Help Desk Technician

• • 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.

. 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.

• Provide support in troubleshooting desktop software/hardware problems for end users
• Resolve technical hardware and software issues
• Procuring computer hardware and software
• Provide help desk support for hardware problems to manufacturing users
• Resolve hardware and software problems
• Resolving software and hardware problems
• Provide end-user hardware and/or software support
• Providing technical assistance to end users by troubleshooting hardware and software issues on computer systems
• Resolve end-user hardware/software problems to the end users satisfaction
• Resolving hardware and software customer issues
• Help resolve any hardware or software problems
• Provide end-user software troubleshooting and support
• Installing and troubleshooting hardware and software
• Provide end-user support to computer users
• Troubleshoot hardware and network connectivity issues
• Provide assistance and support to end-user software and hardware troubleshooting
• Installing hardware and software systems
• Diagnose and resolve technical hardware and software issues
• Troubleshoot and resolve users' hardware and software issues
• Upgrade software on end user computer