This position serves as a primary point of contact for local, state, and national criminal justice agencies, managing and resolving a high volume of inquiries through a centralized helpdesk. Provides first-level support for a wide range of issues, including technical hardware and software problems, network connectivity, and procedural questions related to complex criminal justice information systems.
Requirements
- Knowledge of, or ability to learn, IT helpdesk operations, including service management/ticketing systems, incident tracking, and escalation procedures.
- Knowledge of, or ability to learn, network monitoring principles, hardware/software troubleshooting methodologies, and common diagnostic tools;
- Skill in analyzing and resolving technical issues related to computer hardware, software, and network connectivity;
- Skill in accurately documenting technical issues and their resolutions with a high level of detail and clarity;
- Ability to communicate complex technical information effectively, both verbally and in writing, to users with varying levels of technical expertise;
- Ability to manage and prioritize a high volume of tickets and inquiries in a fast-paced, time-sensitive environment;
- Ability to work effectively under pressure, maintain composure, and make sound, logical decisions in a critical operational environment;
- Ability to work independently while also collaborating effectively within a team-oriented support structure;
- Ability to interpret, apply, and adhere to complex technical documentation, policies, and standard operating procedures with precision.
Benefits
- HMO and PPO health insurance options with premiums starting as low as $50 per month
- $25,000 in automatic life insurance coverage
- Tax deferred medical reimbursement account
- Multiple supplemental insurance options including: dental, vision, disability and more
