Software Trainer and IT Support Specialist

4 weeks ago

Oklahoma City, United States Variety Care Full time

Overview:

Department: Information Technology

Position: Software Trainer and IT Support Specialist

Employee Category: Non-Exempt

Reporting Relationship: Information Technology Manager

Character Qualities Required:

  • Dependability -Fulfilling what I consented to do, even if it means unexpected sacrifice.
  • Flexibility- Willingness to change plans or ideas without getting upset.
  • Responsibility -Knowing and doing what it expected of me.
  • Alertness -Being Aware of what is taking place around me so I can have the right responses.
  • Patience -Accepting a difficult situation without giving a deadline to remove it.

Summary of Duties and Responsibilities:

The Training Specialist, I.T. is responsible for providing end user support and training for software applications. This position will also be responsible for developing training materials to be presented to Variety Care staff through in person classroom training, one on one, email and remote training. This position requires a minor knowledge in Information Technology support practices and will provide coverage on the IT Helpdesk when needed. Should be an expert with all Microsoft Office 365 applications and must be willing to self-learn new software as needed. Must have exceptional customer service skills.

Responsibilities:

Primary Duties and Responsibilities:

  1. Provide application level support and convey resolutions to customer issues.
  2. Walk customers through applications problem solving.
  3. Handle customer concerns in an appropriate manner.
  4. Respond to queries over the phone, email or in person.
  5. Provide application training to audiences that include a wide range of computer skills and educational levels.
  6. Update internal training website.
  7. Track, route, and redirect problems to correct resources.
  8. Follow up with customers, provide feedback and see problems through to resolution.
  9. Utilize excellent customer service skills and exceed customers expectations.
  10. Ensure proper recording, documentation, and closure.
  11. Recommend procedure modifications or improvements.
  12. Preserve and grow your knowledge of application products and services.
  13. Develop training materials for in person classroom training, one-on-one, email and remote training presentations.
  14. Serve as a backup to the IT Helpdesk for minor technical support.
  15. May travel to other sites for training needs of the organization.
  16. Embodies the strength of personal character. Places value on being an open and honest communicator who displays high moral and ethical conduct, integrity, adaptability, and sound judgment. Must be a leader in the department and community. Result-oriented problem solver who is responsible and accountable.
  17. Support Variety Cares accreditation as a Patient Centered Medical Home and our commitment to provide care to all Variety patients that is Safe, Effective, Patient Centered, Timely, Efficient, and Equitable. Provide leadership and work with all staff to achieve the goals of the Triple Aim of healthcare reformto improve the experience of care, improve health outcomes, and decrease healthcare costs.
  18. Performs other duties may be assigned as needed.


Qualifications:

Requirements, Special Skills or Knowledge:

  1. High school diploma or GED.
  2. Expert knowledge in Microsoft Office and Microsoft Office 365 applications (Word, Excel, PowerPoint, Outlook, Access, One Drive, and Teams).
  3. Experience explaining the technical complexities of software effectively.
  4. Three years of training experience with software applications in a classroom environment as well as one-on-one training.
  5. Experience in providing applications support.
  6. Expert communication skills.
  7. Expert documentation skills.
  8. Experience with public speaking.
  9. Expert personal interaction skills.
  10. Experience relating software features to customers work environment.
  11. Experience with problem-solving.
  12. Expert analytical skills.
  13. Expert customer service skills.
  14. Must possess and maintain a valid Oklahoma drivers license and a satisfactory driving record. The employee provides own transportation and must have proof of liability insurance also required. Mileage reimbursement is provided at the Federal

Preferred skills or knowledge:

  1. Microsoft Office Specialist (MOS) Certification.

ADA Requirements:

  1. Must be able to lift 25 pounds
  2. Must have excellent concentration ability.

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