Job Description

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.

Job Tags

Similar Jobs