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Software Trainer/IT Support Specialist

4 months ago

Wilsonville, United States Dateline Exports Full time
Job DescriptionJob Description

Company Overview

Dateline Exports is an export company specializing in the supply of construction materials for overseas projects in the Western Pacific Islands area, specifically Guam, Micronesia, Polynesia, and Melanesia. For over 30 years, Dateline has a responsive, trusted partner supplying construction material for military and private development projects, as well as for value-added logistics services. 

Position Overview

Dateline Exports has an immediate opening for a Software Trainer/IT Support Specialist. This position will support employee training and development by serving as a resource in assessing needs, identifying resources, and supporting program development. This position also supports the end users in resolving a wide variety of hardware and software issues, requests, complaints, and inquiries. They will coordinate with our outside IT support team by creating, monitoring, and managing IT tickets. 

Duties & Responsibilities:

  • Support employee training and development by identifying resources; supporting program development; sourcing or creating training materials; coordinating training activities; and evaluating training effectiveness. Ensure that required training is completed in a timely manner and appropriate records are maintained. 
  • Support the coordination of virtual and in-person programming to include 'lunch and learn' style experiences that engage employees in learning. 
  • Serve as an administrator to provide employees and managers with training content, create training tracks, assign training, assign training, monitor completion, and maintain records. 
  • Act as subject matter expert and provide oversight, technical support, and development for the enterprise management system (Acumatica). 
  • Support company-wide implementation, use, and efficiencies of Microsoft Office Suite (including Outlook Teams, SharePoint, and Excel), the companies ERP system (Acumatica), including promoting the program, coordinating the employee experience with the platform, and developing recommended learning pathways. 
  • Research and evaluate training sources, methods, and content. Research development trends. Evaluate, design, and plan learning or performance objectives, lesson plans, curriculum, and materials. Collaborate with subject matter experts. 
  • Assist end users in resolving a wide variety of hardware and software issues, requests, complaints, and inquiries by fielding phone calls and email communication, diagnosing, problems and performing troubleshooting activities. 
  • Monitor, manage, resolve, or refer IT ticket queue, triage, resolve issues in a professional manner or escalate in a timely manner, bringing in other subject matter experts as required. 
  • Coordinate with our outside IT company to install, test, monitor, and upgrade new equipment. In conjunction with our outside IT company, troubleshoot and repair computer systems, networks, and peripherals. 
  • Perform administrative tasks and other duties as assigned independently. 

Training Delivery:

  • Provide leadership in the overall coordination of training sessions for staff members, utilizing a variety of instructional techniques and formats to accommodate diverse learning styles. 
  • Ensure that training sessions are engaging, informative, and relevant to participants' roles and responsibilities within the organization. 
  • Monitor training delivery to ensure consistency and quality across all sessions. 

Required Skills & Experience:

  • Knowledge of adult learning principles and techniques. 
  • Skill in conducting training needs assessments. 
  • Ability to evaluate and select appropriate training resources, methods, and platforms. 
  • Proficiency in developing training tracks and curricula. 
  • Ability to use business and training-specific software programs, such as MS Office and Acumatica. 
  • Ability to use systems for organizing and keeping track of information.
  • Problem-solving skills: listen to, interpret, and meet the needs of others; define problems, collect data, establish facts, and draw valid conclusions; diagnose and rectify problems.  
  • Strong knowledge of Microsoft Office solutions (Word, Excel, PowerPoint, etc.). 
  • Knowledge of Acumatica a plus.
  • Ability to problem solve, learn quickly. 
  • Good verbal, written, and interpersonal communication skills. 
  • Solid organizational skills and the ability to handle multiple projects simultaneously. 
  • Provide administrative support to colleagues in-office and remotely. 
  • Provide solutions to in-office IT based issues such as onboarding, laptop support, company phones, etc. 
  • Investigate and resolve user issues.
  • Troubleshoot software, hardware, and network issues. Collaborate with other IT functions including network services, software systems and/or application development to restore service and/or identify problems. 
  • Knowledge and experience working with Microsoft Office 365, Microsoft Azure, and other Cloud service offerings. 
  • Ability to work effectively on a team, and to work independently with minimal supervisions. Self-motivated. Driven to provide excellent customer service. 
  • Ability to travel between work locations in Wilsonville, Salem, and Gresham. 

Education Requirements:

  • 2-3 years in a training role. 
  • Associate degree or 1-2 years' experience in Technical/Computer/Help Desk Support. 

Work Environment Considerations:

  • The work environment is an open office. 
  • Work requires the use of telephone, computers, and keyboards. 
  • Work requires the use of email for direct communication with customers, vendors, and others. 
  • The work pace is considered fast and varied. 
  • Work requires occasional but regular meetings with other staff members locally and on Microsoft Teams for members located overseas. 
  • Work may involve repetitive motion int he use of keyboards and other electronic systems. 
  • Work may require occasional interactions with customers, vendors, and others, outside of core business hours. 
  • Work will require occasional travel to both our Salem office and Gresham warehouse.