Computer User Support Specialist Junior Tier 1 Trainer (2949)

PSI Pax is an Economically Disadvantaged Woman-Owned Small Business (EDWOSB) Headquartered in California, MD. We are recognized as key contributors to our DOD Customer's mission specializing in Information Technology, enterprise resource planning, business and financial management, acquisition, and logistics. PSI Pax is at the forefront of innovation in supporting our DOD customer's complex requirements. We help our customers nationwide coordinate services across their enterprises, enhance efficiency through process improvement, and delivering quality services within cost and on schedule.

PSI Pax, Inc. has an exciting opportunity for Computer User Support Specialist (Junior) - Tier 1 Trainer to support our government customers in Patuxent, River MD.

Duties & Responsibilities:

The Tier 1 Trainer will prepare, deliver, and administer the training of Tier 1 agents on-boarding on the Tier 1 Team. The trainer will be responsible for the follow:

• Develop and prepare training materials in accordance with the Enterprise Service Desk (ESD) standards.
• Coordinate, schedule, and deliver instructor-led training (ILT) in the form of in person individual or group instruction, classroom instruction.
• Collaborate with ESD Tier 1 Manager and technical and functional Subject Matter Experts (SME) to evaluate the current content / quality of training materials to develop a comprehensive training curriculum.
• Coordinate and produce training schedules and classroom agendas.
• Ensure training delivery is clear, engaging and aligns with organizational goals.
• Maintain a positive learning environment.
• Demonstrate deep understanding of the subject matter.
• Demonstrate ability to respond accurately to learner questions.
• Demonstrate ability to adjust training content to reflect learner needs.
• Assess program training efficacy based on observations as well as learner and client feedback.
• Maintain knowledge of the latest updates to relevant systems.
• Provide technical assistance to computer program users.
• Answer questions or resolve computer problems for clients in person, or via telephone or electronically.
• Assist with Tier 1 assignments and duties as assigned by the Tier 1 Manager and/or Operations Manager.

Required Qualifications:

• Strong administration skills
• Strong oral and written communication skills.
• Strong customer service experience.
• Ability to obtain and maintain a DoD Non-NISP Clearance, Public Trust Clearance or higher-level US clearance.
• Ability to work on-site at customer facility.

Preferred Qualifications:

• At least 6 months of ESD Tier 1 experience.
• Hands on experience using Genesys and Ivanti products.
• A current, active Non-NISP Clearance, Public Trust or higher-level US clearance

Education Requirements:

Must have a High School Diploma/ GED

PSI Pax, Inc. is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, marital status, disability, veteran status, sexual orientation or genetic information.

PSI Pax, Inc. is an E-Verify Participant.