Training And Request Coordinator

Salary: $30.52 - $46.79 Hourly
Location : Norristown, PA
Job Type: Full-Time
Remote Employment: Flexible/Hybrid
Job Number: 24-117, 24-118
Department: IT - Admin
Opening Date: 03/11/2024
SUMMARY
Develops and provides computer software training for a variety of software suites used by County personnel. Reviews usage of software systems throughout our environment and makes recommendations for best use of application and data integration. Provides helpdesk support, troubleshooting, and solutions for all software systems. Serves as a backup for extracting Board of Assessment, Voters, Tax data requests and accounts receivable payments into billing system. In addition to providing IT support, this position will provide County employees with user Training and support.
ESSENTIAL DUTIES AND RESPONSIBILITIES

• Train users on basic and advanced features of supported applications;
• Train users in a variety of settings on computer security best practices;
• Coordinates with Helpdesk on support and training functions;
• Acts as a point of contact for IT Department and enters support calls into the ticketing system
• Updates the County webpage;
• Develops course curriculum and instructional material on computer usage, network security, Microsoft desktop and online apps, Adobe Acrobat DC, audio and video apps, and other third party vendor software utilized within county departments;
• Hosts trainings and learning opportunities for County staff;
• Implements IT department's directives concerning training information;
• Formulates effective training strategies that enhance software adoption;
• Creates and maintains instructional material and videos on the ITS Training intranet site;
• Assesses department processes and determines best workflow;
• Participates in Infrastructure Team meetings, as required, and meets to discuss activities, solutions, and recommendations for improvement;
• Develops, collaborates, schedules, and conducts virtual and in-person specific training with department management and staff to align with organizational goals;
• Provides customized one-on-one user training by request;
• Adapts training methods based on individual learning styles and skill levels;
• Presents IT (Information and Technology) department information and services to newly hired personnel on a bi-monthly basis;
• Update content on internal department's SharePoint site;
• Training Announcement email blasts;
• Staff timesheets;
• Assigns new hires to eLearning courses;
• Assesses cost and effectiveness of in-house and external training organizations;
• Liaise with outside training providers to register IT staff for courses;
• Forward staff course completion certificates to HR:
  1. Locates vendors and processed invoices to vendor agencies;
  2. Researches department needs for annual budget;
  3. Requests purchases of trainer-specific software licenses and materials.
• Back-up support for all BOA Data requests (Monthly, BOA, Voters, etc.), emails, and required documentation.

QUALIFICATION REQUIREMENTS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below represents the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• BS Computer Science /5+ years equivalent experience preferred;

• Ability to maintain confidentiality when in contact with non-public information;

• Clearly explain technical complexities related to software functionality, features, and usage in plain terms;
• Ability to understand the business rules of various county departments;
• Help Desk experience;
• In-person and virtual training experience;
• Working knowledge:
  1. Helpdesk ticketing system;
  2. Windows features and functions;
  3. VPN and VDI networks and functionality;
  4. Multi-factor Authentication;
  5. Network security;
  6. Microsoft Access experience to run data extracts per request.
• Proficiency:
  1. Adobe Acrobat DC;
  2. Microsoft Office apps;
  3. Microsoft 365 apps;
  4. OneDrive syncing;
  5. Audio and video editing software;
  6. Virtual meetings (Microsoft Teams and Zoom).
• Must be able to maintain a positive attitude and exhibit professionalism while handling support issues;
• Must be able to work as a team member and work with all members of the County;
• Requires strong written, verbal communication and interpersonal skills;
• Must be able to communicate at different levels of technical acumen;
• Must have passed the Montgomery County background check with no record of criminal convictions;
• Must be able to meet and comply with the County's employment and acceptable use policies;
• Must be able to handle confidential data, the disclosure of which is protected by law.

PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to stand; walk; sit; and talk and hear. The employee frequently is required to taste or smell. The employee is occasionally required to use hands to finger, handle or feel objects, tools or controls; reach with hands or arms; and stoop, kneel, crouch or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision and depth perception.
WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function. The noise level in the work environment is usually moderate.