Residency Requirement

Employees must be Boston residents on their date of hire and for the duration of their

employment subject to BWSC policies and collective bargaining agreements.

Overview

Position Purpose:

Develops and delivers training programs to end users on various software programs and to resolve end user problems.

Responsibilities

Essential Functions:

(The essential functions or duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position.)

• Develop, maintain, plan, coordinate and deliver training programs to end users on various software programs and resolves end user problems.
• Develop, maintain, plan, coordinate and deliver onboarding training materials and programs for new hires and relocated/promoted employees with IT access.
• Develop training materials and host training for Open-labs.
• Complete incoming service requests from end-users to resolve software application issues. Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications.
• Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made and actions taken through final resolution.
• Communicate application problems and issues to internal/external developers and the IT support team.
• Test, fixe and perform post-resolution follow-up to ensure problems have been adequately resolved.
• Identify and learn appropriate software applications used and supported by the Commission.
• Coordinate with department heads to assess departmental training needs and objectives. Develop and deliver courses for new and existing software applications, including all course materials, exercises, and skill evaluations.
• Create, administer, analyze, and reports on end-user needs and skills assessments. Review and update training materials and documentation.
• Perform similar or related work as required, directed or as situation dictates.

Qualifications

Recommended Minimum Qualifications:

Education, Training and Experience:

Bachelor’s Degree in computer science or information systems. Minimum of 3 - 5 years of relevant work experience including experience with technical training, user experience and application support.

Knowledge, Ability and Skill:

Knowledge:  In-depth, hands-on knowledge of enterprise and desktop applications, including Microsoft Office. Proven experience with adult learning principles, methodologies, and course design techniques. Knowledge of trends in computer technology relating to software.

Ability: Ability to conduct research into course development and delivery concepts, as well as technical software issues. Good analytical and problem-solving abilities.

Skill: Familiarity with ITIL methodologies. Good written and verbal communication skills. Preferred: Microsoft Office Specialist (MOS) certification. CompTIA CTT (Must be willing to complete certification), Sharepoint.

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Moderate physical effort required performing work; frequent bending, crouching and reaching required for such tasks as moving and installing computer hardware and related office equipment. Tasks involve extended periods of time at a keyboard or workstation; operates a keyboard at an efficient speed. The employee is frequently required to sit, communicate, or hear; occasionally required to walk, must be able to handle, or feel objects, tools, or controls; and reach with hands and arms. The employee must occasionally lift and/or move objects weighing up to 60 pounds. Vision and hearing at or correctable to normal ranges.

Supervision:

Supervision Scope: Performs various duties requiring a thorough knowledge of departmental operations and the ability to complete assigned tasks according to established procedures and protocol.

Supervision Received: Works under the general direction of the Director of IT Support, generally sets own daily work plan while following outlined procedures and tasks; escalates issues as necessary to supervisor.

Supervision Given: None

Job Environment:

• Work is performed in an office environment. Majority of work is performed in a moderately quiet work environment.
• Operates computer, printer, telephone, copier, facsimile machine and all other standard office equipment.
• Makes frequent contact with BWSC staff.

Errors could result in delay or loss of service, and have potential financial and/or legal repercussions.