IT Support Specialist III

TekWissen LLC; Gainesville (GA); Hybrid; USD 55,000 - 75,000; Part time

Job summary

TekWissen Group is seeking an IT Support Specialist III in Gainesville, GA for an 8-month hybrid assignment to deliver IT training to GDOT staff on desktop, web, and mobile applications. The role includes administering enrollments in the LMS, creating training content, and coordinating schedules across the statewide IT training team.

The candidate will publish schedules, track progress, and collaborate with GDOT business units to increase class enrollments, while delivering effective training in

Qualifications

• Experience delivering IT training to adult learners.
• Familiar with LMS (Oracle/Workday) and administering enrollments/testing/completions.
• Ability to develop training content using Microsoft Word, PowerPoint, and related tools.

Responsibilities

• Adheres to the priorities, procedures, objectives, and guidance of their GDOT Team Leader and IT management.
• Keeps Team Lead fully informed of work schedule, technical issues/risks, or any travel or accommodation concerns.
• Learns and maintains knowledge of GDOT IT applications to a level sufficient to effectively teach and guide learners in its use and operation.
• Maintains, coordinates, and communicates training schedules/course offerings with end users and stakeholders.
• Ensures training environments and data are ready prior to training classes.
• Conducts virtual classroom training, on-site classroom, and webinars/user group sessions.
• Establishes effective relationships throughout the organization, both within IT, Human Resources, and across business units/customers/stakeholders to identify/address gaps in user training and solicit class enrollment.
• Reserves conference rooms/equipment, confirms enrollments before travel, makes appropriate travel arrangements, and travels safely.
• Conducts online training using Microsoft Teams and on-premise training in conference rooms/computer labs.
• Provides an engaging, interactive learning experience to learners.
• Maintains professionalism and order within the classroom to complete course objectives.
• Completes enrollments, course attendance/completions, and assigns appropriate scoring/grades within the LMS. Sends out surveys.
• Ensures correct recordkeeping within the LMS, timekeeping/work activity reporting, and performance indicator reporting.
• Ensures travel expenses, taxes, and forms are correct on billing statements, etc. Submits expense reports through appropriate systems and within expected timeframes.
• Reviews and updates training materials and documentation.
• Produces effective training content suitable to course audience. Publishes course materials as needed.
• Participates in IT projects. Provides user training support with IT product user acceptance testing, initial rollouts, and ongoing production operation.
• Able to adapt/respond in a dynamic, fast-paced, customer-focused IT environment.

Skills

Training

Content development

Communication

Teamwork

Customer service

Results orientation

Planning & organization

Travel

Job description

Overview

TekWissen is a global workforce management provider headquartered in Ann Arbor, Michigan that offers strategic talent solutions to our clients world-wide. Our client provides a full range of services including web portal providing information on the state, business and economic development, public safety, Learning, law, justice, health, education, Corrections, transportation, IT, Social Services and culture. It also supplies information on government services and current job openings.

Job Title

IT Support Specialist III

Location

Gainesville, GA

Duration

8 Months

Job Type

Temporary Assignment

Work Type

Hybrid

Job Description

Job Summary

• The job will be to deliver IT training to GDOT staff (adult learners) on custom GDOT IT developed and Commercial-Off-The-Shelf (COTS) applications. GDOT will train the candidate in these products. Candidate will deliver training for desktop, web, and mobile applications. Candidate will work with GDOT users to identify training needs, courses, and content.
• Candidate will publish training schedules/course offerings within GDOT Learning Management System (Oracle/Workday), administer learner enrollments/testing/completions, assign grades/scoring or awarding of certifications.
• Candidate will send and review training surveys to obtain feedback to improve training delivery and GDOT IT products. Candidate will collaborate/develop relationships with GDOT business units to increase class enrollments and address technical needs. Candidate will also facilitate vendor or contractor delivered training.
• The candidate will develop/update/maintain IT training content. They will compile information to create PowerPoint presentations, IT Trainer Guides, Quick Reference Guides, User Manuals, Storyboards, Videos, and/or Computer Based Training. Candidate will engage technical staff to develop training content.
• GDOT highly desires a candidate who can develop training content using Microsoft Word, Microsoft PowerPoint, Scribe, TechSmith Camtasia, Adobe Captivate, and/or Articulate 360/Storyline.
• Candidate will complete recordkeeping for tracking time/activities, timecards, performance indicators, and ensure submitted data is accurate.
• Candidate will be working as a team member within the IT organization of GDOT and report to a Team Leader/Supervisor. The IT Training Team is composed of IT Trainers, Instructional Designers and a Team Leader. The team delivers training statewide on 40 applications. Training courses cover a variety of transportation topics such as contract administration, material testing, construction inspections, asset management/maintenance, and emergency operations.

