I.T. Support Analyst

I.T. Support Analyst

Jefferson County Clerk's OfficeLouisville, KY

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JOB SUMMARY

The IT Support Analyst provides first-line technical support to Jefferson County Clerk’s Office (JCCO) employees at office locations throughout the service area. This position resolves workstation, software, printing, connectivity, and account-access issues; prepares and maintains equipment; documents requests; and protects confidential employee and customer information. The analyst works closely with IT colleagues and vendors to restore service when an issue requires escalation.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Provide onsite, telephone, and remote help desk support. Gather symptoms, troubleshoot systematically, explain the resolution, and confirm that the employee can resume work.

2. Install, configure, image or provision, update, and troubleshoot desktop and laptop computers, monitors, docking stations, scanners, printers, and approved peripherals; maintain equipment and asset records.

3. Diagnose operating system, browser, email, productivity software, and approved JCCO application issues. Apply authorized fixes and updates and coordinate with vendors when specialized support is needed.

4. Troubleshoot common wired and wireless network, shared-drive, remote-access, and network-printing problems using documented procedures. Escalate infrastructure issues with clear diagnostic findings.

5. Create, change, disable, and verify user accounts, permissions, and group access only with proper approval. Assist employees with password resets and multifactor authentication.

6. Follow JCCO security procedures for software installation, endpoint protection, patching, least-privilege access and confidential data. Immediately report suspected phishing, malware, unauthorized access, or data exposure.

7. Assist with assigned backup checks and recovery tasks under established procedures; document results and escalate failures promptly.

8. Record requests, troubleshooting steps, solutions, asset changes, and escalations in the service management system. Maintain clear support instructions for recurring issues.

9. Prepare equipment and access for employee onboarding, transfers, and departures. Provide practical guidance on approved applications and safe use of JCCO technology.

10. Prioritize support requests based on operational impact, particularly interruptions to public service, customer transactions, elections and branch operations. Keep users informed and follow through to resolution.

11. Assist with testing and rollout of approved technology changes, recommend improvements based on support patterns, travel between JCCO locations and perform related duties as assigned.

REQUIRED TECHNICAL SKILLS

1. Working knowledge of Windows-based workstations, office and collaboration applications such as Microsoft 365 or equivalent, web browsers and email clients.

2. Hands-on ability to install, configure, and troubleshoot computers, printers, scanners, device drivers, and endpoint software.

3. Ability to identify and troubleshoot common wired and wireless connectivity issues using documented procedures and escalate infrastructure issues with clear findings.

4. Ability to follow approved procedures for account provisioning, permissions, passwords and multifactor authentication and to recognize when approval or escalation is needed.

5. Ability to use a ticketing system and remote support tools, read error messages and logs, document findings and identify when to escalate.

6. Knowledge of phishing recognition, endpoint protection, patching, access controls, safe data handling and security incident reporting.

7. Ability to follow documented backup procedures, record results and promptly escalate failures.

MINIMUM QUALIFICATIONS

1. High school diploma or equivalent; an equivalent combination of education, training, and experience may be considered.

2. Ability to troubleshoot common issues using documented procedures, learn approved JCCO tools, communicate clearly with employees of varying technical ability and organize competing requests.

3. Kentucky resident and able to be bonded, as required for this position.

PREFERRED QUALIFICATIONS

1. Hands-on computer or help desk support experience, especially in multiple office locations or a public-facing organization.

2. Familiarity with JCCO applications, including AVIS/KAVIS, or demonstrated ability to learn specialized systems quickly.

3. Relevant technical training or certification, such as CompTIA A+, Network+, or Microsoft endpoint or Microsoft 365 training.

4. Working knowledge of TCP/IP, IP addressing, DNS, DHCP, and directory or identity tools such as Active Directory or equivalent.

Education Requirements (All)

High School Diploma/GED

Additional Information/Benefits

Benefits: Medical Insurance, Life Insurance, Dental Insurance, Vision Insurance, Paid Vacation, Paid Sick Days, Paid Holidays, Short Term Disability, Long Term Disability, Pension/Retirement, Educational Assistance
This job reports to the IT Vendor & Support Manager Apply