Technical Trainer & Application Support Specialist

Improvix Technologies • Washington, DC

18d • Hybrid

About The Position

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. The ideal candidate pairs strong instructional design expertise with practical troubleshooting ability and the executive presence to engage confidently with senior leadership. You are organized, proactive, and customer-focused, and you thrive managing competing priorities across multiple applications in a fast-paced, high-visibility environment. 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.

Requirements

• 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.
• 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.
• 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.
• 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.
• Active Secret security clearance required.
• Candidates must be U.S. persons and able to maintain a Secret clearance for the duration of the assignment.

Responsibilities

• 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.
• 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.
• 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.
• 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.
• 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.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level