Senior User Support Specialist / User Trainer

ITC Federal, LLC; Washington (District of Columbia); Hybrid; USD 80,000 - 120,000; Full time

Benefits offered by this job

Health, Dental and Vision

401(k)

Tuition Reimbursement

FSA

11 Paid Federal Holidays

3 weeks PTO

Job summary

ITC Federal, LLC is seeking a Senior User Support Specialist / User Trainer to support the U.S. Department of Justice under the MEGA 6 automated litigation support program.

This remote role focuses on training end users for major applications and office automation tools, ensuring effective usage and user proficiency. The position requires developing training plans, delivering user training, and providing help desk support while coordinating with DOJ personnel.

Qualifications

• Two years of experience teaching/training users in computer applications (database, imaging, or litigation support).
• At least one year of experience with the specific applications being supported.
• Hands-on familiarity with the network, telecommunications, and OS environment of the applications.
• Excellent oral and written communications skills.

Responsibilities

• Assists in setting up and operating end user support programs for major applications.
• Sets up training programs for complex applications and litigation support tools.
• Develops training outlines and agendas; establishes facilities and schedules.
• May supervise teams of user support staff and coordinators.
• Organizes, prepares, schedules and conducts training sessions for diverse audiences.
• Prepares training materials and coordinates access to applications and facilities.
• Performs help desk functions: handle user inquiries, install and troubleshoot packages.

Skills

Training delivery

Remote work

Technical troubleshooting

Oral & written communication

Education

Undergraduate degree preferred

Job description

Overview

JOB TITLE: Senior User Support Specialist / User Trainer

AGENCY SUPPORTED: U.S. Department of Justice (DOJ) – MEGA 6 Automated Litigation Support

POSITION TYPE: Full-Time, Contingent Upon Award

LOCATION: Remote

CLEARANCE: Public Trust – Candidates do not need to be cleared at the time of application but must be able to obtain and maintain a Public Trust clearance prior to starting.

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

ITC Federal, LLC (ITC) connects technology advancements in automation and AI, customer experience, and financial services to solve government mission challenges, enabling smoother operational efficiency and bolstering national security. We leverage the latest technology innovations and proven approaches to better serve the mission and support the DOJ, DoJ, and DoW workforce, customers, and programs, regardless of scale or complexity. ITC is located in Fairfax, VA and offers an outstanding compensation and benefits plan and a challenging and rewarding professional work environment.

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.

Important: This opening is being established in connection with the MEGA 6 contract vehicle award itself. ITC Federal must still be awarded individual task orders under the vehicle before employees can be onboarded. Accordingly, this position is full-time and contingent upon both contract award and the award of the applicable task order.

POSITION OVERVIEW:

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

PROGRAM CONTEXT:

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

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 to ensure that they are being used effectively, but also for litigation support and office automation applications.
• 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.
• Training will most often be user-level training for specific databases or specific software packages, including word processing and other office automation packages, but may sometimes also include team building training, contract/document center orientations, etc. Audience may include attorneys, paralegals, Government Case Managers, client agency staff, and/or other Contractor employees.
• 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

REQUIRED:

• Ability to obtain and maintain a U.S. Government Public Trust clearance prior to start (candidates are not required to be cleared at the time of application).
• 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 will generally be expected.
• 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.

ITC Federal is an equal opportunity employer and will not discriminate against any application for employment on the basis of age, race, color, gender, national origin, religion, creed, disability, veteran status, marital status, sexual orientation, genetic information, military status, disability, or sex including pregnancy and childbirth or related medical condition or on any other basis prohibited by law.