Technical Support Trainer

Current job opportunities are posted here as they become available.

Develops, coordinates, and provides ongoing training and support for employees as it relates to the use of various technology platforms at a non-profit agency supporting individuals diagnosed with intellectual/developmental disabilities (I/DD).

Ensures employees proficiently understand and utilize technological tools and other software/hardware products used at the agency. Works closely with staff across all departments to train, support, and maintain technological solutions that enhance service delivery and operational efficiency.

• Conducts ongoing group and/or individual training sessions for users of various skill levels on new and existing technology systems, including Microsoft 365, ADP payroll system, Make Shift timekeeping software, iCare Manager electronic health record software, and other technology tools.
• Analyzes employee skill gaps to develop relevant training and identifies opportunities for process improvements.
• Gathers feedback to evaluate training effectiveness and updates materials accordingly.
• Customizes solutions to meet the needs of all employees by developing user‑friendly guides, training programs, manuals, and job aids.
• Diagnoses, troubleshoots, and resolves technical problems, acting as a liaison to Keystone Alliance IT.
• Assists in integrating technology solutions into daily operations to enhance service delivery and reporting.
• Other duties as assigned.

• Education:
  
  Bachelor’s degree in IT, Education, or a related field, or equivalent experience, preferred.
• Experience:
  
  Previous experience in technical support, help desk, or training role. Proven experience in training, presenting, mentoring, or working in customer service.
• Knowledge:
  Strong communication and interpersonal skills, with the ability to translate technical concepts into simple terms. Deep understanding of computer systems, software, and hardware. Proficiency in implementing and managing technical platforms (e.g. EHRs, Microsoft 365 applications, Power Apps, Outlook, One Drive, SharePoint, Teams, etc.). Strong project management and organizational skills. Strong troubleshooting and diagnostic skills. Ability to train and support employees with varying levels of technical proficiency.
• Physical requirements:
  
  Lifting, bending, twisting, carrying, speaking, listening, standing, reaching, crouching, writing, use of computer. Ability to be trained in and implement all modules of Non‑violent Crisis Intervention Training (Safety Care) and CPR/First Aid. Able to lift 44lbs.