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Supporting the Most Exciting and Meaningful Missions in the World
Senior User Support SpecialistUsually reports to Help Desk Supervisor/Senior User Trainer or Application Manager.- Assists in setting up and operating end user support program for major applications in support of specific projects.
- Sets up overall user training programs, particularly for complex applications such as groupware and workflow packages which require active on-going training and support to ensure that they are being used effectively, but also for litigation support and office automation applications.
- Develops training course outlines and agendas.
- Establishes training facilities and schedules.
- May supervise work of teams of user support staff, such as help desk staff. Organizes, prepares, schedules and conducts training sessions.
- Training will most often be user-level training for specific databases or specific software packages, including word processing and other office automation packages, but may sometimes also include team building training, contract/document center orientations, etc.
- Audience may include attorneys, paralegals, Government Case Managers, client agency staff, and/or other Contractor employees.
- Prepares training approach and materials. Arranges for use of training facilities, for access to appropriate applications, etc.
- Performs help desk functions - answering and responding to user phone calls, installing and troubleshooting litigation support packages on user desktops, and coordinating support with office automation support contractors and staff.
- Minimum interim Secret security clearance.
- Associates OR Bachelor's Degree in Computer Science, Engineering, Computer Information Systems, Information Technology, or related field, OR 4 years equivalent in training/experience
- Two (2) years of experience troubleshooting computer software and computer hardware and/or peripheral related problems, performing supervisory or team lead duties, working in customer service environment, including knowledge of PC technology and applications, ITIL and ITSM framework and processes, AND industry certifications such as: Microsoft Certified IT Professional - Enterprise Support Technician, CompTIA A+, ITL or equivalent.
Vacancy expired!