Support Desk Engineer 3 On-The-Job Trainer

• Are you a world class problem solver? Thrive on delivering top notch customer service? Ready to conquer technical challenges, build relationships with clients, work with a variety of hardware and software, grow and develop? Have an intense curiosity and a willingness to learn? Do you possess excellent interpersonal skills?

Good—because we’ve been searching for coast to coast for good humans with next-level talent. Are you in?

About us:

• We were born in Nebraska, raised in Nebraska, and enjoy serving clients across the country.
• We are growing insanely fast, fast enough to make the Inc 5000 list 9 years running.
• We are all about our company culture so much so, that it’s our #1 priority.
• We believe life is an adventure to be lived. With more than 170 engineers, there are enough resources to go around. You can log off and know that someone else has your back so you can get out and enjoy life.
• We love giving back to the community. In fact, we set aside dollars each month for employees to donate to causes they are passionate about.

Role Summary:

The Support Desk 3 On-The-Job Trainer is a crucial role in maintaining and supporting Support Desk operations. This position is responsible for providing advanced technical support and expertise for Support Desk issues; triaging and assigning tickets, answering questions and providing assistance within the Support Desk Questions channel, and providing quality assurance. This position frequently collaborates with leaders and the Talent Development Team to help establish technical knowledge requirements and assess training needs. The Support Desk 3 On-The-Job Trainer will also facilitate learning for new hires and existing Support Desk members by developing and delivering engaging instructional materials including presentations, workshops, and technology-supported training.

Education and Experience:

• 2 years of experience in Five Nines Stack Technology preferred
• 2 years of previous customer service experience required
• 1 year of previous customer service experience in a face-to-face environment preferred
• Excellent verbal and written communication skills?
• Demonstrated success in designing and implementing training programs with measurable outcomes preferred
• Analytical skills for assessing training needs and impact
• Knowledge of adult learning principles and instructional design methodologies
• Familiarity with various instructional techniques (e.g., instructor-led, digital, experiential, collaborative, gamified learning)
• Experience with Learning Management Systems (LMS) and e-learning tools
• Internal Candidates: Meet established requirements for promotions

Physical requirements:

While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. The employee is occasionally required to sit, climb, balance, stoop, kneel, crouch or crawl. The employee must frequently lift and move up to 10 pounds and occasionally lift and move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

What we bring to the table:

• Competitive pay
• Full health care benefits options including dental, vision.
• Company laptop, home internet and mobile phone stipend.
• Long term and short-term disability insurance.
• 401K plan
• Open PTO