Jobs
>
Washington, D.C.

    Training Helpdesk Support Specialist - Washington, United States - Cape Fox Federal Contracting Group

    Cape Fox Federal Contracting Group
    Cape Fox Federal Contracting Group Washington, United States

    1 week ago

    Default job background
    Full time
    Description

    Job Description

    Job Summary
    The purpose of this order is to provide the necessary level of professional and technical support required to facilitate the overall operational objectives of USAID and Human Capital and Talent Management (HCTM) Center for Professional Development (CPD) programs and functions. The Contractor will provide training consultation, development, facilitation and administration support on a full-time basis in support of HCTM/CPD's mission and its Global Workforce Learning Strategy (GWLS) objective to strengthen the capacity of the Agency's global workforce by ensuring they are well-equipped with the knowledge, skills, abilities and resources to administer programs around the world. The Contractor shall provide these services, materials and related equipment to perform the work delineated herein.

    The candidate will respond to HCTM needs in the training and employee development programs and initiatives, network with HR colleagues and other USAID units and perform the following tasks with deliverables as described.

    The statements contained in this job description reflect general details as necessary to describe the principal functions of this job, the level of knowledge and skill typically required, and the scope of responsibility. It should not be considered an all-inclusive listing of work requirements. Employee may perform other duties as assigned, including work in other functional areas to cover absences or relief, to equalize peak work periods or otherwise to balance the workload.

    Essential Functions and Responsibilities
    Duties include:

    The candidate provides technical support on the full range of issues pertaining to Training, Education, Employee Development and/or Career Development and other HR duties as assigned. Incumbent is responsible for the registration and enrollment of attendees through the Agency's Learning Management System (LMS).

    Essential functions of the job:

  • Provide registration and database support as needed for a variety of training courses sponsored by bureaus, offices and divisions within USAID.
  • Maintain a monthly synopsis calendar of all HCTM-sponsored training events held in the Washington Learning Center, in any rented classroom in the Washington, D.C. area, and at USAID missions overseas. The schedule shall be available electronically in a "read only" format via the USAID University website and updated weekly to accurately reflect all bookings. The schedule shall list all events by room and location.
  • Create new accounts and assist users with registering through the LMS. This may include password assistance, assigning a supervisor, and registering for a class.
  • Enter all applicable information in the LMS and notify participants and, if requested, the HCTM staff specialist regarding enrollment dates, times, and locations.
  • Add courses to the LMS.
  • Record course completions by each employee in the LMS training database.
  • Respond to LMS and training related inquiries generated via telephone and e-mail.
  • Answer inquires on availability of courses and the registration process.
  • Provide assistance on using the automated, on-line SF-.
  • Provide upon request course attendance rosters that list selected participants and a waitlist of non-selectees.
  • Update students' records in the LMS with information on who attended and completed the training.
  • Provide training reports for other Agency staff to include such information as course attendance, completion, and subject area. The reports shall be provided on-demand and delivered electronically upon request.
  • Manage classroom scheduler functions.
  • Manage class enrollment (i.e., add waitlisted users to enrolled status).
  • Set-up prerequisites requirements.
  • Manage the LMS course approval queue.
  • Update tuition data (i.e., cost per seat) for all classes in the LMS.
  • Assist users with registering for training, accessing transcripts, and obtaining completion certificates.
  • Maintain an electronic archived file of LMS users who have left the Agency for seven years from the date of an individual's departure that will serve as evidence of successful course completion when separated USAID employees return to USAID in subsequent positions (such as COR Certification Course).
  • Report classroom no-shows to the Training Program Managers by 10:00 a.m. the day a new course opens.
  • Provide course roster at least once per month for specific training courses.
  • Monitor every three days those class rosters with waiting lists to fill unexpected vacancies.
  • Actively work with course facilitators the morning new courses open to fill vacant seats with wait-listed staff for those courses offered in the Washington, D.C. area.
  • Process the hardcopy SF-s, check for completeness and accuracy, and forward to the appropriate training vendor.
  • Notifying the requestor within one full day of acceptance (or non-acceptance as the case maybe) into the requested training course.
  • Provide the date, time and location of the course, and notify the participant of any changes within five working days of receipt of training request.
  • Input data from received SFs into the LMS.
  • Fax, scan, or email completed training forms to third party training institutions.
  • Confirm enrollments.
  • Notify the participants and HCTM staff specialist of enrollment dates, times and location.
  • Confirm course completion on a quarterly basis to assist in the reconciliation of training invoices.
  • Maintain a log of Foreign Service Institute (FSI) enrollments, the dates the training request forms are forwarded to FSI, and when participants were notified of enrollment.
  • Input training completion information into the Learning Management System.
  • Collect copies of the final attendance roster for both on-site and off-site training from the instructor and log completion information into the LMS training database.
  • Provide assistance to the participants and the instructor on how to use the on-line evaluation system.
  • Provide, upon request, the results of such evaluations to the CPD Program Manager or the instructor.
  • Keep attendance sheets in individual files for each course, with all related hard-copy information.
  • Provide the Training Program Managers with monthly training reports that reflect the number of USAID employees trained by course.
  • Prepare end-of-course certification certificates and forward to appropriate offices.

