Help Desk Trainer, Quality Assurance Analyst

Summary

Join Softrams, a Tria Federal company, as a Help Desk Trainer/Quality Assurance Analyst. You will lead the Help Desk training program, manage training materials, and ensure consistent service quality. Responsibilities include developing and delivering training, onboarding new staff, reviewing staff interactions, and providing feedback. The ideal candidate possesses strong communication, problem-solving, and technical skills within a federal healthcare IT environment. This role requires a Bachelor's degree or equivalent experience and at least 3 years of help desk support experience in a federal IT setting. Softrams offers a 100% remote-first work environment with flexible hours and a top-tier benefits package.

Requirements

• Ability to obtain a U.S. Federal Position of Trust clearance designation
• Must reside in and be able to perform work in the United States
• Must have lived in the United States for 3 of the last 5 years
• Bachelor’s Degree or 3 years’ experience equivalent experience in a related field is required
• Minimum 3 years’ experience with help desk support and operation in a federal IT environment
• Minimum of 3 years’ working experience with providing customer support and managing help desk operations
• Demonstrate a knowledge of developing a training program including an understanding of effective teaching techniques
• Must be able to communicate with management, peers, and customers effectively and professionally, demonstrating sound judgment/reasoning skills
• Possess the motivation and initiative to adhere to timelines, Service Level Objectives, and manage incoming volumes
• Experience using Help Desk ticketing systems and tools in a federal healthcare space (Centers for Medicare and Medicaid Services)
• Experience with cloud-based Call Center Software, specifically CXone
• Knowledge and/or experience of Agile methodologies in a Service Desk environment
• Ability to multitask in a fast-paced federal help desk atmosphere

Responsibilities

• Lead all aspects for the Help Desk training program including the development, maintenance and delivery
• Manage all training materials with a focus on accuracy and continuous improvement
• Develop, implement, and deliver a regularly scheduled continuous education program for the team
• Lead the onboarding activities for new staff, ensuring that all access is properly requested/received
• Act as a lead in learning and gathering information on new products and processes to guide the team through the launch process
• Review staff interactions (all communication methods) with end users to review and score against an established set of quality standards
• Provide feedback to individual team members and Help Desk management to encourage continuous improvement in service delivery
• Gain proficiency in CRM, the team’s contact management program, and proper documentation to enable review of the team’s work to ensure it meets the standards of professionalism set by Management

Preferred Qualifications

• Previous experience working on a Federal Service Desk project
• Thrive in a collaborative environment and maintain a positive, professional demeanor
• ServiceNow knowledge or experience is a big plus
• Expertise with Agile tools like JIRA, Confluence, Slack etc. is desired
• Outstanding communication, presentation, and leadership skills
• Creative, visionary, critical thinking, and problem-solving skills
• Exemplifies professional standards with a specific focus on documentation, power skills, and work ethic

Benefits

• 100% remote-first team environment
• Flexible hours based on team needs
• Top-tier benefits package to support their physical, mental, and financial wellbeing