[Hiring] Senior User Support Specialist / User Trainer @ITC Federal

Role Description

We are seeking an experienced Senior User Support Specialist / User Trainer to support ITC Federal’s work for the U.S. Department of Justice (DOJ) under the anticipated MEGA 6 automated litigation support (ALS) program. This is a fully remote position supporting DOJ’s complex litigation mission.

Usually reports to Help Desk Supervisor/Senior User Trainer or Application Manager.

This position supports the U.S. Department of Justice (DOJ) under the anticipated MEGA 6 procurement. MEGA 6 is expected to continue DOJ’s multiple-award contract vehicle for automated litigation support (ALS) services, following the structure of the MEGA 5 contract. These contracts are designed to provide DOJ offices, boards, divisions, and other federal agencies with information technology, professional services, and litigation support tools to manage complex legal proceedings efficiently.

Responsibilities

• Assists in setting up and operating end user support program for major applications in support of specific projects.
• Sets up overall user training programs, particularly for complex applications such as groupware and workflow packages which require active on-going training and support.
• Develops training course outlines and agendas.
• Establishes training facilities and schedules.
• May supervise work of teams of user support staff, such as help desk staff.
• Organizes, prepares, schedules and conducts training sessions.
• Prepares training approach and materials.
• Arranges for use of training facilities, for access to appropriate applications, etc.
• Performs help desk functions - answering and responding to user phone calls, installing and troubleshooting litigation support packages on user desktops, and coordinating support with office automation support contractors and staff.

Qualifications

• Ability to obtain and maintain a U.S. Government Public Trust clearance prior to start.
• Authorized to work in the United States.
• Ability to work effectively in a fully remote environment.
• At least two years of experience involving teaching/training users in computer applications, preferably database, imaging, or other automated litigation support applications.
• At least one year must be experience with the specific applications being supported.
• Must have hands-on familiarity with the network, telecommunications, and operating systems environment of the applications being supported.
• Should be an expert user of the Government's word processing, spreadsheet, and email systems.
• Excellent oral and written communications skills required.

Preferred Qualifications

• Supervisory experience helpful.
• Experience with DOJ office automation environments extremely helpful.
• Undergraduate degree strongly preferred.

Work Environment and Physical Demands

• This is a fully remote position; work is performed from a home office.
• Must be located in or near the Washington, DC area and available for short-notice on-site meetings.
• Work is primarily sedentary, performed while using a computer for extended periods of time.

Benefits

• Health, Dental and Vision
• 401(k)
• Tuition Reimbursement
• Flexible Spending Account (FSA)
• 11 Paid Federal Holidays
• 3 weeks’ Paid Time Off