Senior User Support Specialist / User Trainer

Senior User Support Specialist / User Trainer

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 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:

• 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.