Key Responsibilities include:

• Help Desk Support
  • Exhibit quick-response customer support and work with clients over the phone to troubleshoot, analyze, diagnose and engage appropriate technical resources to resolve client issues.
  • Provide proactive follow-up, effective problem resolution, and end-to-end ownership of the problems.
  • Ability to develop good rapport with technology and law enforcement staff to foster positive team development to ensure accurate and timely updates and resolution to customer issues.
  • Must follow all documented help desk processes and procedures to ensure consistent, quality support to end users.
  • Must answer and address all incoming service calls and emails and route accordingly.
  • Keep well-documented, up-to-date case notes on all tickets daily.
  • Ensure constant service ticket flow by escalating tickets that require higher-level assistance.
  • Provide first level of customer support and resolve issues or escalate as needed.
  • Ensure client support requests are well documented and triaged appropriately.
  • Must coordinate and work closely with the Help Desk Manager to service and provide training for our internal and external clientele.
  • Conduct timely triage and escalation in accordance with SLA requirements.
  • Engage with other service desk resources and escalate as needed to other technical teams.
  • Work with service desk and other teams to develop, enhance and clearly document technical process and procedure.
  • Follow, enhance and develop procedural documentation related to user account provisioning and management.
  • Develop, enhance and maintain knowledge base articles used by other IT staff.
  • Participate in Production support review meetings.

• Training & Certification

• Assist in delivering training for CISS electronic workflow users.
• Provide in-person, remote, and hybrid training in line with CJIS-CT training modalities.
• Support train-the-trainer efforts to ensure sustainability of user education within departments.
• Onboarding & Change Management
  • Work with municipal police departments to prepare, connect, and certify them for CISS electronic workflow adoption.
  • Facilitate Kickoff Meetings and onboarding sessions with departments across Geographical Areas (GAs).
  • Conduct User Impact Assessments (UIA), Rehearsal of Concept (ROC) Drills, and role-mapping activities to ensure operational readiness before go live dates.
  • Provide guidance to departments on updating local workflows to align with statewide electronic workflow standards.
• Stakeholder Engagement
  • Serve as a liaison between CJIS-CT, DESPP, the Connecticut Police Chiefs Association (CPCA), and other stakeholders.
  • Capture, document, and escalate agency feedback to improve system performance and training resources.
• System Integration & Support
  • Work directly with RMS vendors (e.g., NexGen, Accucom IMC, Inform, ProPhoenix, etc ) to ensure departments are workflow-ready.
  • Support the rollout of other CISS enhancements (e.g., Clean Slate processing, Early Arrest Notifications, MVP functionality).
  • Collaborate with CJIS staff on system demonstrations, pilot projects, and new feature adoption.
• Reporting
  • Provide weekly status reports summarizing activities, progress, issues, and recommendations to CJIS-CT leadership.

4. Required Skills/Experience

Experience in the public safety or criminal justice field, preferably law enforcement.

IT support experience and knowledge of Help Desk processes and procedures.

Strong familiarity with law enforcement workflows, Records Management Systems (RMS), and CJIS applications.

Knowledge of CISS electronic workflow components (arrest packages, bond forms, Clean Slate, MVP) and the adjudication process.

Strong skills in training, facilitation, and technical communication within law enforcement (verbal and written).

Proficiency with tools such as MS Word, PowerPoint, Excel, Visio, Adobe Acrobat, and remote training platforms.

Ability to work independently and in teams, balancing multiple priorities under tight deadlines.

Flexibility to accommodate onsite training sessions statewide (occasional evenings/weekends).

Drivers License and ability to travel to police departments around the State of Connecticut.