Job Location: Fully Remote, Corporate based in Albuquerque, NM
Job Type: Full-time
Hours: 40 hours per week with flexibility to work 8-hour shifts between 5 AM and 6 PM MST.
Company Overview: Agile Group, a fast-growing federal government-centric firm, seeks a dynamic and versatile individual to join our team as a Training and Helpdesk Support Specialist. This role is essential in supporting our government clients by providing high-quality training services and effective customer support for proprietary software and project management tools.
Key Responsibilities:
- Training & Development:
- Develop and deliver high-quality training materials, including presentations, manuals, and interactive modules tailored to client needs.
- Facilitate training sessions and workshops on project management principles, methodologies, tools, and best practices.
- Provide one-on-one coaching, helping learners apply new skills, particularly in project management techniques and software tools like Oracle Primavera Cloud (OPC).
- Collaborate with subject matter experts to design instructional content aligned with client standards.
- Stay current with industry trends and integrate emerging technologies into training programs.
- Helpdesk Support:
- Provide remote assistance and troubleshooting for client software issues.
- Respond to helpdesk inquiries via email, phone, or ticketing systems (e.g., ServiceNow).
- Collaborate with higher-tier support teams to resolve complex issues.
- Document and maintain records of support cases, ensuring detailed and organized communication.
- Customer Engagement:
- Serve as a point of contact for both training participants and helpdesk users, ensuring a seamless experience in learning new tools and resolving technical issues.
- Continuously gather feedback to enhance both training programs and customer support services.
Required Skills and Qualifications:
- Experience:
- 2+ years of experience in helpdesk support or training roles.
- Strong instructional design skills and a proven track record of delivering impactful training programs.
- Familiarity with helpdesk ticketing systems (e.g., ServiceNow) and remote assistance tools (e.g., Bomgar).
- Knowledgeable in Microsoft Windows, Office Suite, and domain environments.
- Familiarity with project management tools and software, especially Oracle Primavera
- Cloud (OPC) is a plus.
- Education:
- Bachelor's degree in Education, Instructional Design, Project Management, Information Technology, or a related field.
- Certifications such as PMP, CAPM, or PMI-ACP are preferred but not required.
- Skills:
- Excellent verbal and written communication skills.
- High attention to detail and organizational abilities.
- Strong customer service orientation and problem-solving skills.
- Ability to work collaboratively with various teams and manage multiple responsibilities.
Benefits:
- Comprehensive health, dental, and vision benefits (100% company-paid).
- 401K profit sharing.
- Generous PTO and comp time.
- Company-provided cell phone (personal use allowed).
- Education reimbursement and optional flexible spending accounts (FSAs).
- Cake on your birthday and SWAG!
Clearance:
- Ability to pass a government background investigation (including financial, criminal, educational, and employment verifications).
- Active Public Trust (SF85) preferred
Compensation details: 38-43 Hourly Wage
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