• Help Desk Trainer

    Job Locations US-PA-Cranberry TWP
    Job ID
    Help Desk
  • Overview

    As the Help Desk Trainer, you will be responsible for training new hires and developing the skills of our Help Desk Technicians. You serve an essential role in the implementation of training strategies and goals within the Help Desk. Reporting to the Workforce Development Manager, the Trainer will ensure that the training program delivers continuous value to our Help Desk team.


    • Train new and existing Help Desk Technicians in both technical and process driven content
    • Develop and implement standard classroom and on demand processes and procedures to insure a uniform training experience across multiple sites
    • Conduct comprehensive analysis to determine need, project scope and best training methodology to ensure that training fulfills the needs and objectives of the Help Desk
    • Develop and implement skills gap analysis/assessments and maintain a skills catalog
    • Seek out new and more effective training techniques, suggest and lead enhancements to existing training programs
    • Develop new hire and ongoing training modules that will be delivered remotely
    • Teach methods to troubleshoot efficiently and effectively using isolation methodology
    • Provide written trainee evaluations to management at the end of each training cycle
    • Produce weekly and monthly reports on Help Desk training


    • Bachelor’s degree in Technology, Business, or Education preferred
    • 4+ years training and development experience in IT, Help Desk Support, or Technology
    • Strong public speaking skills with the ability to engage learners throughout trainings and learning opportunities
    • Ability to function independently and as part of a team with a positive attitude, strong work ethic and commitment to excellence
    • Overall knowledge of IT infrastructure components and how they interact
    • Excellent reasoning and troubleshooting skills
    • Excellent communication skills, both oral and written
    • Knowledge of learning evaluation models to measure the performance and effectiveness of training programs
    • Knowledge of Microsoft Windows and Office software applications with advanced skills in Word and PowerPoint and familiarity with web-based teaching and learning.
    • Ability to facilitate and coordinate the development of training materials, tools, and approaches according to department development needs and best practices
    • Excellent organizational skills; ability to prioritize and manage multiple projects and tasks
    • Training industry certification and/or ITIL Foundations certification are a plus



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