Technical Support Specialist IV: VPN & J-One Platform Expert

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

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.