Training/User Support Specialist

Founded in 2007, Initiate Government Solutions (IGS) a Woman Owned Small Business. We are an IT services provider that delivers innovative Enterprise IT and Health Services solutions across the federal sector. Our focus is on data analytics, health informatics, cloud migration, and the modernization of federal information systems.

IGS uses ISO 9001:2015, 20000-1:2018, 27001:2013, 28001:2007, CMMI/SVC3, CMMI/DEV3 best practices, and PMBOK® methods to provide clients with a strategy to build solid foundations to grow capabilities and revenue. Our range of IT services and delivery methodologies are tailored to our customers’ unique needs to achieve maximum value.

IGS is currently recruiting a remote Training/User Support Specialist to support our work with Indian Health Service (IHS).

Assignment of Work and Travel:

This is a remote access assignment. Candidates will work remotely daily and will remotely access IHS systems and therein use approved IHS provided communications systems. Travel is not required; however, the candidate may be required to attend onsite client meetings as requested.

Responsibilities and Duties (Included but not limited to):

• Triage and Troubleshoot training related incidents and requests through ServiceNow (SN)
• Review, triage and troubleshoot assigned application incidents by applying technical expertise, searching knowledge base, reviewing software documentation, and recreating error in the test environment
• Triage and escalate unresolved issues to appropriate application
• Prioritize urgent/critical tickets using pre-established guidelines to ensure efficient
• Track application common issues in the Azure DevOps
• Maintain, create, and update Knowledge base records for reporting, retrieval, and resolution of common issues and triaging best practice
• Collect knowledge and feedback from stakeholders and subject matter experts to assist in preparing training materials.
• Install and configure software applications for SQA testing environments, developing expertise in the setup and configuration of the software to assist sites.
• Support cross functional task across team to support any surge activities.
• Provide support and troubleshooting to trainer and assessor for training forum (WebEx, Adobe Connect, etc.)
• Provide training by conducting online or onsite classroom courses, workshops, and seminars
• Participate in developing and revising training courses and preparing appropriate training catalogs and documentation
• Prepare the field for the adoption and use of developed software products by providing training related to setup, configuration, and usage
• Maintain Training material and recording repositories and backups
• Edit and render training recordings to meet security and privacy requirements

• Ability to obtain and maintain an IHS Public Trust security clearance
• Must have knowledge of medical terminology
• Must have experience working in healthcare related field, hospital and/or clinic setting
• Previous experience in a government setting preferred (VA, IHS, DoD, or Military branch)
• Minimum BS/BA degree or equivalent experience of at least 3-5 years as a training and/or user support specialist in healthcare / IT Domain.
• Experience with troubleshooting and/or utilizing Electronic Health Record systems
• High Proficiency with MS Office Applications: Word, Excel, Access, PowerPoint, Outlook, and SharePoint
• Experience with training related tools such as WebEx, Adobe Connect, Adobe Captivate, Survey Monkey, or other similar training and learning management systems
• Must be a self-motivator with ability to complete task assignment with little direction
• Experience in triaging and troubleshooting software errors
• Demonstrated experience in large scale stakeholder management and coordination
• Experience developing and coordinating training material for software application
• Experience in conducting training plan and delivery
• Knowledge and experience working in Healthcare IT industry
• Excellent analytical and organization Skills
• Ability to work in fast paced environment with competing priorities
• Detailed oriented and have ability to review and edit technical and software related documentation, training material, requests, and incidents
• Ability to quickly acquire technical knowledge from documentation and from on-the-job training
• Ability to thoroughly investigate technical issues both analytically and hands-on troubleshooting in a production and test environment
• Excellent oral and written communication skills

Preferred Qualifications and Core Competencies:

• Active IHS Public Trust
• Prior, successful experience working in a remote environment
• Excellent oral and written communication skills
• Excellent analytical and organization skills
• Must be eligible to work in the United States without sponsorship due to clearance requirement
• Experience with Electronic Health Record (EHR) System and similar Applications is a huge PLUS.

Successful IGS employees embody the following Core Values:

• Integrity, Honesty and Ethics: We conduct our business with the highest level of ethics. Doing things like being accountable for mistakes, accepting helpful criticism, and following through on commitments to ourselves, each other, and our customers.
• Empathy, Emotional Intelligence: How we interact with others including peers, colleagues, stakeholders, and customers matters. We take collective responsibility to create an environment where colleagues and customers feel valued, included, and respected. We work within a diverse, integrated, and collaborative team to drive towards accomplishing the larger mission. We conscientiously and meticulously learn about our customers’ and end-users’ business drivers and challenges to ensure solutions meet not only technical needs but also supports their mission.
• Strong Work Ethic (Reliability, Dedication, Productivity): We are driven by a strong, self-motivated, and results-driven work ethic. We are reliable, accountable, proactive, and tenacious and will do what it takes to get the job done.
• Life-Long Learner (Curious, Perspective, Goal Orientated): We challenge ourselves to continually learn and improve ourselves. We strive to be an expert in our field, continuously honing our craft, and finding solutions where others see problems.

Compensation: There are a host of factors that can influence final salary, including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications.

Initiate Government Solutions offers competitive compensation and a robust benefits package, including comprehensive medical, dental, and vision care, matching 401K and profit sharing, paid time off, training time for personal development, flexible spending accounts, employer-paid life insurance, employer-paid short and long term disability coverage, an education assistance program with potential merit increases for obtaining a work-related certification, employee recognition, and referral programs, spot bonuses, and other benefits that help provide financial protection for the employee and their family.

Initiate Government Solutions participates in the Electronic Employment Verification Program.