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Application Support Analyst

Nleague Services Inc

Hartford, Connecticut

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JOB DETAILS
JOB TYPE
Full-time
SKILLS
1st Level Support, Adjudication, Adobe Acrobat, Analysis Skills, Background Investigation, Booking Arrests, Communication Skills, Computer Workstations, Criminal Justice, Customer Support/Service, Documentation, Driver's License, Educational Administration, Help Desk, IT Service Management (ITSM), Identify Issues, Information Technology & Information Systems, Law Enforcement, Leadership, Microsoft Excel, Microsoft PowerPoint, Microsoft Visio, Microsoft Word, Multitasking, Onboarding, People Management, Performance Management, Plan Meetings, Problem Solving Skills, Procedure Development, Product Demonstration, Production Support, Public Safety, Records Management, Requirements Validation/Verification, Resolve Customer Issues, Service Level Agreement (SLA), Software Administration, Status Reports, Sustainability, System Integration (SI), Team Building, Team Player, Technical Support, Technical Writing, Time Management, Train-the-Trainer, Training/Teaching, User Account Administration, User Documentation, Willing to Travel
LOCATION
Hartford, Connecticut
POSTED
3 days ago
CJIS/CISS Electronic Workflow Help Desk Analyst (Training & Onboarding Support)April 2026On Site SupportRemote SupportThe Criminal Justice Information System (CJIS) CISS Electronic Workflow Help Desk Analyst (Training & Onboarding Support) is an additional position required based on uncovered needs while onboarding municipal police departments and other criminal justice partners to the CISS Electronic Workflow. This position will be responsible for providing remote support, coordination, and training the remainder of the Law Enforcement agencies in the state of Connecticut for the CISS Electronic Workflow.Key Responsibilities include:Help Desk SupportExhibit 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 & CertificationAssist 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 ManagementWork 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 EngagementServe 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 & SupportWork 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.ReportingProvide weekly status reports summarizing activities, progress, issues, and recommendations to CJIS-CT leadership.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.Administrative Considerations:Deliverables: Training materials, user guides, onboarding documentation, status reports feedback summaries and recommendations for workflow improvements.Proposed Work Schedule: Monday - Friday 7:00 AM to 3:30 PMState Resources and Oversight: Workstation and supervision by CJIS Program ManagerSecurity/Privacy Considerations: Pass Background Investigation, sign confidentiality statementGeneral/Miscellaneous: All work product property of the CJIS Governing Board. Travel not included.Point of Contact:CJIS-CT Help Desk ManagerCJIS Governing Board55 Farmington Avenue; 11th FloorHartford, CT 06105860-622-2474Location Requirements: Candidate must be local or willing to commute or relocate. - Candidate Must Be LocalAdditional Location Details (City, State): Background VerificationMinimum Verification Requirements - CJIS does their own background checks. You will need to set up an appointment and wait for clearance.

About the Company

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Nleague Services Inc