    • Additional Duties

  • Serves as Customer Service and LaunchPad/Service Ticket Intake Administrator initiating, resolving and closing tickets.
  • Incumbent will also provide broad-scoped logistical and technical support for the Division and staff of the assigned Unit.
  • All work must meet or exceed generally accepted performance and quality standards for professional business organizations.
  • Additional duties as assigned.
    • Travel Requirements 0 - 10% Salary Grade Job Requirements

    Education and/or Experience
    Not required to have a postsecondary degree; however, job experience in relevant essential duties is required.

    Must have a minimum of five years' experience providing support to end users on a variety of issues; ability to identify, research, and resolve technical problems; respond to telephone calls, email and personnel requests for technical support; documents, tracks, and monitors the problem to ensure a timely resolution.

    Qualifications and Requirements
    Must possess qualities in the following areas: customer-service skills; listening skills; problem-solving skills; speaking skills; and writing skills.
    Ability to work under deadline pressure, handle stress and deliver professional results.
    Long hours and weekends may be required to meet deliverables.
    Strong written and oral communication skills, organizational skills, and attention to detail.
    Self-motivated with minimal oversight.
    Computer skills including Microsoft Word, Excel, PowerPoint, and Outlook.
    Some travel may be required.

    Must have authorization to work in the United States as defined by the Immigration Reform Act of .

    MUST BE ABLE TO OBTAIN AND MAINTAIN USAID FACILITY ACCESS

  • Owia Technology

    IT Support Specialist

    1 week ago

    Owia Technology Washington, United States

    **IT Support Specialist** · **8:30-5:30 pm, with some evening/weekend hours on occasion** · Seeking a very detail-oriented I.T. Support Specialist with the desire to join a positive, team-oriented company with a family-feel who has been providing small to mid-sized businesses wit ...

  • Customer Value Partners, Inc

    IT Support Specialist

    6 days ago

    Customer Value Partners, Inc Washington, United States

    Overview: · CVP seeks an IT Support Specialist to administer and support desktop, server, network, and cloud infrastructure components for our corporate office in Washington, DC. This is a user-facing role providing direct support to remote staff. The professional in this role wi ...

  • B&B Solutions US

    IT Support Specialist

    3 days ago

    B&B Solutions US Washington, United States

    **About Us** · B&B Solutions is a mission focused 8(a) Small Disadvantaged Business, located in the Washington, DC metropolitan area. B&B provides multi-faceted and nuanced support services for Federal, State, Local, and Commercial clients. Our support includes Professional Servi ...

  • Brightkey, Inc

    IT Support Specialist

    2 days ago

    Brightkey, Inc Washington, United States

    **Schedule, Benefits, & Compensation**: · - Location: Onsite in Washington, DC · - First shift, Monday through Friday · - Medical, Dental, & Vision Insurance · - Participation in company 401k program · - Paid Time Off · **Responsibilities**: · - Image/reimage of PCs/laptops · - U ...

  • Tech-Marine Business, Inc.

    Technical Support Specialist

    1 week ago

    Tech-Marine Business, Inc. Washington, United States

    Overview: · **_ COMMITMENT. EXCELLENCE. INTEGRITY._** · **_ · Our Mission Statement_** · - TMB will strive to be the best Employee-Owned Business contributing to our National Defense._ · - We are committed to providing meaningful work, fair compensation, benefits that support a w ...

  • Northeastern University

    IT Support Specialist

    6 days ago

    Northeastern University Arlington, United States

    About the Opportunity · Job Summary · Reporting to the Director of Global IT Services, this position will be housed on the Arlington campus, and 100% on-site. They will provide technical support to their campus and remote support in conjunction with the Global IT team to Northeas ...

  • Community Bridges, INC

    Peer Support Specialist

    2 days ago

    Community Bridges, INC Washington, United States

    Community Bridges, Inc. (CBI) is an integrated behavioral healthcare agency offering a variety of different programs throughout Arizona. CBI provides residential, outpatient, inpatient, patient-centered medical homes, medication-assisted treatment, and crisis services to individu ...

