Desktop Technician/Service Desk Analyst

Scope of work
Our client is seeking a Training Support candidate to join our Technical Operation Center (TOC). The successful candidate is expected to provide, training coordination and project deployment scheduling enter training attendees in an online database for tracking attendees' enrollments and attendance status for Court staff.

Service Level Requirements:
The selected contractor will be responsible for developing and implementing technology-related educational sessions for their organization and end-users, providing training/instructions on how to troubleshoot system applications to increase productivity. The candidate should be knowledgeable in computer systems applications. The candidate must have excellent communication and interpersonal skills.

Work Duties:

• Training Coordination and Project Deployment Scheduling
  • Communicate via email to training attendees pre and post-class messages that involve confirming class dates and times.
  • Monitor training material inventory and notify the IT Training Analyst when inventory is low.
  • Answer, or forward to the IT Training Analyst, user questions regarding preparations needed for their training.
  • Upload existing updated training materials to the court Intranet.
  • Create and manage spreadsheets for reporting user training statistics.
  • Create incident or service request tickets in a helpdesk ticketing system for unit deployment schedule and upgrade as well as incidents that need a tech to follow-up with the user.
  • Back-up Training
  • Audit Training classes to learn the content and be able to back up the IT Trainer when necessary.

Statement of Work to be performed:
Our client is seeking a Training Support candidate to join our Technical Operation Center (TOC). The successful candidate is expected to provide, training coordination and project deployment scheduling
enter training attendees in an online database for tracking attendees' enrollments and attendance status for Court staff.

Service Level Requirements:
The selected contractor will be responsible for developing and implementing technology-related educational sessions for their organization and end-users, providing training/instructions on how to troubleshoot system applications to increase productivity. The candidate should be knowledgeable in computer systems applications. The candidate must have excellent communication and interpersonal skills.

Work Duties:

• Training Coordination and Project Deployment Scheduling
  • Communicate via email to training attendees pre and post-class messages that involve confirming class dates and times.
  • Monitor training material inventory and notify the IT Training Analyst when inventory is low.
  • Answer, or forward to the IT Training Analyst, user questions regarding preparations needed for their training.
  • Upload existing updated training materials to the court Intranet.
  • Create and manage spreadsheets for reporting user training statistics.
  • Create incident or service request tickets in a helpdesk ticketing system for unit deployment schedule and upgrade as well as incidents that need a tech to follow-up with the user.
• Back-up Training
  • Audit Training classes to learn the content and be able to back up the IT Trainer when necessary.
• Classes would vary from a three-hour class with eight students at the most to a one-and-a-half-hour class with one student.
• Content is low-level end-user-based training covering basic functions in Windows10 (creating shortcuts, adding printers, etc.), Outlook 2019 basics, Word 2019 basics, accessing (not using) court-specific software programs or online services, and proper shutting down procedures of Windows10.
• Team Communications
  • Periodically send email communications to Windows10 team information the entire team needs to know affecting the progress of the project timelines.
  • Using existing spreadsheets must be able to track and communicate training progress with multiple roles within IT.
• Court Unit Management Communications
  • Gather information from unit supervisors and managers verifying:
• Current staff from existing lists
• Applications staff use from existing lists
• Ad-Hoc
  • Ability to follow-direction and suggest possible solutions as coordination needs arise.

Minimum Qualifications:

• Technical support knowledge of Windows 7 and Windows 10
• Knowledge of Microsoft Office Suite Productivity Tools
• Excellent communication Skills
• Some training experience with adults
• Comfortable in front of groups of people
• Windows10 and Office 2019 experience
• Able to multi-task easily
• Proficient with Excel 2019 (or a version close to 2019)

Additional Skills/Qualifications Desired for each Classification:

• Knowledge of adult learning theory
• Great presentation skills to present to large groups of people at a time
• Experience with a helpdesk ticketing management program
• Knowledge of Windows 7 and Windows 10

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.