Help Desk/Trainer

NetImpact Strategies is seeking a Help Desk Specialist/Trainer to support a Federal Client. This role is 100% remote. The ideal candidate will have previous experience in data administration, training, or project coordination. The role requires the candidate to be eligible for a Government Secret Clearance; Preference to those already maintain this clearance will be given.

Responsibilities

Provide customer service and support to drive higher adoption, including training, events, learning assets, marketing campaigns, etc.
• Support the triage of defects as requested and needed
  • Understand the interfaces and dependencies between various technologies and processes to identify next step for triage
• Manage stakeholder expectations and satisfaction levels
  • Disseminate, collect, and analyze customer satisfaction surveys
  • Connect and build trust with users to solicit feedback
• Define and validate requirements (SCRs) and expected results for acceptance
  • Document requirements in testable format
  • Conduct testing of requirements, using user-centric, empathetic understanding of their experience
  • Document test cases and results
• Develop, lead, and execute Functional, Integration, and User Acceptance Testing
  • Document test scripts and work with developer to automate repeated testing
• Provide inputs to reports and requirements traceability
  • Accurately capture metrics for weekly and monthly reports without supervision
  • Share timely information with the team received from user base in order to keep training material fresh
• Support team in business process re-engineering and the workstream functional Subject Matter Expert (SME) in guiding organization to conduct business in a more efficient manner by sharing observations and insights based on user interactions
  • Work to define or leads the dialogue in defining enterprise-wide business processes and tailoring parameters for respective Directorates or Assistant Director organizations
• Manage system-wide communications, such as informative details, workaround and outage notifications, Release Notes, and training schedule
  • Ensure timely information is provided to user base to reflect changes in schedules and services
• Designing, implementing, and hosting virtual training programs and sessions for a variety of users across the world
• Ensure training is conducted per the project schedule or per user need and provides feedback to revise Training Strategy and Plan, as applicable
• Develop accurate, error-free instructional materials in written, online, and video formats according to specifications, including 508 compliance, team style guides, and agency brand requirements

Required

• Bachelor's degree and a minimum of 2 years of professional experience in data, administrative support and/or project coordination
• US Citizenship and Secret Clearance eligible (preference over resources who already possesses a Secret and/or a DoD CAC)
• Ability to obtain Security certification within 6 months
• Recognizes problems or situations that are new or without clear precedent, evaluates alternatives and finds solutions using a systematic, multi-step approach
• End-user management experience (e.g., Help Desk, Training)
• Attention to detail in reviewing user forms for compliance
• Ability to support custom technology solution (e.g., understand at a high-level its components) and the product development/enhancement lifecycle using Agile methodology
• Translate reported issues from users, proactively self-identified defects, and other feedback into user stories and change requests
• Ability to manage multiple, ongoing tasks and prioritize time to meet most relevant, urgent, and impactful requests
• Ability to understand business processes and effectively communicate business rules to end-users via verbal and written communication
• Strong customer-service attitude and high responsiveness (e.g., strong sense of urgency)
• Strong verbal/written communication and presentation skills, particularly in translating technical concepts into understandable format
• Knowledge of traditional and modern job training methods and techniques
• Self-starting and self-managing - ability to work independently to complete tasks and proactive reach out to resolve challenges in a timely manner
• Mastery of Microsoft suite (e.g., Outlook, Teams, Excel, etc.) for daily use

Preferred

• Previous Federal Consulting experience

#LI-Remote

Perks of working at NetImpact Strategies

• Your health comes first - we offer comprehensive medical, dental, & vision insurance that starts the first of the month after you join the team

• Invest in your future - 401(k) Plan - Immediately vested employer contributions; no matching required

• Work hard, play hard - we offer a generous Paid Time Off (PTO) policy, one (1) additional day of paid wellness leave per calendar year, and observe ten (10) federal holidays

• Pawsitively pawesome - Pet Insurance (because our little critters are part of our families, too!)

• Invest in your education - Tuition reimbursement, internal training programs, & company-sponsored industry certifications!

• Be part of a dynamic and collaborative work environment recently ranked by The Washington Post as a Top Work Place in 2019, 2021,2022, 2023, & 2024!

• Have fun and celebrate and give back - Team building activities, community volunteering, quarterly HQ days, wellness events, happy hours, family fun events, and more!

ABOUT US

NetImpact Strategies Inc. (NetImpact) has been a Trusted Advisor driving impact through digital transformation for the Federal Government for over a decade. We solve complex problems with innovation and agility to create meaningful, transformative, and enduring change. As Trusted Advisors, NetImpact professionals partner with customer agencies to deliver solutions that empower them to not only meet their missions but also realize their strategic vision through agile, outcome-focused solutions addressing both strategic and tactical requirements. We design and implement comprehensive, tailored solutions that are both mindful of the client's culture and organizational dynamics. NetImpact's core values and commitment to a customer and results-oriented delivery approach has propelled our growth and enabled us to deliver impactful value across Strategic Consulting, Process Automation, Cloud, DevSecOps, Data and Analytics, and Cyber Security for the Federal Government.

ACCESSIBILITY NOTE

NetImpact Strategies is committed to complying with all applicable provisions of the Americans with Disabilities Act, as amended ("ADA"), and applicable state and local laws. It is NetImpact's policy not to discriminate against any qualified person or applicant with regard to any terms or conditions of employment on the basis of such individual's disability. Consistent with this policy of non-discrimination, NetImpact will provide reasonable accommodations to an individual with a disability, as defined in the ADA or applicable law, who has made NetImpact aware of his/her disability, unless doing so would cause undue hardship to NetImpact. If you are an applicant and need reasonable accommodation when applying for job opportunities within NetImpact, or request reasonable accommodation to utilize NetImpact's online employment application, please contactcareers@netimpactstrategies.com.

EQUAL OPPORTUNITY EMPLOYER

NetImpact is committed to the development of a creative, diverse, and inclusive work environment. In order to provide equal employment and advancement opportunities to all individuals, employment decisions at NetImpact will be based on merit, qualifications, and abilities. NetImpact does not discriminate against any person because of race, color, creed, religion, sex (including gender identity, sexual orientation, and pregnancy), marital status, national origin, disability, age, veteran status, genetic information or any other characteristic protected by federal, state, and local laws (referred to as "protected status").