Technical Trainer & Application Support Specialist

Improvix Technologies is seeking a Technical Trainer & Application Support Specialist to lead the adoption, training, and end-user support of a portfolio of custom enterprise applications in support of a federal client. This is a dynamic, high-visibility role that blends instructional design with hands-on technical troubleshooting: you will design and deliver high-quality training programs while serving as a skilled Tier 1 and Tier 2 application help desk resource., You will work as part of a small, collaborative delivery team, with close support from business analysts and application developers. You will report to the contractor Service Delivery Manager and coordinate day-to-day with client stakeholders and technical teams., Application Expertise

• Develop and maintain working proficiency across all supported enterprise applications.
• Stay current on system updates, new features, and configuration changes across supported applications.
• Serve as a go-to resource for both end users and internal teams seeking application guidance.

Training Development & Delivery

• Design, develop, and continuously improve comprehensive training curricula for each application, tailored to users across all levels of technical proficiency.
• Develop a full suite of instructional materials, including:
• Standard Operating Procedures (SOPs)
• Quick Reference Guides (QRGs)
• Step-by-step job aids and user manuals
• Video tutorials and multimedia eLearning content
• Onboarding training packages for new users
• Conduct professional, engaging in-person and virtual training sessions with clarity and executive presence.
• Develop and maintain role-based training tracks addressing the distinct needs of frontline users, power users, and executive stakeholders.
• Design and administer assessments and knowledge checks to measure training effectiveness and user comprehension.
• Coordinate and manage training schedules, session logistics, and participant communications across multiple applications.
• Maintain training calendars, registration records, and completion tracking in SharePoint or an equivalent platform.

Technical Writing & Content Development

• Author and maintain clear, accurate technical documentation across the application portfolio.
• Draft and distribute system update announcements, release notes, training invitations, and user-facing communications.
• Maintain SharePoint resources including FAQs, training libraries, and application reference materials.
• Manage and moderate a Microsoft Teams channel to support ongoing user engagement, announcements, and peer knowledge sharing.

Executive & VIP User Engagement

• Provide tailored, white-glove training and support to senior leadership and VIP stakeholders (executive-level, e.g., SES/SFS or equivalent).
• Adapt training delivery, communication style, and instructional materials to meet the expectations and schedules of executive-level audiences.
• Conduct one-on-one and small-group training sessions for senior officials as needed.

Application Help Desk Support - Tier 1

• Serve as a first point of contact for end-user inquiries and application issues across the portfolio.
• Resolve common user issues including access problems, navigation questions, data entry errors, and basic configuration concerns.
• Log, track, and document all support tickets with accuracy and timeliness.
• Provide clear, patient, and professional guidance to users of all technical skill levels.

Application Help Desk Support - Tier 2

• Investigate and resolve complex application issues beyond Tier 1 scope, including workflow errors, integration issues, and application-specific configuration problems.
• Conduct root cause analysis on recurring issues and develop solutions or workarounds.
• Coordinate with application developers, system administrators, business analysts, and vendor support teams to resolve escalated issues.
• Document Tier 2 resolutions and contribute findings to a shared troubleshooting knowledge base to reduce repeat escalations.
• Serve as a liaison between end users and technical teams, translating user-reported issues into actionable technical requirements.
• Escalate to Tier 3 (development/engineering) when appropriate, and manage follow-up communications with affected users through resolution.

• Bachelor’s degree in Education, Technical Communication, Information Science, Knowledge Management, Business Administration, or a related field (or equivalent experience)., * 7-10 years of combined experience in training/instructional design and technical support or help desk operations.
• Demonstrated experience designing and delivering training for enterprise software applications, preferably in a government or high-security environment.
• Proven experience providing both Tier 1 and Tier 2 help desk support, including ticket management and escalation coordination.
• Experience supporting multiple concurrent applications or systems simultaneously.
• Experience supporting VIP or executive-level users in high-pressure, high-visibility settings.

Technical Skills

• Proficiency with Microsoft Office Suite, including Word, PowerPoint, Excel, SharePoint, and Teams.
• Experience with eLearning and multimedia authoring tools such as Adobe Captivate, Camtasia, Articulate Storyline, or equivalent.
• Familiarity with ticketing and help desk management systems (e.g., ServiceNow, Jira Service Management, or equivalent).
• Ability to quickly learn and develop proficiency in new enterprise applications.
• Familiarity with case management systems, workflow tools, and enterprise IT environments.

Communication & Interpersonal Skills

• Exceptional written and verbal communication skills, with the ability to convey complex technical topics to non-technical and executive-level audiences.
• Strong customer service orientation, professional presence, and the ability to remain composed under pressure.
• Ability to write clearly and concisely across a range of formats, from executive briefings to step-by-step user guides.

Organization & Adaptability

• Skilled at managing multiple concurrent responsibilities - training delivery, documentation, knowledge management, and help desk support - without sacrificing quality.
• Able to adapt quickly to evolving system features, organizational priorities, and user needs.
• Detail-oriented, with strong project management instincts and a proactive approach to identifying and closing gaps., This position supports a U.S. federal client and requires an active Secret security clearance at the time of application. Candidates must be U.S. persons and able to maintain a Secret clearance for the duration of the assignment. Applicants without an active Secret clearance will not be considered.