I.T. Customer Experience Analyst and Trainer

Job Description

Designs and delivers IT training programs (in-person and virtual) for FCBDD technology users. Develops training materials, user guides, FAQ’s, tips, resource links, and other related training documents. Collaborates with all departments at all levels to identify new and ongoing training needs. Provides ongoing support and mentorship on all FCBDD technologies. Performs continuous evaluation of training effectiveness and adjust content, styles, documents, etc. accordingly.

Collaborates with all departments at all levels to continuously understand FCBDD technology pain points and opportunities for improvement. Works with peers to analyze FCBDD technologies and make recommendations to close\narrow any gaps. Creates, maintains, and updates technical documentation, process workflows, operating procedures, and other requested material.

Performs Service Desk level 1-2+ support as needed. Answers support calls, creates tickets, analyzes, and resolves customer technical issues by phone, email, remote access or by travel to various locations.

Leads or participates in IT Projects utilizing IT project management process.

Performs other duties, as assigned.Company Description

Helping individuals with developmental disabilities to live, learn, and work in our community.

Full-time