About the job
Job Description:
- Handle incoming calls and emails from users experiencing issues with computer software and hardware, or seeking guidance on utilizing Law Enforcement systems.
- Guide users through troubleshooting processes to resolve their issues.
- Investigate and rectify software and hardware problems faced by users.
- Act as the primary contact for Level 1 support.
- Assist users encountering difficulties with software, hardware, and operating systems, escalating issues when necessary.
- Identify whether issues arise from hardware, software, or system faults.
- Provide answers to inquiries using knowledge of software, hardware, systems, and procedures.
- Collaborate with both technical and non-technical colleagues to research problems and implement solutions.
- Conduct testing of software and hardware to troubleshoot and resolve issues.
- Utilize reference publications and diagnostic tools effectively to solve technical problems.
- Support the coordination of changes, upgrades, and new product implementations, ensuring systems function correctly in current and future environments.
- Assist law enforcement personnel in troubleshooting problems with their terminals, computers, and systems.
- Work collaboratively with diverse groups of customers and colleagues.
- Ability to obtain and maintain certification from the Ohio Law Enforcement Automated Data Systems (LEADS) and FBI NCIC, requiring fingerprinting and a criminal background check.

