Job Description
Job DescriptionPosition 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:
- Bachelors 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.