Help Desk Support (Hybrid Onsite)

Job Title:

Help Desk Support (Hybrid Onsite)

Location:

Hartford, CT

Duration:

12 months

Pay Rate:

$50/hr on C2C / 1099 all inclusive (OR) $45/hr on W2

Interview Process:

Candidate must be local to Connecticut only

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.

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.

Recruiter Details:

Name : 

Lokesh : Eight three two - Nine nine zero -Two four two six

Sameer : Seven one nine – two three nine – Five five five five