Tracs Software Support Representative, Civil And Environmental Engineering - Ops

Job Title:TraCS Software Support Representative, Civil and Environmental Engineering - OPS
Location: Remote
Regular/Temporary: Regular
Full/Part Time: Full-Time
Job ID: 57046
Department

College of Engineering – Civil and Environmental

Responsibilities

This position is responsible for providing front line Software Support to law enforcement agency points of contact. This will involve answering the main support telephone line, responding to support emails and text messages, and responding to work orders entered by and on behalf of users and staff in an online issue tracker. Regardless of the medium in which support requests are received, this position is responsible for ensuring every agency contact is ultimately entered in the online issue tracker.

Beyond just responding to and tracking issues reported and features requested, this position requires independent problem resolution and debugging. This position is responsible for using good judgement to solve complex problems that require a high level of general knowledge of law enforcement activities and systems. Must possess the ability to relay proper documentation to development staff, such as steps to recreate, screen shots, log files, and additional information. Must also possess the ability to relay general law enforcement standard operating procedures to development staff to ensure the software package’s bug fixes and features meets law enforcement needs and changes do not inhibit use of the software in the field. Must communicate with the team when there is an influx of support requests to ensure all requests are handled in under 1 business day. Ability to identify high priority customer requests and ensure these requests are handled before all others.

• Responsible for assisting with updating and creating training materials and documentation for end users. This includes but is not limited to Wiki article, PowerPoints, Word documents, PDFs, and helping to build scripts for YouTube training videos.
  
• Responsible for assisting with the onboarding of new law enforcement agencies. Responsible for training new agencies onsite or remote, at the preference of the agency.
  
• Responsible for attending conferences and/or training symposiums and operating a vendor booth.
  
• Responsible for assisting with updating agency contact information in the customer relationship management system.

Qualifications

• Bachelor’s degree in Information Technology, Management Information Systems, or other appropriate degree plus two years’ experience or a combination of appropriate post high school education and experience equal to six years.
  
• Must have a valid driver’s license and obtain a Criminal Justice Information Services certification within the first 30 days of employment.
  
• Ability to effectively communicate verbally and in writing.
  
• Ability to convey technical information to technical and non-technical users.
  
• Must be proficient in documenting existing and new processes.
  
• Ability to establish and maintain effective working relationships.
  
• Ability to prioritize, organize, and perform multiple work assignments.
  
• Ability to utilize problem solving skills.
  
• Knowledge of and the ability to interpret and apply related University policies, procedures, principles, and practices.
  
• Knowledge of applicable computer software and operating systems.
  
• Knowledge of standard concepts, practices, and procedures for computer support.
  
• Must be able to work independently.

Preferred Qualifications

• May offer preference to those with Traffic and Criminal Software system experience.
  
• May offer preference to those with experience with training law enforcement on industry related software systems.
  
• May offer preference to those who are currently or were previously employed with a law enforcement agency.
  
• May offer preference to those with current or previous Criminal Justice Information Services certification.

University Information

One of the nation's elite research universities, Florida State University preserves, expands, and disseminates knowledge in the sciences, technology, arts, humanities, and professions, while embracing a philosophy of learning strongly rooted in the traditions of the liberal arts and critical thinking. Founded in 1851, Florida State University is the oldest continuous site of higher education in Florida. FSU is a community steeped in tradition that fosters research, encourages creativity, and embraces diversity. At FSU, there’s the excitement of being part of a vibrant academic and professional community, surrounded by people whose ideas are shaping tomorrow’s news!
Learn more about our university and campuses.

Anticipated Salary Range

$25/hour

How To Apply

If qualified and interested in a specific job opening as advertised, apply to Florida State University at https://jobs.fsu.edu. If you are a current FSU employee, apply via myFSU > Self Service.
Applicants are required to complete the online application with all applicable information. Applications must include all work history up to ten years, and education details even if attaching a resume.

Considerations

This is an OPS/temporary job.

Based on the duties, this position may require completion of a criminal history background check.

M - F 8am to 5pm for general work week. Other hours outside of this range will be required to meet customer needs, including nights and holidays. Some travel will be required.

Possibility of remote work location

Equal Employment Opportunity

An Equal Opportunity/Access/Affirmative Action/Pro Disabled & Veteran Employer.

FSU's Equal Opportunity Statement can be accessed at: https://hr.fsu.edu/sites/g/files/upcbnu2186/files/PDF/Publications/diversity/EEO_Statement.pdf.