Commonwealth of Kentucky · 1 week ago
IT Customer Support Analyst Senior
Frankfort, KY
Full-time
Hybrid
Mid, Senior Level
$4,100/mo - $4,761/mo
2+ years expThe Commonwealth of Kentucky is seeking an IT Customer Support Analyst Senior within the Customer Service Desk Branch. The role involves providing IT technical support in a Help Desk and Service Desk environment, diagnosing and resolving advanced issues for various internal agencies and customers.
EmploymentGovernmentTraining
Responsibilities
Providing technical support to users, including diagnosing and resolving advanced hardware, software, and operating system issues
Performing detailed troubleshooting to identify core problems and determine effective resolutions
Logging, tracking, and managing customer requests within the organization’s IT Service Management platform
Documenting all pertinent information for each ticket, including initial problem descriptions, investigative notes, and final resolution details
Advising users on appropriate actions, best practices, and available resources to prevent recurring issues
Qualification
Required
High school graduate
Two years of experience as an IT Customer Support Analyst or three years of experience in IT customer service, computing systems support, or production support
Preferred
Two years of experience as an IT Customer Support Analyst, or three years of experience in IT customer service, computing systems support, or production support
Strong knowledge of Windows, and mobile operating systems
Proficiency with desktop hardware, peripheral devices, and common enterprise applications
Experience with an IT Service Management (ITSM) platform
Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN)
Familiarity with Active Directory, user account administration, and identity management processes
Ability to interpret logs, error messages, and diagnostic reports to support root-cause analysis
Excellent verbal and written communication skills, with the ability to translate technical concepts to non-technical users
Strong customer service mindset, patience, and professionalism in high-volume or high-stress environments
Demonstrated ability to manage multiple tasks, prioritize effectively, and meet established service-level targets
Aptitude for continuous learning and adapting to evolving technology and support practices
Company
Commonwealth of Kentucky
Commonwealth of Kentucky offers employees on-the-job training and online professional development.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Stuart Hamling
CTO
Adam Akers
MINE INSPECTOR
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