Training Specialist

General Dynamics
United States
Workplace: OnsiteFull timeUSD 63,312 - 85,658Function: Education & TrainingExperience: 3+ yearsSkills: ["Communication","Customer service","Coaching","Presentation","Mentoring"]

Design, deliver, and maintain IT Service Desk training programs for NIH CIT staff to ensure consistent, high-quality support. Build onboarding and continuing education curricula, create instructor-led and e-learning materials, and align content with NIH standards and technologies. Track effectiveness using call/ticket metrics and QA reviews, identify skill gaps, coach analysts, and partner with technical and service desk stakeholders to plan training for releases and process changes.

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General Dynamics
General Dynamics
1 day ago

Training Specialist

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Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Live

Job Summary

Design, deliver, and maintain IT Service Desk training programs for NIH CIT staff to ensure consistent, high-quality support. Build onboarding and continuing education curricula, create instructor-led and e-learning materials, and align content with NIH standards and technologies. Track effectiveness using call/ticket metrics and QA reviews, identify skill gaps, coach analysts, and partner with technical and service desk stakeholders to plan training for releases and process changes.
Location: United States
Workplace: Onsite
Employment Type: Full time
Job Function: Education & Training
Seniority: Mid level

Key Responsibilities

  • •Develop and maintain structured training programs for IT Service Desk staff, including onboarding, cross-training, refreshers, and role-specific training.
  • •Create training materials (slide decks, job aids, quick reference guides, process diagrams, knowledge articles, and e-learning) and deliver instructor-led sessions (virtual and in-person).
  • •Monitor training effectiveness using call/ticket metrics (AHT, FCR, SLA achievement), QA reviews, and customer satisfaction feedback; identify skill gaps and create development plans.
  • •Translate complex technical information into user-friendly documentation and establish ticket documentation and troubleshooting standards.
  • •Collaborate with CIT service desk leadership, service owners, and engineering teams to plan training for new initiatives, releases, and process/escalation changes; maintain schedules, records, and training reports.
Travel: Low travel

Pay and Benefits

Salary: USD 63,312 - 85,658
Perks:401kHealth InsuranceDentalVisionPaid LeavePaid HolidaysLearning Budget

Key Requirements

  • •Bachelor’s degree in information technology, computer science, education, communications, or related field; or equivalent experience.
  • •3–5+ years in an IT Service Desk/Help Desk role (analyst, lead, or supervisor) plus training, instructional design, or technical coaching in an IT support environment.
  • •Strong customer service excellence and end-user support practices.
  • •Experience with ticketing systems (e.g., ServiceNow, Remedy) and common enterprise technologies (Windows, macOS, mobile devices, VPN, email, collaboration tools).
  • •Ability to design and deliver technical and soft-skills training, with excellent verbal and written communication skills.
Experience:3+ years
Education:
Skills:CommunicationCustomer serviceCoachingPresentationMentoring
Certifications:HDI TrainerITIL Foundation
Tech Stack:Training and DevelopmentTraining Needs AssessmentServiceNowRemedyITILWindowsMacOSVPNEmailCollaboration toolsService Desk

Eligibility

Work Authorization:Sponsorship available.
Security Clearance:NACI (T1)

Company Brief

General Dynamics
Provides IT, systems engineering, cybersecurity, cloud, and mission support services to U.S. federal civilian and defense agencies, delivering large-scale technology solutions and managed services for national security and government operations.
Industry: Defense Technology
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Headquarters: Tysons / Fairfax, United States
WebsiteLinkedIn