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 recognized Woman Owned Small Business, has been delivering cutting-edge IT services and Health Services solutions since 2007. Our expertise spans data analytics, health informatics, cloud transitions, and the enhancement of federal information systems.

Utilizing industry best practices such as ISO 9001:2015, 27001:2013, and CMMI methodologies, IGS tailors its IT services to meet the distinct needs of our clients, ensuring optimal value and capability growth.

We are currently seeking a Training/User Support Specialist to provide essential support for our initiatives with the Indian Health Service (IHS).

Work Environment

This role is entirely remote, allowing candidates to engage with IHS systems and utilize approved communication tools from any location. While travel is not a requirement, attendance at client meetings may be necessary as requested.

Key Responsibilities
  • Manage and resolve training-related incidents and requests through ServiceNow (SN).
  • Analyze and troubleshoot application incidents by leveraging technical knowledge, consulting the knowledge base, and replicating errors in a controlled environment.
  • Escalate unresolved issues to the appropriate application teams.
  • Prioritize urgent tickets based on established guidelines to ensure timely resolution.
  • Document common application issues in Azure DevOps.
  • Create and maintain Knowledge Base records for effective reporting and resolution of frequent issues.
  • Gather insights from stakeholders to develop comprehensive training materials.
  • Install and configure software applications for testing environments, gaining expertise in software setup.
  • Support cross-functional tasks to accommodate any surge activities.
  • Assist trainers and assessors with online training platforms (e.g., WebEx, Adobe Connect).
  • Conduct training sessions through online or in-person workshops and seminars.
  • Contribute to the development and revision of training courses and documentation.
  • Prepare users for the adoption of new software products through targeted training on setup and usage.
  • Maintain training materials and ensure the security of recorded sessions.
  • Edit training recordings to comply with security and privacy standards.
Qualifications
  • Ability to obtain and maintain an IHS Public Trust security clearance.
  • Familiarity with medical terminology.
  • Experience in a healthcare environment, preferably in a hospital or clinic.
  • Previous experience in a government setting is advantageous.
  • A minimum of a BS/BA degree or equivalent experience of 3-5 years in training or user support within the healthcare/IT sector.
  • Proficiency in troubleshooting Electronic Health Record systems.
  • Strong skills in MS Office Suite: Word, Excel, Access, PowerPoint, Outlook, and SharePoint.
  • Experience with training tools such as WebEx, Adobe Connect, and similar platforms.
  • Self-motivated with the ability to work independently.
  • Experience in managing and resolving software-related issues.
  • Proven ability to coordinate with large groups of stakeholders.
  • Expertise in developing training materials for software applications.
  • Experience in planning and delivering training programs.
  • Knowledge of the Healthcare IT landscape.
  • Exceptional analytical and organizational skills.
  • Able to thrive in a fast-paced environment with competing priorities.
  • Detail-oriented with the ability to review and refine technical documentation.
  • Capable of quickly acquiring technical knowledge through documentation and hands-on experience.
  • Strong problem-solving skills for investigating technical issues.
  • Excellent verbal and written communication abilities.
Preferred Qualifications
  • Active IHS Public Trust clearance.
  • Successful experience in a remote work environment.
  • Strong analytical and organizational skills.
  • 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

At IGS, we uphold the highest standards of integrity, empathy, and a strong work ethic. We are committed to continuous learning and improvement, ensuring that our solutions meet both technical and mission-critical needs.

Compensation and Benefits

IGS offers competitive compensation along with a comprehensive benefits package, including medical, dental, and vision coverage, a matching 401K plan, paid time off, and professional development opportunities.

We are an equal opportunity employer, committed to fostering a diverse and inclusive workplace.

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