OPS TRAINING SUPPORT SPECIALIST - 67902212

State of Florida•TALLAHASSEE, FL

3d•$25 - $28•Onsite

About The Position

This professional position is within the Agency for Persons with Disabilities (APD) State Office, in the Quality and Accountability Division’s Bureau of Quality and Program Effectiveness, Provider Training Unit. Reporting to the Provider Training Program Administrator, the role supports training development and Learning Management System (LMS) operations and serves APD staff, management, and providers. The position is not telework and must report to the APD office in the area it serves. The specialist helps develop, revise, and maintain online courses and instructor-led training materials, including job aids, user guides, presentations, and facilitation guides. The work uses course authoring and media production tools such as Articulate 360, Camtasia, and Audiate, and includes reviewing and testing instructional materials for accuracy, quality, and functionality. The position leads responses to TRAIN Florida LMS support requests. It monitors the support inbox, provides first-line technical assistance, resolves account and course-access issues, and tracks escalations through resolution. It also assists providers with training rosters and completion reports, reviews and updates user records, and helps improve customer service through support resources and process improvements. Consistent attendance is essential for responding to requests and completing assigned work. Other related operational activities and special projects may be assigned.

Requirements

At least two years of experience providing customer support, IT support, or LMS support.
Experience with Microsoft Office Suite, including Excel, Word, and Outlook.
Experience developing courses using Articulate 360 authoring tools, such as Storyline and Rise.
Experience developing tutorials using Camtasia and Audiate.
Knowledge of LMS platforms and their functionalities.
Knowledge of basic principles and practices related to online and instructor-led course development.
Ability to assist with developing, revising, and maintaining online course content and instructor-led training materials.
Ability to organize and present information clearly, logically, and in a learner-friendly manner.
Ability to review and edit instructional content for clarity, consistency, grammar, and accuracy.
Ability to test online course content and identify technical, formatting, or functionality issues.
Ability to think critically, solve problems, and make decisions.
Ability to work independently and prioritize tasks effectively.
Effective written and verbal communication skills.
Ability to collaborate effectively with team members and subject matter experts.
Accuracy and attention to detail when developing and revising instructional materials.
Strong organizational and time-management skills.
Proficiency in developing and formatting presentations, job aids, user guides, and other instructional materials.
Ability to use or learn audio and video production and editing software, including Camtasia and Audiate.
Applicants must complete all Candidate Profile fields, including work history with month and year.
Applicants must undergo Level 2 employment screening, including fingerprinting and criminal-record checks, and receive agency approval before employment.
Applicants must be U.S. citizens or lawfully authorized to work in the United States.

Nice To Haves

Experience in customer support, IT support, or a related field; LMS experience is preferred.

Responsibilities

Research, organize, and update content for online courses and instructor-led training materials.
Use Articulate 360 authoring tools to build, revise, and maintain online course content.
Create and update facilitation guides, PowerPoint presentations, job aids, user guides, and other instructional resources.
Produce and edit audio and video content using tools such as Camtasia and Audiate.
Incorporate approved revisions into existing courses and instructional resources.
Review and test online courses and instructor-led materials for functionality, accuracy, and quality before publication or use.
Monitor and respond promptly and professionally to inquiries in the LMS support inbox.
Prioritize and categorize support requests according to urgency and complexity; investigate and escalate complex issues as appropriate.
Provide first-line technical support for LMS login, course access, completion, and other functionality issues.
Assist users with password resets, account creation, profile updates, permissions, enrollments, and duplicate-account issues.
Track escalated issues to ensure timely resolution and communicate outcomes to users.
Guide providers in accessing, reviewing, and updating staff rosters in TRAIN Florida.
Assist providers in accessing accurate course-completion reports for their staff.
Review and update TRAIN Florida user records to ensure completeness and accuracy and eliminate duplicate account information.
Identify recurring issues and suggest ways to improve the user experience and reduce common support requests.
Work with team members to implement solutions for common account issues.
Contribute to FAQs, user guides, and other resources that help users resolve common issues independently.
Participate in team meetings about system updates, new features, and support trends.
Assist with related operations activities and special projects, and perform other duties as assigned.