Service Desk Training Architect

General Dynamics - IT; Bethesda (MD); On-site; USD 75,000 - 110,000; Full time

Benefits offered by this job

Full-flex work week

401K with company match

Comprehensive health and wellness

Internal mobility team

Paid education and certifications

Cutting-edge technology learning

Paid vacation and holidays

Job summary

General Dynamics - IT seeks an IT Service Desk Training Specialist to design, deliver, and maintain training programs for NIH CIT's Service Desk staff. You will develop onboarding and ongoing curricula, translate complex tech into clear documentation, and ensure materials stay current with NIH standards.

Responsibilities include instructor-led sessions (virtual and in-person), knowledge-base governance, and coaching analysts to improve technical and soft skills.

Qualifications

• Bachelor’s degree in IT, CS, Education, Communications, or related field.
• 3–5+ years in IT Service Desk and training in IT support.
• Strong customer service and end-user support practices.
• Experience with ITSM ticketing systems.
• Ability to design and deliver technical and soft-skills training to diverse audiences.

Responsibilities

• Design and deliver structured training programs for Service Desk staff.
• Create training materials including slide decks, job aids, quick reference guides, process flow diagrams, knowledge base articles, and e-learning modules.
• Conduct instructor-led training (virtual and in-person) on NIH CIT tools, processes, and ITSM.
• Maintain knowledge base content and standardize ticket documentation and escalation workflows.
• Monitor training effectiveness using metrics, QA reviews, and staff feedback.

Skills

IT Service Desk experience

Training delivery

Instructional design

Technical coaching

Customer service excellence

End-user support

Ticketing systems

Windows proficiency

Education

Bachelor's degree or equivalent experience

Tools

ServiceNow

Remedy

ITSM tools

Articulate

Captivate

LMS platforms

Job description

General Dynamics - IT seeks an IT Service Desk Training Specialist to design, deliver, and maintain training programs for NIH CIT's Service Desk staff. You will develop onboarding and ongoing curricula, translate complex tech into clear documentation, and ensure materials stay current with NIH standards.

Responsibilities include instructor-led sessions (virtual and in-person), knowledge-base governance, and coaching analysts to improve technical and soft skills.