Technical Training Facilitator

Requisition Type: Pipeline
Own your opportunity to be on the frontlines of health innovation. Deliver for America’s health agency missions and enhance lives for hundreds of millions every day.

IT Service Desk Training Specialist

GDIT is seeking an IT Service Desk Training Specialist as part of the larger National Institutes of Health (NIH), Center for Information Technology (CIT) program. The training specialist is responsible for designing, delivering, and maintaining training programs that ensure Service Desk staff provide high‑quality, consistent support to NIH users. This role develops onboarding and continuing education curricula, works closely with technical and operational stakeholders to keep materials current with NIH CIT standards and technologies, and monitors training effectiveness through performance metrics, quality reviews, and staff feedback.

How an IT Service Desk Training Specialist will make an impact:
Training Design and Delivery
Develop and maintain structured training programs for IT Service Desk staff (new hire onboarding, cross‑training, refresher training, and advanced/role‑specific training).
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, systems, and applications
Customer service, communication, and professionalism
Create and manage new hire training schedules.
Collaborate with technical teams and Service Desk leadership to ensure knowledge base content is accurate, up‑to‑date, and easily consumable.
Performance & Quality Improvement
Monitor training effectiveness using:
Quality assurance reviews
Customer satisfaction surveys and feedback
Provide coaching and mentoring to Service Desk analysts and leads to improve technical proficiency and soft skills.
Partner with supervisors to integrate training outcomes into performance evaluations and development goals.
Plan training and communication for new initiatives and system updates
Ensure training aligns with NIH policies, security requirements, and compliance standards.
~ Participate in meetings, walkthroughs, and change management activities to anticipate training needs.

Maintain training schedules, attendance records, and completion tracking in appropriate systems.
Develop reports and summaries on training activities, outcomes, and recommendations.
Support onboarding processes by coordinating with HR/contract management and Service Desk leadership to integrate training into new hire timelines.

Bachelor’s degree in information technology, Computer Science, Education, Communications, or related field; IT Service Desk or Help Desk role (analyst, lead, or supervisor), and
Training, instructional design, or technical coaching in an IT support environment.
Customer Service Excellence
ServiceNow, Remedy, or similar ITSM tools)
Common enterprise technologies (Windows, macOS, mobile devices, VPN, email, collaboration tools).
Demonstrated ability to design and deliver effective technical and soft‑skills training to diverse audiences.
Experience supporting federal or biomedical research environments, especially NIH.
NED, NIH network, standard desktop configurations, collaboration platforms).
ITIL Foundation certification or similar IT service management training.
Articulate, Captivate, or LMS platforms).
Prior experience in quality assurance, coaching, or workforce management in a contact center or service desk.

Security Clearance

• Full-flex work week to own your priorities at work and at home
• Internal mobility team dedicated to helping you build your skills and own your career
• Professional growth opportunities including paid education and certifications
• Cutting-edge technology you can learn from
• Rest and recharge with paid vacation and 10 company-paid holidays

may vary based on technical training, certification(s), or degree
Travel Required Less than 10%