User Training and Support Specialist

2 weeks ago

Washington, Washington, D.C., United States Initiate Government Solutions Full time
Position Overview

Initiate Government Solutions (IGS), a Woman Owned Small Business established in 2007, specializes in providing innovative IT services and Health Services solutions tailored for the federal sector. Our expertise encompasses data analytics, health informatics, cloud migration, and the modernization of federal information systems.

We adhere to industry best practices, including ISO 9001:2015, 27001:2013, and CMMI standards, ensuring our clients receive strategic guidance to enhance their capabilities and revenue. Our comprehensive IT services are customized to meet the unique needs of our clients, delivering maximum value.

Currently, we are seeking a Training/User Support Specialist to assist in our initiatives with the Indian Health Service (IHS).

Work Environment

This role is entirely remote, allowing candidates to access IHS systems and utilize approved communication tools from their own locations. While travel is not mandatory, occasional onsite meetings may be required.

Key Responsibilities
  • Manage and resolve training-related incidents and requests through ServiceNow (SN).
  • Analyze and troubleshoot application incidents using technical expertise, knowledge base resources, and software documentation.
  • Escalate unresolved issues to the appropriate application teams.
  • Prioritize urgent tickets according to established guidelines for efficient resolution.
  • Document common application issues in Azure DevOps.
  • Create and maintain Knowledge Base records for effective reporting and resolution.
  • Gather insights from stakeholders to develop training materials.
  • Install and configure software applications for testing environments.
  • Support cross-functional tasks to manage surge activities.
  • Assist trainers and assessors with online training platforms (e.g., WebEx, Adobe Connect).
  • Conduct training sessions, workshops, and seminars, both online and onsite.
  • Participate in the development and revision of training courses and documentation.
  • Prepare users for the adoption of new software products through comprehensive training.
  • Maintain training materials and recording archives.
  • Edit training recordings to comply with security and privacy standards.
Qualifications
  • Ability to obtain and maintain an IHS Public Trust security clearance.
  • Knowledge of medical terminology.
  • Experience in a healthcare setting, such as hospitals or clinics.
  • Preferred experience in a government environment (e.g., VA, IHS, DoD).
  • Bachelor's degree or equivalent experience (3-5 years) in training or user support within the healthcare/IT domain.
  • Proficiency in troubleshooting Electronic Health Record systems.
  • High proficiency in MS Office Suite (Word, Excel, Access, PowerPoint, Outlook, SharePoint).
  • Experience with training tools like WebEx, Adobe Connect, and learning management systems.
  • Self-motivated with the ability to work independently.
  • Experience in managing and resolving software errors.
  • Demonstrated capability in stakeholder management and coordination.
  • Experience in developing training materials for software applications.
  • Strong analytical and organizational skills.
  • Ability to thrive in a fast-paced environment with competing priorities.
  • Detail-oriented with a knack for reviewing technical documentation.
  • Excellent communication skills, both oral and written.
Preferred Qualifications
  • Active IHS Public Trust clearance.
  • Successful experience in a remote work environment.
  • Strong analytical and organizational abilities.
  • Eligibility to work in the United States without sponsorship due to clearance requirements.
  • Experience with Electronic Health Record (EHR) systems is a significant advantage.
Core Values

Successful employees at IGS embody our core values of integrity, empathy, strong work ethic, and a commitment to lifelong learning.

Compensation and Benefits

We offer competitive compensation and a comprehensive benefits package, including medical, dental, and vision coverage, a matching 401K plan, paid time off, and various other benefits aimed at providing financial security for employees and their families.

Initiate Government Solutions is an equal opportunity employer, committed to diversity and inclusion in the workplace.

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