Service Desk Personnel

STATE OF CONNECTICUT

Criminal Justice Information System (CJIS) Governing Board

Help Desk Analyst

CISS Project

October, 2023

(x) New Task ( ) Renewal ( ) Fixed Price (x) On Site Support (x) Remote Support

1. REQUIRED AGENCY

Department of Emergency Services and Public Protection

>> Criminal Justice Information System (CJIS-CT) Governing Board (CJIS-CT GB)

55 Farmington Avenue; 11^th Floor, Hartford, CT 06105

2. PROJECT/SYSTEM OVERVIEW

The Connecticut Information Sharing System (CISS) provides an integrated solution for the sharing of criminal justice information (CJI) within the Connecticut criminal justice agencies, in full compliance with the current versions of both the state and federal CJIS Security Policies. Help Desk support operations is a critical element for this program; a Help Desk Analyst is necessary to execute these objectives.

3. SCOPE OF WORK

The Help Desk Analyst position is responsible for providing Level 1 end user support for issues related to the computer systems at CJIS, the Connecticut Information Sharing System (CISS) and any other system managed by CJIS. The Help Desk Analyst is expected to leverage strong interpersonal skills and solid communication skills to rapidly become a contributor to the implementation of the CJIS support strategy. The CJIS team needs a Help Desk Analyst to ensure the following work is performed:

Specific Services Required

n 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.

n Provide proactive follow-up, effective problem resolution, and end-to-end ownership of the problems.

n Ability to develop good rapport with technology staff to foster positive team development to ensure accurate and timely updates and resolution to customer issues.

n Must be customer centric and aggressive in promoting your customers' needs and getting them met.

n Must follow all documented help desk processes and procedures to ensure consistent, quality support to end users.

n Must answer and address all incoming service calls and emails and route accordingly.

n Keep well-documented, up-to-date case notes on all tickets daily.

n Ensure constant service ticket flow by escalating tickets that require higher-level assistance.

n Provide first level of customer support and resolve issues or escalate as needed.

n Ensure client support requests are well documented and triaged appropriately.

n Must coordinate and work closely with the Help Desk Manager to service and provide training for our internal and external clientele.

n Ensure the logging of all incidents and service requests.

n Conduct timely triage and escalation in accordance with SLA requirements.

n Address and resolve tier 1 level incidents and requests.

n Engage with other service desk resources and escalate as needed to other technical teams.

n Accurately document interactions, incidents, and problems.

n Work with service desk and other teams to develop, enhance and clearly document technical process and procedure.

n Follow, enhance and develop procedural documentation related to user account provisioning and management.

n Develop, enhance and maintain knowledge base articles used by other IT staff.

n Participate in Production support review meetings.

Required Skills/Experience

The candidate must have the following skills or experience:

n Bachelor of Science in Information Technology or related field.

n Minimum 3 years IT support experience and knowledge of Help Desk processes and procedures.

n Minimum 3 years of experience working in IT Help Desk support environment.

n Working knowledge of System Center Service Manager or other enterprise ticketing systems alike.

n Familiarity with Information Technology Infrastructure Framework (ITIL) processes related to IT service and support.

n Excellent Customer Service skills, including a positive attitude and ability to instill confidence in your customers.

n Ability to effectively prioritize and execute tasks in a high-pressure environment.

n Ability to work cooperatively with other team members, including team lead/manager, support staff, developers, vendors, etc. a must.

n Proficient with the following technologies: Microsoft Windows 7/10, Microsoft Office 2010/2013/2016, TCP/IP, DNS, DHCP, Telnet and Active Directory.

* Travel

n Does this position include travel? No. Candidate should not be expected to travel to offsite meetings.

n Any and all travel that could be involved with this position will not be reimbursed by CJIS or the State of CT. Travel reimbursement is the responsibility of the respective vendor.

4. ADMINISTRATIVE CONSIDERATIONS

Deliverables: As instructed

Work Schedule: Monday-Friday 8:00 AM to 4:30 PM

State Resources and Oversight: Workstation and supervision by CJIS Help Desk Manager

Security/Privacy Considerations: Pass background investigation, sign confidentiality statements

General/Miscellaneous: All work product property of the CJIS-CT Governing Board. Some travel will be required to visit police departments state-wide. Travel expense paid by vendor not CJIS-CT.

Point of Contact: Pasquale DeMichele, Help Desk Manager

CJIS Governing Board

55 Farmington Avenue; 11^th Floor

Hartford, CT 06105

Candidate must be local or willing to commute or relocate.

Candidate Must Be Local

Additional Location Details (City, State) :

Minimum Verification Requirements

CJIS does their own background checks. You will need to set up an appointment and wait for clearance.

Professional License: Does this position require a professional license validation?

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Type Category Qualification Description Competency Required Skills Languages A+ Proficient (4-6 Years) Yes Skills Networking DNS Proficient (4-6 Years) Yes Skills Networking TCP/IP Proficient (4-6 Years) Yes Skills Operating Systems Windows 10 Proficient (4-6 Years) Yes Skills Operating Systems Windows 8, 8.1, 10 Proficient (4-6 Years) Yes Skills Others Adobe Acrobat Proficient (4-6 Years) Yes Skills Others Communication skills both verbal and written Advanced (7-9 Years) Yes Skills Others Learning ability Advanced (7-9 Years) Yes Skills Others Team work Proficient (4-6 Years) Yes Skills Security Active Directory Proficient (4-6 Years) Yes Skills Tools Microsoft Office Professional Advanced (7-9 Years) Yes Skills Tools MicrosoftOffice Advanced (7-9 Years) Yes