Core Competencies

• Training: Employs a variety of instructional techniques; effectively obtains learner engagement; delivers competency-based learning; actively seeks feedback to improve.
• Content Development: Produces high quality training content quickly with minimal rework.
• Communication: Routinely and effectively communicates with GDOT learners/customers; with Team Leader on work assignments/priorities, timelines, risks/issues, travel issues, etc.
• Teamwork and Cooperation: Supports their team and IT to accomplish common goals, objectives, projects, and tasks. Demonstrates a "can- do" or "team player" attitude. Assists in conducting scheduled classes when other instructors are unable to conduct (e.g. call in sick).
• Customer Service: Provides helpful, courteous, responsive, and knowledgeable service. Ensures customer IT needs/issues get routed to appropriate support staff/IT management. Demonstrates patience and empathy with learners. Honors commitments and provides follow-up/follow-through. Provides learning opportunities to meet GDOT business needs, offer the complete course catalog, and schedule classes equitably across Districts.
• Results Orientation: Consistently delivers required business results; demonstrates successful attainment of performance indicators for courses, classes, and enrollments; sets and achieves achievable, yet aggressive goals; consistently complies with quality standards in meeting deadlines; maintains focus on achieving GDOT IT goals/objectives.
• Planning and Organization: Plans schedules, work assignments, and travel arrangements sufficiently in advance. Confirms work priorities and manages time effectively.
• Travel: Able and flexible in travelling to conduct scheduled on-site training.

Responsibilities

• Adheres to the priorities, procedures, objectives, and guidance of their GDOT Team Leader and IT management.
• Keeps Team Lead fully informed of work schedule, technical issues/risks, or any travel or accommodation concerns. Proactively communicates and takes steps with Team Leader and IT management to mitigate any issues/risks.
• Learns and maintains knowledge of GDOT IT applications to a level sufficient to effectively teach and guide learners in its use and operation.
• Maintains, coordinates, and communicates training schedules/course offerings with end users and stakeholders.
• Ensures training environments and data are ready prior to training classes.
• Conducts virtual classroom training, on-site classroom, and webinars/user group sessions.
• Establishes effective relationships throughout the organization, both within IT, Human Resources, and across business units/customers/stakeholders to identify/address gaps in user training and solicit class enrollment.
• Reserves conference rooms/equipment, confirms enrollments before travel, makes appropriate travel arrangements, and travels safely.
• Conducts online training using Microsoft Teams and on-premise training in conference rooms/computer labs.
• Provides an engaging, interactive, and positive learning experience to learners.
• Maintains professionalism and order within the classroom to complete course objectives.
• Completes enrollments, course attendance/completions, and assigns appropriate scoring/grades within the LMS. Sends out surveys.
• Ensures correct recordkeeping within the LMS, timekeeping/work activity reporting, and performance indicator reporting.
• Ensures travel expenses, taxes, and forms are correct on billing statements, etc. Submits expense reports through appropriate systems and within expected timeframes. Complies with travel policies and reimbursement procedures.
• Reviews and updates training materials and documentation.
• Produces effective training content suitable to course audience. Publishes course materials as needed.
• Participates in IT projects. Provides user training support with IT product user acceptance testing, initial rollouts, and ongoing production operation.
• Able to adapt/respond in a dynamic, fast-paced, customer-focused IT environment.

TekWissen Group is an equal opportunity employer supporting workforce diversity.