TECHNICAL SUPPORT SPECIALIST IV

State of New Hampshire; New Hampshire; On-site; USD 43,000 - 59,000; Part time

Job summary

The State of New Hampshire, Department of Safety, Division of State Police, Justice Information Bureau, seeks a Technical Support Specialist IV for part-time, up to 29.5 hours per week. Primary duties include analyzing applications, providing first-level LAN/VPN support, and handling service desk tickets for internal and external users via SSL-VPN and J-One platforms.

Experience with software development and Microsoft 365 is preferred.

Qualifications

• 8.5 years of education/experience required after high school.
• Must possess a valid driver's license.
• Background investigation including fingerprint check and motor vehicle record check.

Responsibilities

• Support local law enforcement by troubleshooting and resolving service desk tickets through helpdesk software; provide guidance to ensure all electronic submissions are completed correctly, accurately, and in compliance with required standards; and assist users in resolving technical issues that impact timely and proper data submission.
• Evaluates and escalates VPN related problem situations related to hardware and software configurations and assists in analyzing and resolving production problems in Client Server or LAN/WAN environments.
• Assists in designing and reviews functional specifications, system specification, and program specifications for programmers. Defines, creates, and maintains highly complex database file structures to support user needs.
• Assists in preparing documentation to the appropriate level of detail with respect to requirements definition, analysis, and design, and provides estimates of time and resources, required to perform software development tasks.
• Acts as liaison to local law enforcement for troubleshooting, providing platform support and coordinating training needs.
• Develops a variety of training materials and assists in end user training and support for both internal and external users of the VPN and J-One platforms.
• Designs and configures help desk workflows; extracts and publishes data from help desk software for Executive level and agency reporting, audits and verifies results for completeness and accuracy.
• Assist in or implements operating system updates and enhancements, and plans, evaluates and recommends related desktop hardware and software standards.
• Plan, implement, and maintain technical documentation related to the VPN platform, and evaluates and recommend upgrade methodologies.

Skills

LAN troubleshooting

VPN platforms

Helpdesk software

Education

8.5 years education/experience after high school

Tools

Microsoft 365

Job description

$31.33/hour - $42.60/hour The State of New Hampshire, Department of Safety, Division of State Police, Justice Information Bureau, has a part-time vacancy for a Technical Support Specialist IV, SOC Title 15-1230 COMPUTER SUPP SPECS-7. This position is part-time, cannot exceed 29.5 hours per week and does not offer health insurance benefits.

State of New Hampshire Job Posting

Department of Safety

Division of State Police

Justice Information Bureau

33 Hazen Drive

Concord NH 03305

PART TIME

Technical Support Specialist IV

Position #TMPPT6281

$31.33/hour - $42.60/hour The State of New Hampshire, Department of Safety, Division of State Police, Justice Information Bureau, has a part-time vacancy for a Technical Support Specialist IV, SOC Title 15-1230 COMPUTER SUPP SPECS-7. This position is part-time, cannot exceed 29.5 hours per week and does not offer health insurance benefits.

Summary:

Works directly with all levels of the Department and outside consultants to analyze, define and document business applications related to the J-One Project. Provides first level LAN related troubleshooting and support for internal and external users of the SSL-VPN, Point2Point-VPN platform, and J-One Platforms. Provide technical support by troubleshooting and resolving service desk tickets through helpdesk software, while assisting and guiding local law enforcement agencies in the correct and accurate electronic submission of required information.

YOUR EXPERIENCE COUNTS:

Each additional year of approved formal education may be substituted for one year of required work experience and/or each additional year of approved work experience may be substituted for one year of required formal education.

MINIMUM QUALIFICATIONS:

Education/Experience: Equivalent combination of 8.5 years of education and experience after completion of high school. Education and experience must be in computer information systems, information technology, computer science, software/ system development, SQL Database experience or business administration.

License/Certification: Must possess a valid driver's license.

Other Requirements: Must pass a background investigation including a fingerprint-based criminal record check and motor vehicle record check.

Trainee Option: Not applicable.

PREFERRED QUALIFICATIONS:

Experience with software and system development and Microsoft 365 preferred.

AFTER-HIRE REQUIREMENTS:

None.

CAREER ADVANCEMENT OPPORTUNITIES:

In-Band Advancement Available: Yes No

Criteria: None

Broad Group Level Advancement Available: Yes No

Criteria: None

DISCLAIMERS:

The supplemental job description lists the essential functions of the position and is not intended to include every job duty and responsibility specific to the position. An employee may be required to perform other related duties not listed on the supplemental job description provided that such duties are characteristic of that job title.

When applicable, the work of an employee in trainee status in this position shall be overseen by a fully qualified individual. An employee in trainee status shall meet the minimum qualifications within the period of time specified on the SJD, not to exceed one year of being hired into this position.

Responsibilities:

Support local law enforcement agencies by troubleshooting and resolving service desk tickets through helpdesk software; provide guidance to ensure all electronic submissions are completed correctly, accurately, and in compliance with required standards; and assist users in resolving technical issues that impact timely and proper data submission.

Evaluates and escalates VPN related problem situations related to hardware and software configurations and assists in analyzing and resolving production problems in Client Server or LAN/WAN environments.

Assists in designing and reviews functional specifications, system specification, and program specifications for programmers. Defines, creates, and maintains highly complex database file structures to support user needs.

Assists in preparing documentation to the appropriate level of detail with respect to requirements definition, analysis, and design, and provides estimates of time and resources, required to perform software development tasks.

Acts as liaison to local law enforcement for troubleshooting, providing platform support and coordinating training needs.

Develops a variety of training materials and assists in end user training and support for both internal and external users of the VPN and J-One platforms.

Designs and configures help desk workflows; extracts and publishes data from help desk software for Executive level and agency reporting, audits and verifies results for completeness and accuracy.

Assist in or implements operating system updates and enhancements, and plans, evaluates and recommends related desktop hardware and software standards.

Plan, implement, and maintain technical documentation related to the VPN platform, and evaluates and recommend upgrade methodologies.

For further information please contact Jeffrey Leong, J-One Technical Lead, at [e-mail] or 603-230-3005.

EOE

TDD Access: Relay NH 1-800-735-2964