Strategic IT Training Specialist (Remote)

CACI International Inc.; Washington (District of Columbia); On-site; USD 94,000 - 198,000; Full time

Benefits offered by this job

Flexible time off

Learning resources access

Job summary

CAC I International Inc. seeks a Senior Training Specialist to support the United States Secret Service on a DHS contract.

You will design and deliver role-based technical training for field technology staff, aiding adoption of standardized ITSM processes and troubleshooting practices. This role combines instructional design with hands-on collaboration with field technicians, regional stakeholders, and ITSM experts to improve operational effectiveness while allowing largely remote work from

Qualifications

• Master’s degree with 7+ years in training or related field.
• Experience creating technical training for IT support personnel.
• Strong instructional design and learner-centered approaches.
• Experience conducting training needs assessments and developing learning strategies.
• Ability to obtain a Public Trust clearance.

Responsibilities

• Develop and deliver role-based technical training, troubleshooting instruction, and quick-reference resources that enhance field technology staff capabilities and promote consistent support practices.
• Assess field technician training needs and implement targeted learning strategies that improve adoption of standardized processes, tools, workflows, and support procedures.
• Develop a comprehensive Field Technology Training Curriculum covering ITSM workflows, diagnostic tools, troubleshooting methodologies, and standardized support procedures.
• Create job aids, quick-reference guides, cheat sheets, desktop guides, and micro-learning resources that support on-the-job performance.
• Conduct training needs assessments using surveys, interviews, observations, and performance data to identify capability gaps and opportunities for improvement.
• Partner with field technicians and regional stakeholders to identify training requirements and develop solutions aligned with operational needs.
• Design and deliver scenario-based troubleshooting training that strengthens diagnostic, critical-thinking, and problem-solving skills through realistic field scenarios.
• Deliver training on ITSM platforms, optimized workflows, ticket management practices, remote diagnostic tools, and standardized support processes.
• Develop engaging training materials, including presentation decks, participant guides, job aids, instructional videos, and interactive learning content.
• Establish training metrics and evaluation methods to measure learning effectiveness and its impact on field operations and overall performance.
• Contribute to the Monthly Field Operations Improvement Summary by providing training-related metrics, trends, and recommendations.
• Collaborate with ITSM and documentation specialists to ensure training materials align with workflow optimization initiatives and standardized procedures.
• Develop knowledge-transfer strategies, including train-the-trainer programs, communities of practice, and peer-learning networks, to promote long-term knowledge retention and organizational capability.

Skills

Instructional design

Technical training

IT support training

Needs assessment

Public Trust clearance (ability to ob|

Education

Master’s degree + 7+ years experience

Job description

CAC I International Inc. seeks a Senior Training Specialist to support the United States Secret Service on a DHS contract.

You will design and deliver role-based technical training for field technology staff, aiding adoption of standardized ITSM processes and troubleshooting practices. This role combines instructional design with hands-on collaboration with field technicians, regional stakeholders, and ITSM experts to improve operational effectiveness while allowing largely remote work from