CJIS Hardware, Software and Data Support Specialist

This technical position, operating with general supervision from the CJIS Director, provides comprehensive technical support for hardware, business applications, and data-related processes. This role combines traditional IT support responsibilities with data analysis to enhance system performance, identify operational trends, and support informed business decision-making. The primary responsibilities for a CJIS Hardware, Software and Data Support Specialist include the following: (1) Technical Support; (2) Application Support: (3) Data Analysis and Reporting; (4) Collaboration and Continuous Improvement; and (5) Other Duties as Assigned, ESSENTIAL DUTIES AND RESPONSIBILITIES: The following duties are normal for this position. The omission of specific statements of the duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification. (1) Technical Support

• Provide first- and second-level technical support for desktops, laptops, servers, printers, mobile devices, peripheral equipment and network devices.
• Install, configure, maintain, and troubleshoot Windows desktops and server operating systems, computer hardware, and software applications.
• Configure and manage user accounts, permissions, and security groups using Active Directory.
• Diagnose and resolve hardware, software, application, network connectivity, and user access issues.
• Support enterprise applications by installing updates, troubleshooting functionality, and assisting users with system-related questions.
• Perform workstation imaging, hardware deployments, equipment upgrades, and asset tracking and replacements.
• Support users using remote access tools and virtual support technologies.
• Document incidents, service requests, and resolutions in CJIS help desk system.

(2) Application Support

• Maintain and support business-critical applications to ensure availability and optimal performance.
• Collaborate with application owners and vendors to troubleshoot system issues and implement enhancements.
• Assist with application testing, upgrades, patches, and system implementations.
• Create user documentation and provide training on software applications and technology best practices.

(3) Data Analysis & Reporting

• Create, revise, and/or maintain Crystal Reports including formulas, bands, sub-reports, and numerous other report features.
• Create, revise, and/or maintain Microsoft Word templates including advanced formatting and fields for mail merge.
• Perform data validation and quality assurance to ensure the accuracy and integrity of reports.
• Utilize SQL, Excel or similar reporting tools to generate meaningful business insights.
• Recommend process improvements based on data analysis to increase efficiency and reduce recurring technical issues.

(4) Collaboration & Continuous Improvement

• Work closely with IT infrastructure, cybersecurity, application development, and business teams to resolve technical challenges.
• Participate in technology projects, system upgrades, and digital transformation initiatives.
• Maintain technical documentation, knowledge base articles, and standard operating procedures.
• Ensure compliance with organizational security policies, data governance standards, and regulatory requirements.
• Work effectively with CJIS team members, other AOC staff and representatives from the State Attorney’s Office, Public Defender’s Office,

local Sheriff’s departments, Clerks of Courts, and others as appropriate. (5) Other duties as assigned, * Travel within the circuit for occasional meetings, training classes and for support

• Provide effective, accurate, professional, polite, friendly, and prompt customer service to the public and other agency personnel, AOC employees, and the judiciary
• Work collaboratively across multiple agencies
• Maintain consistent and regular attendance, which is required
• Work evenings or weekends for system maintenance, upgrades, or for emergency support
• Maintain CJIS Security Awareness Training - level 4

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed in this document are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Knowledge of:

• Windows operating systems, Microsoft 365, and enterprise business applications
• Desktop hardware, peripherals, mobile devices, and networking fundamentals
• Database management, reporting, and/or business intelligence projects
• Cloud platforms such as Microsoft Azure or AWS
• Layer-3 networks
• Microsoft Excel, including advanced formulas, and data analysis
• Criminal Case Management Systems

Ability to:

• Install equipment under desks, in server rooms, and at user workstations
• Use Active Directory, remote support tools, and IT ticketing systems
• Diagnose and resolve complex technical issues efficiently
• Communicate effectively orally and in writing
• Work effectively as a team member and independently, * Bachelor’s degree from an accredited college or university in Information Technology, Computer Science, Information Systems, Data Analytics,

or a related field; equivalent relevant experience may be substituted for the degree on a year-for-year basis.

• Two or more years of experience in technical support, desktop support, help desk, or application support.

• Experience with Oracle and/or SQL Server Databases is preferred.

CERTIFICATES, LICENSES, REGISTRATIONS

• CJIS Security Awareness Training - Level 4 (training and testing provided after hiring)
• ITIL Foundation, CompTIA A+, Network+, Microsoft, and data analytic certifications highly desired

1700 Monroe Street, Fort Myers, FL 33901 Hybrid work $66,722.76 a year, Pulled from the full job description Loan forgiveness Tuition reimbursement Retirement plan Paid time off Paid holidays, * Competitive Benefits Package

• Paid Time Off (Vacation and Sick)
• Public Service Loan Forgiveness Qualifying Employer
• Tuition Assistance
• Paid Holidays
• Retirement Plan Options
• 457 Deferred Compensation Plans
• This position is eligible for partial remote-work after successful completion of training, six-months of continuous service, and management approval