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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Service Desk Technical Trainer - **Company:** Zones, Inc. - **Location:** Boston, MA, United States - **Contract:** Permanent contract - **Skills:** Microsoft Word, Microsoft Excel, Microsoft Outlook, Microsoft OneNote, Microsoft Office, Microsoft Visio, Microsoft PowerPoint, Microsoft Onedrive - **Published:** August 11, 2026 - **Apply:** https://jobs.jobvite.com/zones/job/o4cDAfwd/apply ## About the Role * Strong Communication skills, both written and verbal * Prior experience serving as a trainer in the IT field * High Public speaking proficiency * Ability to work in a fast-paced environment * Passionate about delivering the ultimate customer experience * Demonstrated professionalism in resolving customer issues * Must understand the value of working with a sense of urgency * Success at working in a team environment where a customer-first culture is paramount * Demonstrated problem-solving skills including identification of issues, obstacles, and opportunities, and development and implementation of effective solutions * Demonstrated ability to think on your feet and take a methodical approach to troubleshooting * Commitment to meet and exceed individual and team SLAs and KPIs * Experience working in the Service Desk industry in a customer-facing role * ITIL knowledge and experience * Experience with legacy Microsoft Office Suites (Outlook, Word, Excel, OneNote, PowerPoint, Visio, OneDrive for Business, etc.) ## Description Hours: Mon-Friday 8-5pm ET. Must be flexible to provide support/coaching occasionally during off hours. What you will do as the IT Service Desk Technical Trainer: The requirements below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job description is not intended to be a comprehensive list of the duties and responsibilities of the position, and the duties and responsibilities may change without notice. * Create and deliver pre-created training content to agents on a structured schedule * Ensure agents in training can be productive as soon as they are added into the production environment * Answer Agent questions, or route to the right person, during training period as needed * Help manage Agent schedules during training period in conjunction with leadership * Provide Agent performance input to the trainees throughout the training process, while updating leadership on progress * Ensure all new agents are prepared with all access and tools required so there are no roadblocks to them joining the production team once training is complete * Shadow new Agents on calls during the training period and provide feedback to the individual agent and leadership with an eye towards agent development and improvement * Collaborate with stakeholders to create content to be used in the continuous training process * Provide real-time coaching to Agents during the training period * Assist with hands-on training activities * Review training content for technical inconsistencies while working with leadership to adjust as needed * Work with leadership, and client representatives to ensure deficiencies are identified and corrected * Maintain and create training documentation, SOPs, re-write, add, and modify as needed. * Maintain ownership over the training curriculum ensuring it is up to date, and meets the ever-changing needs of the service desk, client, and industry * Work with team leads to identify needs of existing agents in terms of refresher courses, upskilling, and training based on changes presented by the client and industry ## Related Videos - [You’re a great coder? 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