Technical Trainer & Application Support Specialist
HybridWashington, District of Columbia, United States or Washington, United States
Job Summary
Design and deliver comprehensive training curricula, including SOPs, video tutorials, and eLearning content, while managing schedules and tracking completion in SharePoint. Serve as a Tier 1 and Tier 2 help desk resource, resolving common user issues, investigating complex configuration problems, and coordinating with developers to document root causes. Author technical documentation, release notes, and FAQs while moderating a Microsoft Teams channel for ongoing user engagement. Provide tailored, white-glove support to senior leadership and VIP stakeholders, adapting communication styles to executive expectations. Maintain working proficiency across the enterprise application portfolio, stay current on system updates, and manage competing priorities in a high-visibility environment supporting a federal client.
Required Qualifications
- Active Secret clearance
- U.S. person status
- Ability to maintain a Secret clearance for the duration of the assignment
- Bachelor's degree in Education, Technical Communication, Information Science, Knowledge Management, Business Administration, or a related field
- Equivalent experience to a Bachelor's degree
- 7–10 years of combined experience in training/instructional design and technical support or help desk operations
- Demonstrated experience designing and delivering training for enterprise software applications
- Experience in a government or high-security environment
- Proven experience providing both Tier 1 and Tier 2 help desk support
- Experience with ticket management
- Experience with escalation coordination
- Experience supporting multiple concurrent applications or systems simultaneously
- Experience supporting VIP or executive-level users in high-pressure, high-visibility settings
- Proficiency with Microsoft Office Suite, including Word, PowerPoint, Excel, SharePoint, and Teams
- Experience with eLearning and multimedia authoring tools such as Adobe Captivate, Camtasia, Articulate Storyline, or equivalent
- Familiarity with ticketing and help desk management systems (e.g., ServiceNow, Jira Service Management, or equivalent)
- Ability to quickly learn and develop proficiency in new enterprise applications
- Familiarity with case management systems, workflow tools, and enterprise IT environments
- Exceptional written and verbal communication skills
- Ability to convey complex technical topics to non-technical and executive-level audiences
- Strong customer service orientation
- Professional presence
- Ability to remain composed under pressure
- Ability to write clearly and concisely across a range of formats
- Skilled at managing multiple concurrent responsibilities
- Detail-oriented
- Strong project management instincts
- Proactive approach to identifying and closing gaps
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.