IT Training Specialist

Role Overview: FTC supports the Department of Justice, Tax Division by providing IT help Support and IT Training services. This position serves as an IT Training Specialist in Washington, DC. This is a hybrid position, reporting to the office at minimum two days per week. The person in this position is responsible for supporting the Tax Division's I.T. training program.

Responsibilities:

• Conduct training to helpdesk specialists, system administrators, etc. on the helpdesk SOPs, ticketing systems, and processes
• Conduct technology training to 500+ end users comprised of attorneys, paralegals, litigation assistants, and copy center staff
• Manage execution of training events. Review training objectives and suggest appropriate instructional methods and ways to improve training events through applying the principles of instructional design
• Coordinate with Tax and other Department of Justice personnel, facilities staff and outside vendors to execute planned course objectives
• Independently plan, analyze, design, develop, and revise current and new training programs to meet the needs and goals of the Tax Division
• Facilitate the ongoing, long-term improvement of organizational performance, through conducting and operating a sound training program. Provides professional advice and guidance on training management matters
• Deliver and maintain New Employee I.T. Orientation
• Develop and execute timely evaluations of learning events. Prepare analyses of evaluation results, reports on evaluation results to subject matter experts and other members of the Office of Training Team and develop recommendations for improvement of training events based on the results of the evaluations

• 3 years experience - Technical knowledge and skills with helpdesk systems and processes
• Experience developing curriculum
• Strong oral and written skill sets
• Possess strong web-based presentation skills
• Familiar with Document Management System solutions
• MS SharePoint administrative skills
• Strategic communications background
• Ability to convey a consistent message thread for organizational strategies and business objectives
• Dynamic Customer Relationship Management skillset

Professional Certification(s):

ITL v3 or ITIL v4

Formal Education:

Technical certification, undergraduate degree or equivalent experience required (technical preferred)

Years of Professional Experience:

5+ years Applications Training experience within a law firm environment

• Information Technology Service Management (ITSM)
• Formal Education: Bachelor’s Degree in Information Technology and/or Strategic Communications related discipline

Professional Certification(s):

MS O365 Suite / Adobe Acrobat / WebEx / MS Teams / SharePoint

Formal Education:

Bachelor’s degree from an accredited college or university in computer science or related discipline

Years of Professional Experience:

5+ relevant experience

MS O365 Suite / Adobe Acrobat / WebEx / MS Teams / SharePoint