Service Desk Communications & Training Specialist

Draft and coordinate districtwide communications related to system changes, outages, service updates, and support expectations.

• Maintain a centralized repository of all Service Desk communications, aligned by system and sponsoring department.
• Collaborating with Readiness and Knowledge leads to ensuring communications accurately reflect support capabilities.
• Develop and deliver onboarding training for new desk service staff.
• Create and maintain training materials, job aids, and procedural documentation.
• Coordinate refresher training and updates as systems or processes change.
• Support engagement initiatives that improve awareness of Service Desk services and self-service options.
• Ensure communications are timely, clear, and aligned with district leadership expectations.
• Receives and Supports Incoming Service Calls, Responsible for ensuring all Service Desk communications are timely, accurate, and aligned with district standards and leadership expectations.
• Expected to maintain centralized records of communications, training resources, and procedural documentation.
• Ability to coordinate communications during high-impact outages, service disruptions, or major system changes.
• Must proactively identify training gaps and recommend ongoing learning opportunities for Service Desk staff.
• May be required to support after-hours communications or emergency operational updates during critical incidents.

Do you have experience in Video conferencing systems operation?, Strong written and verbal communication skills

• Experience in training, documentation, or organizational communications
• Ability to translate technical information into user-friendly language
• Familiarity with K-12 or public-sector communication practices preferred

Education & Experience * Minimum of 3-5 years of experience in technical training, service desk operations, organizational communications, or user support environments.

• Experience developing and delivering staff training programs, onboarding materials, or technical documentation required.
• Experience supporting enterprise technology rollouts, operational communications, or customer engagement initiatives preferred.
• Experience working within K-12 education, government, or large public-sector organizations is highly desirable., Working knowledge of IT Service Management (ITSM) principles and Service Desk operations.
• Experience creating training content, user guides, job aids, FAQs, and procedural documentation.
• Familiarity with ticketing systems and knowledge management platforms such as ServiceNow, IIQ, Jira Service Management, or equivalent.
• Proficiency with Microsoft Office Suite, Microsoft Teams, SharePoint, and presentation platforms.
• Experience using communication and collaboration tools for districtwide messaging and staff engagement initiatives.
• Ability to collaborate effectively with technical teams, district leadership, and operational departments.

Operational Expectations