Technical Trainer Internal Only

Profile

Note:
this is an
Internal Posting
, meaning only Union Members, current employees of BSNC & Subsidiaries/Affiliate or BSNC Shareholders, Shareholder Spouses or Descendants, may apply and be considered. All others will be disqualified.
Global Support Services, LLC (GSS) has an immediate opening a Technical Trainer in Washington DC.
The Trainer reports to the Program Manager and is responsible for the development and implementation of the Help Desk training programs, materials, resources, and evaluation systems. The ideal candidate must have some experience delivering instruction to adult learners and have education, training, and/or experience with IT related support.
ESSENTIAL DUTIES & RESPONSIBILITIES
Train all staff on company and client policies, and day to day procedures.
Train Tier 1 and Tier 2 techs on Help Desk requirements to include ACD, Remedy, Standard Operating Procedures, etc.
Teach and manage diverse classes of adult learners with varying backgrounds, learning styles, and levels of IT competency.
Train staff by conducting formal classroom courses, desktop-to-desktop sessions, side by side shadowing sessions, on-the-job training, and/or computer-based/aided training.
Develop, implement, and maintain curricula, modular training courses and materials (workbooks, handouts, learning activities, and knowledge assessments).
Develop and deliver training modules that include technical and non-technical training (such as supervisor training, customer service and soft skills).
Improve the training program by obtaining feedback from participants in regard to classroom instruction, course materials, and training resources.
Evaluate participant performance using a variety of assessment tools.
Provide weekly and monthly reports as to the status of training, key deliverables and any issues or risks associated.
Administer the company’s online learning program, powered by SkillSoft.
NON - ESSENTIAL DUTIES & RESPONSIBILITIES
Other duties as assigned.
Job Requirements :
Required:
College degree in a related field or an equivalent combination of education, training and experience.
2 years of experience teaching adults.
1 year experience in a call center/Help Desk environment.
1 year experience in troubleshooting issues within the Windows XP and Windows 7 operating systems.
Proficiency in Microsoft Office 2010 Suite (Outlook, Word, Excel, PowerPoint, Access, Visio and Project).
Expertise in using.
Knowledge, Skills and Abilities:
High degree of written proficiency, accuracy and attention to detail.
Excellent time management skills, including the ability to manage own time and others time.
Ability to manage multiple work tasks and lines of communication simultaneously.
Self-motivated, ambitious, and flexible with an ability to cope and function well under pressure.
Excellent interpersonal and team-working skills and a positive ‘can-do’ attitude.
Exceptional written and oral communication skills (including presentation skills) with the ability to relay technical information to a mixed audience.
Strong technical aptitude including excellent troubleshooting skills.
Ability to work in a fast-paced, dynamic environment.
Ability to interface with all levels of management.
Ability to work well independently or in a team setting.
Preferred Skills:
Understanding of ITIL methodologies such as Incident Management, Problem Management, Service Level Management and its’ related Support Center Processes (SLAs, OLAs, SOPs)
Experience with the following: Internet Explorer, Java, Citrix, VPN, 2 Factor Authentication, and Active Directory.
Experience with LAN/WAN connectivity, troubleshooting, design, evaluation and / or documentation is desirable.
Experience with hardware components such as hard drives, power supplies, and motherboards
PHYSICAL REQUIREMENTS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The employee is regularly required to hear, talk, sit and use hands and fingers to operate a keyboard and telephone console. The employee is occasionally required to reach with hands and arms. The employee must occasionally lift and/or move up to 40-50 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, and the ability to adjust focus..
WORK ENVIRONMENT
Work Environment characteristics described here are representative of those that must be borne by an employee to successfully perform the essential functions of this job.
Job is performed in an office setting with exposure to computer screens and requires extensive use of a computer, keyboard, mouse and multi-line telephone system.
SUPERVISORY RESPONSIBILITIES
None.
ADDITIONAL QUALIFYING FACTORS
As a condition of employment, candidates must have acceptable background check results and pass a pre- employment screening. Ability to obtain a Public Trust. This position may be subject to random drug and/or alcohol testing on an unannounced basis.
**MEMBERS ONLY**SIGN UP NOW***. is an Equal Opportunity/ AA/ M/ F/ D/ V employer.
In accordance with BSNC policy preference will be given to qualified current employees and qualified BSNC shareholders, spouses, and descendants.
We participate in the E-Verify Employment Verification Program. We are a drug free workplace.
BSNC offers competitive benefits package.
If you are a person requiring accommodation or assistance to apply for a job please contact
HR
We only accept resumes when posted to our Career Site for open positions.
Visit our website at
****for more details and to apply.
(Please use our website to apply)
Offer Relocation :
No
# of Openings :
1
% of Travel Required :
None
Job Code :
662

Company info

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