Information Technology Support Specialist

About This Role

Provide comprehensive IT support for the State of New York's Division of State Police, focusing on the deployment, training, and troubleshooting of the TraCS application used for electronic ticketing and incident reporting. This role involves coordinating statewide software rollouts, assisting end-users, and developing training materials.

Responsibilities

• Assist end-user customers and resolve technical problems
• Coordinate and manage a statewide software rollout for the newest major release of TraCS (1+ year rollout)
• Work with local law enforcement agencies to communicate requirements, coordinate implementation, schedule installation, and ensure system operational status
• Assist in the setup and installation of TraCS software
• Support and troubleshoot application issues
• Coordinate and conduct classroom style trainings for local police agencies
• Develop training materials such as FAQs, how-to guides, manuals, and course curriculums
• Conduct testing of the TraCS application
• Develop test plans for testing the application
• Create and coordinate install/update schedules
• Install and troubleshoot SPIDER Application
• Install and configure IIS/FTP for multiple operating systems
• Setup, test, and troubleshoot wireless solutions
• Develop TraCS process flow for local agencies
• Coordinate with Local Agency IT Staff for the implementation of TraCS

Requirements

• 84 months of experience working with end users to troubleshoot both hardware and software issues
• 60 months of experience working in a second tier help desk environment
• 36 months of experience in developing test plans and performing system level testing
• 36 months of experience with public safety mobile computing environments
• 36 months of experience in conducting technical and end-user training in a classroom environment
• 36 months of experience in developing technical and training materials
• 60 months of experience supporting Traffic and Criminal Software in a public safety environment
• Bachelor's Degree in an information technology related program of study
• 60 months of experience in configuring and troubleshooting public safety mobile communications systems

Qualifications

• Bachelor's Degree in an information technology related program of study from an accredited university or college
• 84 months of experience working with end users to troubleshoot both hardware and software issues, 60 months in a second tier help desk, 36 months in developing test plans, 36 months with public safety mobile computing, 36 months in technical and end-user training, 36 months in developing technical and training materials, 60 months supporting Traffic and Criminal Software (TraCS) in public safety, and 60 months configuring/troubleshooting public safety mobile communications systems.

Skills

* Required skills