Online Technical Support Specialist

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Updated: February 12, 2019
Job ID: 214554
Status: Full-Time
Regular/Temporary: Regular
Location: Rockville, MD, United States

Join the HJF Team!

HJF is seeking an Online Technical Support Specialist to support the Center for Deployment Psychology (CDP) activities related to its training and education mission in Bethesda, Maryland.  This position will work in the CDP headquarters in Rockville, MD.  They report to the Chief of Staff. The Online Technical Support Specialist is able to work independently to support online training activities by providing hands on support and developing tools that help staff, faculty, and customers with their online experience. This person will have the knowledge, skills and abilities of a computer support technician, in addition to the ability to lead customers in training in virtual world programs and assist faculty with any technical issues which may arise during online training programs in a live, virtual or mixed-reality environment. 

CDP has the mission to train military and civilian behavioral health providers to provide high quality deployment-related behavioral health services to military personnel and their families.  The incumbent will be primarily responsible for managing the development, delivery and evaluation of a range of training programs delivered through various distance learning tools.  

Responsibilities:                    

  1. Manage technology and computer questions from CDP staff, faculty and customers by phone, email or in person.
  2. Assist CDP staff and faculty with computer hardware and software issues as needed.
  3. Assist CDP customers with computer-related issues required for attending CDP programs, e.g., trouble-shooting setup and configuration of appropriate computer hardware and software to attend an online training workshop.
  4. Develop PowerPoint or similar products for CDP programs.
  5. Support the CDP with scheduling, coordinating and managing technological aspects of meetings, including meetings utilizing online platforms.
  6. Repair minor problems in CDP hardware, software or equipment.
  7. Inform the CDP of latest technology developments by reading trade publications, websites and manuals.
  8. Train CDP employees and customers in use of new software, hardware, and other technology systems.
  9. Install new programs and equipment and ensure proper functioning of computer systems working with CDP’s IT sponsors.
  10. Independently lead customers through detailed training workshops in virtual and mixed reality environments.
  11. Coordinate, schedule and run pre-workshop orientation sessions for customers.
  12. Set-up and track online registration for live, online and mixed reality events.
  13. Collect attendance data to generate a report from online training events to provide to Program Managers to issue Continuing Education (CE) credits.
  14. Liaise with external SMEs regarding programs and provide training on platforms to SMEs and assist with instructional design.
  15. Develop technology-based training aides and documentation for SMEs and staff as needed.
  16. Assess training needs and recommend new training programs to CDP leadership.
  17. Assist with minor proofreading and content management duties of CDP’s external facing website.
  18. Performs other duties of similar scope and nature as assigned.

Required Knowledge, Skills, and Abilities: Must have excellent problem-solving skills. Must have intermediate skills in a number of software packages, including ability to remotely trouble-shoot technical issues, including Microsoft Office, Google Suite, and Adobe Creative Suite. Must have expertise or ability to quickly develop expertise in online platforms, such as Adobe Connect, Zoom, and Second Life.  Previous experience in Adobe Connect, Zoom, and Second Life preferred. Must have excellent customer service and communication skills (written and verbal) including the ability to communicate effectively with a diverse group of people, and the ability to communicate technical information to a lay audience.

Minimum Education/Training Requirements: Associate's Degree in computer related field. Knowledge of military culture desired. 

Minimum Experience: 1 to 2 years computer experience

Physical Capabilities: Walking, standing, lifting and carrying up to 25 lbs and sitting.

Work Environment: The Center for Deployment Psychology (CDP) is a largely DoD funded Behavioral Health training and education center of excellence of the Uniformed Services University for the Health Sciences (USUHS).  The CDP has over 30 staff located in Bethesda and Rockville, Maryland and at 20 locations around the country. The majority of work will be conducted in our office suite in Rockville, MD with occasionally meetings held at the USUHS in Bethesda, MD. 

Employment with HJF is contingent upon successful completion of a background check, which may include, but is not limited to, contacting your professional references, verification of previous employment, addresses, education, and credentials, a criminal background check, drug screening, and a department of motor vehicle (DMV) check.  

HJF is an equal opportunity and affirmative action employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

Any qualifications to be considered as equivalents, in lieu of stated minimums, require the prior approval of the Chief Human Resources Officer.
 

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