Help Desk Analyst (Ref: 18230)

Position: Help Desk Analyst (Ref: 18230)

Location: Hartford, CT USA, 06107

Salary: DOE

Duration: 1 Years 2 Months 29 Days - Contract

Openings: 2

Deadline: 05/01/2026

Description:

***Local Candidates

***Hybrid

We are seeking a Help Desk Analyst to assist with training, onboarding, and change management for departments and other partners. This role will primarily include remote support and may require direct engagement with personnel, IT staff, and system vendors at their site.

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 electronic workflow users.

• Provide in-person, remote, and hybrid training in line with 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 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 staff, departments 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 enhancements (e.g., Clean Slate processing, Early Arrest Notifications, MVP functionality).

• Collaborate with staff on system demonstrations, pilot projects, and new feature adoption.

Reporting

• Provide weekly status reports summarizing activities, progress, issues, and recommendations to leadership.

Working Conditions:

• 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 PM

• Driver’s License and ability to travel to departments around the State of Connecticut.

• Flexibility to accommodate onsite training sessions statewide (occasional evenings/weekends).

• Ability to work independently and in teams, balancing multiple priorities under tight deadlines.

Required / Desired Skills

• Experience in the public safety or criminal justice field, preferably law enforcement. Required - 1 Years

• IT support experience and knowledge of Help Desk processes and procedures. Required - 3 Years

• Strong familiarity with law enforcement workflows, Records Management Systems (RMS), and CJIS applications. Required - 1 Years

• Knowledge of CISS electronic workflow components (arrest packages, bond forms, Clean Slate, MVP) and the adjudication process. Required - 1 Years

• Strong skills in training, facilitation, and technical communication within law enforcement (verbal and written). Required - 3 Years

• Proficiency with tools such as MS Word, PowerPoint, Excel, Visio, Adobe Acrobat, and remote training platforms. Required - 3 Years