  • CODICE

    IT Tech Support Specialist

    6 days ago

    CODICE Washington, United States

    **Job Title: IT Tech Support Specialist - Tier II** · **Position Summary** · The Technical Support Specialist - Tier II will play a critical role in providing effective technical support services to users, troubleshooting various hardware and software issues, and ensuring the smo ...

  • Changing Technologies, Inc.

    Peer Support Specialist

    14 hours ago

    Changing Technologies, Inc. Washington, United States

    **POSITION: Certified Peer Specialist**: · - **LOCATION: 64 New York Ave NE, Washington, DC 20002, United States**: · - **CONTRACT LENGTH: Long Term (36 Months contract)**: · - **Pay rate: $19.20/hr** · **JOB DESCRIPTION**: · - Helping people advocate for and access resources the ...

  • Hill Associates

    IT Management Support Specialist

    1 week ago

    Hill Associates Washington, United States

    Hill Associates Corporation is seeking an **IT Management Support Specialist** to join our team supporting the Office of the Chief Information Officer (OCIO) in a large Washington, D.C. Cabinet-level Federal agency. The position will report directly to the Bureau Chief Informatio ...

  • MEDSTAR HEALTH

    Support Services Specialist

    6 days ago

    MEDSTAR HEALTH Washington, United States

    Performs a variety of tasks for the departments within support services including, but not limited to transporting patients and items, delivering linen, food, equipment and medical supplies, receiving medical supplies and/or equipment, patient room cleaning, trash and soiled line ...

  • Community Partnership for the Prevention

    Contract Support Specialist

    1 week ago

    Community Partnership for the Prevention Washington, United States

    **JOB TITLE**: Contract Support Specialist · **JOB TYPE**: Full-Time, At-Will, Salaried Position · **SALARY**: $50,000-$55,000 · ***: · The Contract Support Specialist is primarily responsible for providing administrative support to The Community Partnership for the Prevention of ...

  • IDEA Public Charter School

    Attendance and Support Specialist

    4 days ago

    IDEA Public Charter School Washington, United States

    **Position: Attendance and Enrollment Specialist** · **Status**: This is a full-time, exempt, 12-month position. · **About IDEA**: · IDEA Public Charter School in Washington DC is designed to challenge, motivate, and strengthen the intellect of all of our students, whether they a ...

  • Department of Buildings

    Program Support Specialist

    1 week ago

    Department of Buildings Washington, United States

    This position is located in the Department of Buildings (D0B), Office of Civil Infractions (OCI). The incumbent serves as a Program Support Specialist, responsible for providing a full range of programmatic and administrative work supportive of the day-to-day program operating ac ...

  • Imagineeer

    Administrative Support Specialist

    1 week ago

    Imagineeer Washington, United States

    About the Company: · Imagineeer is leading the charge in data transformation, impacting sectors from healthcare to government operations, green energy, supply chain, and sports. Leveraging cutting-edge technologies like AI, post-quantum security, and blockchain, we empower decisi ...

  • Prometheus Federal Services

    Credentialing Support Specialist

    1 week ago

    Prometheus Federal Services Washington, United States

    Prometheus Federal Services (PFS), a trusted partner to federal healthcare agencies, is currently seeking a Credentialing Support Specialist to be a part of a team supporting federal contracts with the U.S. Department of Veterans Affairs (VA) / Veterans Health Administration (VHA ...

  • ARL Incorporated

    Administrative Support Specialist

    4 days ago

    ARL Incorporated Washington, United States

    **Job Summary** · The Administrative Support Specialist will provide administrative support to the division's contracting activity. · **Essential Functions** · - Obtain program office approval of potential submissions for future years prior to submission in APFS · - Submission of ...

  • US National Gallery of Art

    Gallery Support Specialist

    1 week ago

    US National Gallery of Art Washington, United States

    **Duties**: · As the Gallery Support Specialist: · - Support chief of communications and publicists in communications/promotions planning and activations through various channels of communications. · - Manage RSVP list, agendas, briefing materials, and guest badges for press even ...

  • SO Bran Inc

    Operations Support Specialist

    1 day ago

    SO Bran Inc Washington, United States

    Join The Winning Team...Team SoBran At SoBran, we care about people. SoBran's success hinges on our employees. We maintain a professional environment and ensure that our people have the tools and training to achieve; and opportunities for learning and advancement. Our employees' ...

  • US Treasury, Departmental Offices

    Administrative Support Specialist

    1 day ago

    US Treasury, Departmental Offices Washington, United States

    **Duties**: · As an Administrative Support Specialist, you will: · - Coordinate complex logistics and paper flow for the Office of Investment Security, including official recordkeeping for the interagency Committee on Foreign Investment in the United States (CFIUS) and receipt of ...