Service Desk Communications & Training Specialist - Onsite Atlanta, GA

Service Desk Communications & Training Specialist - Onsite Atlanta, GA Atlanta, United States | Posted on 05/27/2026 Job Description Service Desk Communications & Training Specialist Provides centralized ownership for Information Technology and Business Owners through Service Desk support, and engagement. This role ensures consistent, accurate messaging, support escalations and process resolutions across the district. Key Responsibilities Draft and coordinate districtwide communications related to system changes, outages, service updates, and support expectations. Maintain a centralized repository of all Service Desk communications, aligned by system and sponsoring department. Collaborate with Readiness and Knowledge leads to ensure communications accurately reflect support capabilities. Develop and deliver onboarding training for new desk service staff. Create and maintain training materials, job aids, and procedural documentation. Coordinate refresher training and updates as systems or processes change. Support engagement initiatives that improve awareness of Service Desk services and self-service options. Ensure communications are timely, clear, and aligned with district leadership expectations. Receive and support incoming service calls. Skills & Qualifications Strong written and verbal communication skills Experience in training, documentation, or organizational communications Ability to translate technical information into user-friendly language Familiarity with K‑12 or public‑sector communication practices preferred Education & Experience Minimum of 3–5 years of experience in technical training, service desk operations, organizational communications, or user support environments. Experience developing and delivering staff training programs, onboarding materials, or technical documentation required. Experience supporting enterprise technology rollouts, operational communications, or customer engagement initiatives preferred. Experience working within K‑12 education, government, or large public‑sector organizations is highly desirable. Technical Requirements Working knowledge of IT Service Management (ITSM) principles and Service Desk operations. Experience creating training content, user guides, job aids, FAQs, and procedural documentation. Familiarity with ticketing systems and knowledge management platforms such as ServiceNow, IIQ, Jira Service Management, or equivalent. Proficiency with Microsoft Office Suite, Microsoft Teams, SharePoint, and presentation platforms. Experience using communication and collaboration tools for district-wide messaging and staff engagement initiatives. Ability to collaborate effectively with technical teams, district leadership, and operational departments. Operational Expectations Responsible for ensuring all Service Desk communications are timely, accurate, and aligned with district standards and leadership expectations. Expected to maintain centralized records of communications, training resources, and procedural documentation. Ability to coordinate communications during high-impact outages, service disruptions, or major system changes. Must proactively identify training gaps and recommend ongoing learning opportunities for Service Desk staff. May be required to support after-hours communications or emergency operational updates during critical incidents. #J-18808-Ljbffr Novalink Solutions LLC