IT Analyst (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!

Johnson County Library is a 14-branch suburban library system with a long history in our community. A suburb of the Kansas City metro area, our county is growing and diversifying. We serve neighborhoods ranging from urban to suburban to on-the-edge-of rural. We prize innovation and commitment to learning. We are a fun, forward-thinking organization with a mission to enrich people's lives.

The Johnson County Library seeks engaged, qualified candidates to fill the position of Technical Analyst III as part of the Library's Customer Experience - Information Technology team. This role will be part of the Infrastructure team supporting the Library's staff and public endpoints (both iOS and Windows) and AV technology. The first review of applications will begin on September 12, 2025. Duties include:

Performs advanced troubleshooting, research, and analysis of assigned non-routine highly technical issues; provides technical assistance to other technicians in their efforts to resolve hardware, software, and applications problems.

• Provides support and resolution for users with hardware, software and applications problems; resolves user-reported problems as expertise permits using available tools and following procedures and policies.
• Directs issues to the appropriate personnel for service, repair, and training; maintains record of daily data communication transactions, problems, and actions taken or installation activities; provides follow-up contact to users reporting technology related problems and issues to ensure customer satisfaction.
• Installs new software & hardware systems; performs testing prior to distributing to end user and ensures application compatibility with current system configurations.
• Assists with establishing system specifications by conferring with users; analyzes workflow, access, information, and security requirements; contributes to the creation of user-friendly systems, processes, procedures, and documentation.
• Endpoint management

• Executes PC patch management, analyzing, and managing Endpoint operations, and ensuring a seamless customer experience
• Executes and maintains a comprehensive PC Patch Management program
• Develops testing methods to ensure uninterrupted device access during patch management activities
• Applies Endpoint expertise to secure computer systems and software

• AV Technology support

• Performs onsite analysis, diagnosis, and resolution of complex AV hardware problems, and recommends and implements corrective solutions, including offsite repair as needed.
• Collaborates with organizational stakeholders to establish, document, and enforce proper AV practices and procedures.
• Assists in developing long-term strategies and capacity planning for meeting future AV equipment and organization technology needs.
• Collaborates with contractors and stakeholders in the selection and design of new AV solutions. Supports configuration and installation.

Minimum Job Requirements:

Associate's degree in Information Technology and three years' of relevant experience in the information technology field.

Johnson County Government requires reference/background screening for all positions. Specified criteria may vary by Department/Agency.

Education may be substituted for experience. Experience may be substituted for education.

Preferred Qualifications:

Bachelor's degree in Information Technology or related field and three years' of relevant experience in the information technology field.

Physical, Environmental, and Special Working Conditions:

Lifting: ability to lift 25 lbs.

On-call availability for one evening per week and one weekend per month.

Availability for occasional after-hours software patching.

Special Knowledge, Skills and Abilities:

• Software

• • MS365
  • Microsoft System Center Configuration Manager or other endpoint management tools
  • Service desk ticketing system

• Skills

• • Effective telephone customer support skills
  • Customer Service skills