POSITION: Technology Support and Training Specialist

REPORTS TO: Director of Information Technology

STATUS: Hourly – Non-Exempt – Full-Time

Overview

The Technology Support & Training Specialist is responsible for acclimating users to the agency's technology platforms, ensuring they understand and adhere to technology policies, and promoting best practices across the organization. This role combines technology training, resource development, helpdesk support, and incident management to ensure employees have the knowledge and assistance needed to perform their roles effectively using approved technology. The specialist is a key resource for investigating and managing technical issues, developing structured training content and materials, and supporting the Technology department in its implementations and initiatives.

Key Responsibilities

• Respond to and manage helpdesk tickets via a helpdesk ticketing system.
• Investigate technical issues and capture complete details.
• Resolve technical issues according to approved best practices and solutions.
• Coordinate with Technology team members for advanced troubleshooting or escalation.
• Identify common problems and incident trends.
• Engage with staff to obtain feedback and understand support and training needs.
• Design structured, sequenced training outlines and curricula that build logically toward defined learning outcomes.
• Develop training presentations, videos, and other supporting resources.
• Deliver one-on-one and group training sessions in person with confidence and poise, adapting style and pacing to the audience.
• Follow directives and collaborate with team members on key deliverables.
• Perform other related duties as assigned by the Director.

Qualifications

• Intermediate understanding of IT terminology and concepts, including computer components, peripherals, wired and wireless networking, IP addressing, basic data security, and familiarity with Microsoft products and services, especially Microsoft 365; corresponding experience required.
• Experience in an instructional role; technology training experience preferred.
• Proficiency in MS Word, Excel, and PowerPoint.
• Working knowledge of video creation and editing, including basic voice-over narration and simple animation or motion graphics for training content; corresponding experience required.
• Familiarity with common digital media file types, sizes, compression, and their respective editing tools; corresponding experience required.
• Ability to regularly move between buildings, navigate flights of stairs, and move throughout the campus.
• Ability to lift, carry, or move equipment weighing up to 50 lbs.
• Ability to lift an item weighing up to 20 lbs. overhead.
• Ability to push a cart with a load of up to 100 lbs.
• Ability to climb a ladder up to 8 feet.

Required Skills

• Demonstrates a positive attitude and friendly demeanor.
• Ability to effectively manage multiple tasks.
• Ability to work cooperatively in a team environment.
• Demonstrates strong customer service skills and experience.
• Demonstrates strong written and verbal communication skills.
• Demonstrates strong investigative, troubleshooting, and critical-thinking skills, with the ability to break down complex processes into logical, methodical steps.
• Demonstrates strong attention to detail.
• Ability to speak comfortably and effectively before an audience.
• Fluent in English.

Disclaimer: This job description does not imply that these are the only duties to be performed by the employee in this position. The employee will be required to follow any other job-related instructions and perform other job-related duties requested by any person authorized to give instructions or assignments. This description excludes the marginal functions of the position that are incidental to essential job duties. All duties, responsibilities, and requirements are vital to the job. This document does not create an employment contract, implied or otherwise, other than an "at-will" employment relationship.