Job Details

Cape Fox subsidiary Wolf Lake Services is seeking a Training Helpdesk Support Specialist to join our team in Washington, DC in support of the US Agency for International Development (USAID).

Job Summary
The purpose of this order is to provide the necessary level of professional and technical support required to facilitate the overall operational objectives of USAID and Human Capital and Talent Management (HCTM) Center for Professional Development (CPD) programs and functions.  The Contractor will provide training consultation, development, facilitation and administration support on a full-time basis in support of HCTM/CPD’s mission and its Global Workforce Learning Strategy (GWLS) objective to strengthen the capacity of the Agency’s global workforce by ensuring they are well-equipped with the knowledge, skills, abilities and resources to administer programs around the world. The Contractor shall provide these services, materials and related equipment to perform the work delineated herein. 

The candidate will respond to HCTM needs in the training and employee development programs and initiatives, network with HR colleagues and other USAID units and perform the following tasks with deliverables as described.

Essential Functions and Responsibilities
Duties include:

The candidate provides technical support on the full range of issues pertaining to Training, Education, Employee Development and/or Career Development and other HR duties as assigned. Incumbent is responsible for the registration and enrollment of attendees through the Agency’s Learning Management System (LMS).



 

Essential functions of the job:

• Provide registration and database support as needed for a variety of training courses sponsored by bureaus, offices and divisions within USAID.
• Maintain a monthly synopsis calendar of all HCTM-sponsored training events held in the Washington Learning Center, in any rented classroom in the Washington, D.C. area, and at USAID missions overseas. The schedule shall be available electronically in a “read only” format via the USAID University website and updated weekly to accurately reflect all bookings. The schedule shall list all events by room and location.
• Create new accounts and assist users with registering through the LMS. This may include password assistance, assigning a supervisor, and registering for a class.
• Enter all applicable information in the LMS and notify participants and, if requested, the HCTM staff specialist regarding enrollment dates, times, and locations.
• Add courses to the LMS.
• Record course completions by each employee in the LMS training database.
• Respond to LMS and training related inquiries generated via telephone and e-mail.
• Answer inquires on availability of courses and the registration process.
• Provide assistance on using the automated, on-line SF-182.
• Provide upon request course attendance rosters that list selected participants and a waitlist of non-selectees.
• Update students’ records in the LMS with information on who attended and completed the training.
• Provide training reports for other Agency staff to include such information as course attendance, completion, and subject area. The reports shall be provided on-demand and delivered electronically upon request.
• Manage classroom scheduler functions.
• Manage class enrollment (i.e., add waitlisted users to enrolled status).
• Set-up prerequisites requirements.
• Manage the LMS course approval queue.
• Update tuition data (i.e., cost per seat) for all classes in the LMS.
• Assist users with registering for training, accessing transcripts, and obtaining completion certificates.
• Maintain an electronic archived file of LMS users who have left the Agency for seven (7) years from the date of an individual’s departure that will serve as evidence of successful course completion when separated USAID employees return to USAID in subsequent positions (such as COR Certification Course).
• Report classroom no-shows to the Training Program Managers by 10:00 a.m. the day a new course opens.
• Provide course roster at least once per month for specific training courses.
• Monitor every three (3) days those class rosters with waiting lists to fill unexpected vacancies.
• Actively work with course facilitators the morning new courses open to fill vacant seats with wait-listed staff for those courses offered in the Washington, D.C. area.
• Process the hardcopy SF-182s, check for completeness and accuracy, and forward to the appropriate training vendor.
• Notifying the requestor within one (1) full day of acceptance (or non-acceptance as the case maybe) into the requested training course.
• Provide the date, time and location of the course, and notify the participant of any changes within five (5) working days of receipt of training request.
• Input data from received SF182s into the LMS.
• Fax, scan, or email completed training forms to third party training institutions.
• Confirm enrollments.
• Notify the participants and HCTM staff specialist of enrollment dates, times and location.
• Confirm course completion on a quarterly basis to assist in the reconciliation of training invoices.
• Maintain a log of Foreign Service Institute (FSI) enrollments, the dates the training request forms are forwarded to FSI, and when participants were notified of enrollment.
• Input training completion information into the Learning Management System.
• Collect copies of the final attendance roster for both on-site and off-site training from the instructor and log completion information into the LMS training database.
• Provide assistance to the participants and the instructor on how to use the on-line evaluation system.
• Provide, upon request, the results of such evaluations to the CPD Program Manager or the instructor.
• Keep attendance sheets in individual files for each course, with all related hard-copy information.
• Provide the Training Program Managers with monthly training reports that reflect the number of USAID employees trained by course.
• Prepare end-of-course certification certificates and forward to appropriate offices.

Additional Duties

• Serves as Customer Service and LaunchPad/Service Ticket Intake Administrator initiating, resolving and closing tickets.
• Incumbent will also provide broad-scoped logistical and technical support for the Division and staff of the assigned Unit.
• All work must meet or exceed generally accepted performance and quality standards for professional business organizations.
• Additional duties as assigned.

Education and/or Experience
Not required to have a postsecondary degree; however, job experience in relevant essential duties is required.

Must have a minimum of five years’ experience providing support to end users on a variety of issues; ability to identify, research, and resolve technical problems; respond to telephone calls, email and personnel requests for technical support; documents, tracks, and monitors the problem to ensure a timely resolution. 


Qualifications and Requirements
Must possess qualities in the following areas:  customer-service skills; listening skills; problem-solving skills; speaking skills; and writing skills.
Ability to work under deadline pressure, handle stress and deliver professional results.
Long hours and weekends may be required to meet deliverables.
Strong written and oral communication skills, organizational skills, and attention to detail.
Self-motivated with minimal oversight.
Computer skills including Microsoft Word, Excel, PowerPoint, and Outlook.
Some travel may be required.

Must have authorization to work in the United States as defined by the Immigration Reform Act of 1986.

MUST BE ABLE TO OBTAIN AND MAINTAIN USAID FACILITY ACCESS