Technical Support Analyst III

A career with Johnson County Government is more than just a job, it is an opportunity to serve a diverse and expanding community in meaningful ways. We challenge ourselves to be a different kind of government because we care deeply about our community and each other. Committed to our shared values, we provide excellent public service, seeking always to improve ourselves and our organization. We offer wonderful benefits, retirement plans, wellness incentives, a great organizational culture, and much more! If you're searching for something more than just a job, something akin to a calling, then consider the challenge and opportunity of being a member of Johnson County Government!

The Customer Service Team within DTI is seeking a talented Technical Support Analyst III to provide customer support to all departments within the County. Ideal candidates should be self-motivated with a passion for solving technical problems and a focus on providing excellent customer service! Applicants will possess strong troubleshooting skills, ability to multitask, a willingness to lead and mentor and excels in a team environment. Additional skills include excellent organization, communication, customer service and attention to detail skills with general computer hardware/software installation and troubleshooting knowledge. Review of applications will begin on June 20, 2025. This position will be eligible for our Hybrid Work program after initial training.

The Technical Support Analyst III:

Performs advanced desktop troubleshooting, research, analysis of assigned non-routine highly technical desktop issues; provides technical assistance to other desktop technicians in their efforts to resolve hardware, software, and applications problems.
• Proactively monitors incoming calls, high priority tickets, and team queues. Assists with active service tickets or incoming support calls as needed to maintain service levels and ensure timely resolution. Documents incidents, actions taken, and resolution outcomes in a timely and accurate manner.
• Triages and delegates routine technical tasks and service requests to TSA I and TSA II staff based on skill level and workload capacity, while providing oversight and support to ensure quality and timely completion.
• Serves as the escalation point for non-routine, highly technical desktop issues; provides advanced troubleshooting and resolution support for complex hardware, software, and application problems. Guides and assists TSA I and TSA II technicians with escalated tickets, ensuring efficient and accurate issue resolution.
• Installs, configures, and tests new software and hardware systems to ensure compatibility with existing infrastructure before deployment to end users. Verifies application stability and performance under current system configurations.
• Performs routine maintenance, patch management, and firmware updates across end-point devices and network systems to ensure optimal performance and security compliance.
• Participates in the development and implementation of systems and procedures by collaborating with users to analyze workflow, access, and security requirements. Supports efforts to enhance system usability, documentation, and end-user experience.
• Provides mentorship, training, and ongoing support to TSA I and TSA II technicians. Facilitates knowledge sharing through documentation, informal coaching, and training sessions to strengthen the overall technical capabilities of the team.

Associate's Degree in Information Technology or other relevant field and three (3) years of experience in the information technology field or other relevant experience, the ability to lift up to 25 lbs and a valid driver's license with acceptable driving record required.

Bachelor's degree in information technology or relevant field preferred.

Experience can substitute for education. Education can substitute for experience.

This position is currently eligible to work in a hybrid work environment with both onsite and remote work. Residency within the Kansas City-Overland Park-Kansas City, MO-KS Combined Statistical Area, which generally includes the Kansas counties of Johnson, Wyandotte, Leavenworth, Miami, and Linn, and the Missouri counties of Jackson, Clay, Platte, Cass, and Ray, is required.

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Johnson County Government requires successful completion of reference/background screening for all positions.

Physical, Environmental, and Special Working Conditions:
All County employees may be called upon to assist other departments/agencies in a declared emergency situation.