Training and Helpdesk Support Specialist

Job Location: Fully Remote, Corporate based in Albuquerque, NM

Job Type: Full-time

Hours: 40 hours per week with flexibility to work 8-hour shifts between 5 AM and 6 PM MST.

Company Overview: Agile Group, a fast-growing federal government-centric firm, seeks a dynamic and versatile individual to join our team as a Training and Helpdesk Support Specialist. This role is essential in supporting our government clients by providing high-quality training services and effective customer support for proprietary software and project management tools.

Key Responsibilities:

• Training & Development:
  • Develop and deliver high-quality training materials, including presentations, manuals, and interactive modules tailored to client needs.
  • Facilitate training sessions and workshops on project management principles, methodologies, tools, and best practices.
  • Provide one-on-one coaching, helping learners apply new skills, particularly in project management techniques and software tools like Oracle Primavera Cloud (OPC).
  • Collaborate with subject matter experts to design instructional content aligned with client standards.
  • Stay current with industry trends and integrate emerging technologies into training programs.
• Helpdesk Support:
  • Provide remote assistance and troubleshooting for client software issues.
  • Respond to helpdesk inquiries via email, phone, or ticketing systems (e.g.,       ServiceNow).
  • Collaborate with higher-tier support teams to resolve complex issues.
  • Document and maintain records of support cases, ensuring detailed and organized communication.
• Customer Engagement:
  • Serve as a point of contact for both training participants and helpdesk users, ensuring a seamless experience in learning new tools and resolving technical issues.
  • Continuously gather feedback to enhance both training programs and customer support services.

Required Skills and Qualifications:

• Experience:
  • 2+ years of experience in helpdesk support or training roles.
  • Strong instructional design skills and a proven track record of delivering impactful training programs.
  • Familiarity with helpdesk ticketing systems (e.g., ServiceNow) and remote assistance tools       (e.g., Bomgar).
  • Knowledgeable in       Microsoft Windows, Office Suite, and domain environments.
  • Familiarity with       project management tools and software, especially Oracle Primavera
  • Cloud (OPC) is a plus.
• Education:
  • Bachelor’s degree in Education, Instructional Design, Project Management,       Information Technology, or a related field.
  • Certifications such as PMP, CAPM, or PMI-ACP are preferred but not required.
• Skills:
  • Excellent verbal and written communication skills.
  • High attention to detail and organizational abilities.
  • Strong customer service orientation and problem-solving skills.
  • Ability to work collaboratively with various teams and manage multiple responsibilities.

Benefits:

• Comprehensive health, dental, and vision benefits      (100% company-paid).
• 401K profit sharing.
• Generous PTO and comp time.
• Company-provided cell phone (personal use allowed).
• Education reimbursement and optional flexible spending accounts (FSAs).
• Cake on your birthday and SWAG!

Clearance:

• Ability to pass a government background investigation (including financial, criminal, educational, and employment verifications).
• Active Public Trust (SF85) preferred