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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Technical Trainer & Application Support Specialist - **Company:** Improvix Technologies - **Location:** Washington, DC, United States - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** Microsoft Word, Microsoft Excel, Adobe Captivate, Application Portfolio Management, JIRA, Camtasia Studio, Information Sciences, IT Management, Knowledge Management, Microsoft Office, Microsoft PowerPoint, Microsoft SharePoint, Workflow Management Systems, Application-Specific Information, Enterprise Software Applications, SC Clearance, 3-tier Architectures, Servicenow - **Published:** July 26, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=4d5eb4b240db8ab2 ## About the Role * 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. ## Description 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. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [You’re a great coder? 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