Gbti Solutions
Position Overview: The User Support Specialist delivers user support and training for a federal Data System, managing Tier 1 and Tier 2 help desk services, developing training materials, and coordinating conference support. This role ensures users are equipped to use the system effectively and provides seamless support.
Key Responsibilities:
Provide Tier 1 (basic) and Tier 2 (configuration) help desk support, resolving issues within 24 and 72 hours, respectively.
Develop and update user guides, training materials, and FAQs for data input, reporting, and troubleshooting.
Deliver technical training at the annual National Conference, summarizing user feedback for ACL.
Coordinate travel logistics for conference support, ensuring compliance with 31 U.S.C. § 1345.
Support transition documentation, capturing roles and processes during handover.
Track action items and support weekly meetings, ensuring timely follow-up.
Maintain high customer service standards, addressing user inquiries promptly.
Qualifications:
Bachelor’s degree in education, information technology, or related field.
3+ years of experience in technical training, help desk support, or customer service.
Strong skills in instructional design, customer support, and content management.
Experience with federal IT systems and user training programs.
Ability to manage multiple priorities and meet tight deadlines.
Preferred Certifications:
Certified Technical Trainer (CTT+)
ITIL Foundation
This is a remote position.
Key Responsibilities:
Provide Tier 1 (basic) and Tier 2 (configuration) help desk support, resolving issues within 24 and 72 hours, respectively.
Develop and update user guides, training materials, and FAQs for data input, reporting, and troubleshooting.
Deliver technical training at the annual National Conference, summarizing user feedback for ACL.
Coordinate travel logistics for conference support, ensuring compliance with 31 U.S.C. § 1345.
Support transition documentation, capturing roles and processes during handover.
Track action items and support weekly meetings, ensuring timely follow-up.
Maintain high customer service standards, addressing user inquiries promptly.
Qualifications:
Bachelor’s degree in education, information technology, or related field.
3+ years of experience in technical training, help desk support, or customer service.
Strong skills in instructional design, customer support, and content management.
Experience with federal IT systems and user training programs.
Ability to manage multiple priorities and meet tight deadlines.
Preferred Certifications:
Certified Technical Trainer (CTT+)
ITIL Foundation
This is a remote position.