Application Support Analyst

Application Support Analyst - CJIS Help Desk (Training & Onboarding)

Location: Hartford, CT (Hybrid - Onsite + Remote)
Rate: $55/hr (1099/C2C)
Duration: 12 Months
Schedule: Monday-Friday, 7:00 AM - 3:30 PM (EST)

Project Overview

The Criminal Justice Information System (CJIS) program for the State of Connecticut is enhancing its CISS Electronic Workflow to streamline how law enforcement agencies submit arrest reports, bond forms, and related documentation electronically.

This role will support the statewide onboarding, training, and help desk operations for police departments and criminal justice agencies adopting the system.

Role Summary

We are seeking an experienced Application Support Analyst / Help Desk Analyst to provide technical support, training, and onboarding assistance for CJIS electronic workflow users.

The ideal candidate will work closely with law enforcement agencies, IT teams, and vendors to ensure smooth adoption, issue resolution, and system usability.

Key Responsibilities

1. Help Desk & Technical Support

2. Training & User Enablement

3. Onboarding & Change Management

4. Stakeholder Collaboration

5. System Integration & Support

6. Reporting & Documentation

• Provide weekly status reports (progress, risks, issues)
• Maintain onboarding documentation and training records
• Support integration with Records Management Systems (RMS)
• Assist in rollout of CJIS enhancements such as:
  • Electronic arrest workflows
  • Clean Slate processing
  • Early Arrest Notifications
• Participate in demos, pilots, and system upgrades
• Act as liaison between:
  • CJIS Program Team
  • Law enforcement agencies
  • RMS vendors (Nex Gen, Pro Phoenix, etc.)
• Capture feedback and recommend system/process improvements
• Lead onboarding for municipal police departments and agencies
• Conduct:
  • Kickoff meetings
  • User Impact Assessments (UIA)
  • Rehearsal of Concept (ROC) sessions
• Guide agencies in aligning with statewide electronic workflow standards
• Ensure readiness before go-live
• Deliver remote, onsite, and hybrid training sessions
• Support train-the-trainer programs for law enforcement agencies
• Create and maintain training materials, guides, and documentation
• Assist users in adopting new workflows and system features
• Provide L1/L2 support via phone, email, and ticketing systems
• Troubleshoot, analyze, and resolve user issues or escalate when required
• Maintain detailed ticket documentation and case notes
• Ensure SLA compliance with timely triage and escalation
• Develop and maintain knowledge base articles and SOPs
• Collaborate with internal IT teams for issue resolution