Technology Trainer
Job Details
Experienced
New York City / Washington D.C. - ,
Full Time
BA/ BS
Negligible
Description

The Service Desk Trainer is responsible for providing comprehensive training, service desk and technical support activities for the AIUSA’s information technology operations. This position performs planned training, just-in-time education and IT support for the AIUSA user community under the guidance/supervision of the organization’s internal IT executive management. 

 

Responsibilities 

  • Present live and web based instructor-led training and technology awareness sessions 

  • Develop and deliver orientation training for new staff on AIUSA network, standard software, and systems 

  • Draft, edit and deliver routine technical training email communications and newsletters 

  • Design, develop, implement, and evaluate training curriculum, exercises, assessments, supporting documentation, and other materials to be used in training 

  • Create and communicate training schedules in consultation with departmental/unit leaders 

  • Maintain learning management system to track training participants’ status and results 

  • Review training materials and documentation and keep them up to date 

  • Create and administer training event feedback mechanisms. 

  • Analyze results, make recommendations for training improvement, and integrate changes in curriculum and/or courses. 

  • Provide end-user technical support and assistance as needed 

  • Participate in evaluating new software applications for potential deployment to the organization 

  • Diagnoses hardware, software, and operator problems and takes remedial actions or recommends procedural changes  

  • Loads and configures operating systems and applications such as Office 365, Adobe and video conferencing application 

  • Monitors IT requests and provides direct to assistance to end users in the troubleshooting, set-up, installation, and configuration of office technology hardware and software, including personal computers, cell phones, and other hand-held devices 

  • Accurately document instances of hardware failure, repair, installation, and removal and prepare reports 

  • Recommend, schedule, and perform PC and peripheral equipment improvements, upgrades, and repairs 

  • Assist in developing long-term strategies and capacity planning for meeting future computer hardware needs 

  • Presents a positive image of work group and AIUSA to others 

  • May occasionally represent organization with external coalitions and audiences with guidance from supervisor 

  • Exercises judgment to choose work method/procedure and to schedule tasks appropriately to meet deadlines 

  • Participates in shared responsibility and collaboration with volunteers, internal and external constituents 

Requirements

Education and Experience: 

  • BA/BS in Information Technology preferred  

  • At least 3 years of technical training experience 

  • Nonprofit experience preferred 

Certifications and/or Qualifications: 

Knowledge of relevant software, hardware and installation processes – specifically MS Office365, desktop applications, networking, and both Mac and PC fluency 

 

Skills: 

  • Excellent written and oral communication skills, including instructional and presentation skills 

  • Ability to conduct research into course development and delivery concepts, as well as technical software issues 

  • Ability to present ideas in business-friendly and user-friendly language 

  • Excellent interpersonal skills in a customer service or support-providing environment 

  • Excellent organizational skills and attention to detail 

  • Ability to manage multiple tasks simultaneously  

  • Ability to work independently and manage time efficiently  

  • Ability to work autonomously and in a team environment 

  • Diplomatic skills to obtain trust, cooperation, and understanding in order to resolve more complex problems and recommend appropriate solutions 

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