Technical Trainer

We are a federal IT company on a mission to make customer experience (CX) the center of every government solution.

Technology is our Passion. People are our Purpose.

We know tech, but we love people. NuAxis is home to thinkers and feelers, engineers and artists. We work hard and support each other along the way. Teamwork is more than just a buzzword for us; it's a state of mind.

We believe happy employees do amazing work, so join our team NOW! We are currently seeking a talented and motivated Technical Trainer for a Full-Time position.

Essential Functions:

This role supports continuous process improvement and Tier I and Tier II training needs:

• Understand, document/update WMATA ITCS processes and changes to the processes.
• Documents in document repository that track version control - i.e. SharePoint.
• Create/Update/Archive Knowledge base articles for support staff.
• Updated artifacts are version controlled in the repository.
• Develop and update training materials for onboarding Tier I and Tier II staff.
• Conduct continuous training for Tier I and Tier II staff as needed.
• Coach Help Desk personnel, guiding, teaching, and implementing best business practices.
• Establish training plans and provide Help Desk personnel with refresher training as needed.

In addition, this role will also serve as a Knowledge Management Specialist to capture and publish help desk articles:

• Classify, tag, and prepare knowledge articles for approval and inclusion into the knowledge database.
• Respond to knowledge inquiries and promote relevant knowledge assets to defined populations.
• Ensure the effectiveness, productivity, and impact of the knowledge management system.
• Work with subject matter experts to develop knowledge assets or scripts for Help Desk analysts.
• Review scripts on a routine schedule to ensure articles are accurate and up to date.
• Utilize Knowledge Management reporting tools to identify scripts that are due to be reviewed.

Education & Experience Requirements:

• Bachelor's Degree (required)
• 5 years of experience in developing and delivering Help Desk or IT training, Help Desk process improvement or Help Desk knowledge management.
• 2-3 years of experience in a technician, system administrator or similar role
• ITILv3, HDI or equivalent (required)

Additional Skill Sets a Plus:

• Technical writing skills in the area of Standard Operating Procedures.
• The ability to perform the gap analysis of needed areas of training.
• The ability to build a training platform to issue in a virtual environment.
• The ability to work with multiple teams to develop training as needed per department's overall needs.
• Managerial skill is a plus.
• People-oriented with the ability to be patient and a good listener.

Does this opportunity sound like a fit for you? If so, join our talent community and click to apply now!!

Our Profile:

We are an IT company with a unique mission-to make people the center of every federal IT solution. Our technologists have always gone the extra mile to help our federal clients succeed. And over the years, we saw a growing disconnect in how federal IT initiatives were built and managed.Time after time, programs failed because the focus was on the tools and products and not the people using them. Learn More

NuAxis is an Equal Opportunity Employer. Employment is contingent upon successful completion of a background investigation. Learn More about our Benefits and Culture!

#NAI #DICE