KCJIS Regional User Groups
- Facilitate at the annual KCJIS Conference
- Assist in special projects, often in a subject matter expert role
- Approve Process and Knowledge documentation
- Ability to lead the Service Desk team in the Service Desk Managers absence
Qualifications:
Education
- High School diploma or Equivalent
Licensing & Certification
Minimum Qualifications
- Six months experience monitoring and problem solving IT related systems including data, voice and/video networks. Education may be substituted for experience as determined relevant by the agency.
Level II
- 3-7 years KBI support experience
- Support desktop, mobile, and business application environments
- Provide guidance to Level 1 Support Analysts
- Provide Training for Level 1 Support Analysts
- Provide guidance and training to the KCJIS Community
- May assist with onboarding/off boarding tasks
- Assist in special projects, often in a testing or support role
- Assist in system upgrades, patches, and deployments
- Create and maintain detailed documentation
Level III
- 7 + years KBI support experience
Preferred Qualifications
- One year experience working in a Help Desk/Service Desk computer/application environment (troubleshooting and diagnosing computer, network or application issues over the phone or by email
- 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/application issues
- One year experience troubleshooting network connectivity issues
- One year experience troubleshooting application 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 and clear 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 and independently
- Ability to work independently due to single shift coverage
- Ability to carry out emergency procedures independently as necessarily
- 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 50 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
Recruiter Contact Information:
- Name: Luci Zieman
- Email: HumanResources@kbi.ks.gov
- Phone: 785-296-8200
- Mailing Address: 1620 SW Tyler; Topeka, KS 66612
Required documents for this application to be complete:
- On the My Job Applications page, verify these documents are present and valid. Upload or delete and upload new if needed.
- Tax Clearance Certificate, valid
- Transcripts
- DD214 (if you are claiming Veteran’s Preference)
- Inside your Job Application upload these documents:
- Resume (or choose existing if you have one)
- Cover Letter
Kansas Tax Clearance Certificate Required: Each applicant (even non-residents) applying for a State of Kansas job vacancy must obtain a valid Kansas Certificate of Tax Clearance by accessing the Kansas Department of Revenue's website. A Tax Clearance is a comprehensive tax account review to determine and ensure that an individual's account is compliant with all primary Kansas Tax Laws. A Tax Clearance expires every 90 days. All applicants, including current state employees, are responsible for submitting a valid certificate with all other application materials to the hiring agency. This is in accordance with Executive Order 2004-03. If you need assistance with the tax clearance, please contact 785-296-3199.
Visit the Tax Clearance site for more information and where to obtain this Kansas Department of Revenue document.
Job Application Process
- Sign in to your existing account or Register for a new one to apply.
- Complete or review your contact information on the My Contact Information page.
- Upload documents listed in the Required Documents section of the job posting to the appropriate location.
- Check your email and My Job Notifications for written communications from the Recruiter.
- Email – sent to the preferred email listed on the My Contact Information page
- Notifications – view the Careers - My Job Notifications page
To assist in completing your application, please see helpful links below:
- Instructions:
- Job Search
- Registration & User Account
- Application
- Frequently Asked Questions
How to Claim Veterans Preference
- Veterans’ Preference Eligible (VPE): Former military personnel or their spouse that have been verified as a "veteran"; under K.S.A. 73-201 will receive an interview if they meet the minimum competency factors of the position. The veterans' preference laws do not guarantee the veteran a job. Positions are filled with the best qualified candidate as determine by the hiring manager.
Learn more about claiming Veteran’s Preference
How to Claim Disability Hiring Preference
Applicants that have physical, cognitive and/or mental disabilities may claim an employment preference when applying for positions. If they are qualified to meet the performance standards of the position, with or without a reasonable accommodation, they will receive an interview for the position. The preference does not guarantee an applicant the job, as positions are filled with the best qualified candidate as determined by the hiring manager.
Learn more about claiming Disability Hiring Preference
PLEASE NOTE: The documentation verifying a person's eligibility for use of this preference should not be sent along with other application materials to the hiring agency but should be sent directly to OPS. These documents should be sent either by fax to (785)296-7712, scanned or emailed to Gustavo.Victoriano@ks.gov, or can be mailed/delivered in person to:
ATTN: Disability Hiring Preference Coordinator Office of Personnel Services Landon State Office Building 900 SW Jackson, Rm 401
Equal Employment Opportunity
The State of Kansas is an Equal Opportunity Employer. We value diversity, equity, and inclusion as essential elements that create and foster a welcoming workplace. All qualified persons will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, political affiliation, disability or any other factor unrelated to the essential functions of the job.
If you wish to identify yourself as a qualified person with a disability under the Americans with Disabilities Act and would like to request an accommodation, please address the request to the recruiter.
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