Service Desk Technician

Employment Benefits

• 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
• 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 Service Desk Technician I.

As a Service Desk Technician I, you will be expected to provide support in a computer help desk / service desk environment.

This position is assigned to the Information Technology Section. The Computer Help Desk / Service Desk must be adequately staffed to cover three shifts and it is operational 24x7x365.

Job Responsibilities may include but are not limited to the following :

• Provide support in a technical computer help desk / service desk environment;
• Assist KBI agents, law enforcement officers, and KBI and KCJIS users with day-to-day operational and communication needs;
• Provision access to information resources for users and devices and maintain documentation and databases to support provisioning and authorization;
• Answer calls from the public and the Kansas Crime Line;
• Maintain policy and procedures to support operations for the Computer Help Desk / Service Desk;
• Monitor all KBI locations (cameras and access control systems) to assist in maintaining site physical security;
• Provide support for all telecommunication needs of the KBI;
• Monitor systems relating to the emergency operations of the KBI and serve as the KBI communications center in the event of such emergencies.

Qualifications : Education

Education

High School Diploma or equivalent

Minimum Qualifications

• Six month experience monitoring and problem solving data, voice, IT related systems and / or video networks.
• Education may be substitute for experience as determined relevant by the agency.

Preferred Qualifications

• One year experience working in a Computer Help Desk environment (troubleshooting and diagnosing computer or network issues over the phone)
• 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 issues
• One year experience troubleshooting network connectivity 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 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
• 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 40 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