Duration: 12 months to start
Job Description
- The 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 for the CISS Electronic Workflow.
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.
Training & Certification
- Assist in delivering training for CISS electronic workflow users.
- Provide in-person, remote, and hybrid training in line with the client's training modalities.
- Support “train-the-trainer” efforts to ensure sustainability of user education within departments.
- 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.
- Serve as a liaison between the client, DESPP, the Connecticut Police Chiefs Association (CPCA), and other stakeholders.
- Capture, document, and escalate agency feedback to improve system performance and training resources.
- 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 staff on system demonstrations, pilot projects, and new feature adoption.
- Provide weekly status reports summarizing activities, progress, issues, and recommendations to leadership.
- 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 the client's 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 Connecticut.
#LI-Hybrid
