Compass Point, an Akima Company, is committed to helping government agencies modernize their IT infrastructure and systems to drive innovation and value. Come join an experienced, leading edge team committed to excellence and results. Compass Point offers a challenging and rewarding work environment, competitive salary and benefits, and a wide variety of career development opportunities. As an Alaska Native Corporation (ANC), 100% of our company’s profits go back to our more than 14,000 Iñupiat shareholders that have resided near and above the Arctic Circle for more than 10,000 years. Our business helps support their way of life and contributes to the survival of a culture that has thrived in a challenging environment

Functional Responsibilities: Responsible for the education and training of new and current Service Desk Technicians. Possesses the requisite training, education, certifications, and experience on modern, effective, and efficient methods for training, educating, and effectively transferring knowledge to both new and current employees. Responsible for the design, implementation, operation, and maintenance of knowledge management systems used by the Consolidated Service Desk (CSD) when assisting customers and by customers to perform self-help via the CSD Self Help portal.

Specific Responsibilities: Prepare and maintain training plans and materials and effectively educate, train, and transfer knowledge to the CSD Service Desk Technicians. Conduct live and virtual training for new team members as well as continuing training, education, and mentoring of current team members. Work with CSD leadership, the customer and the SOCOM Enterprise Knowledge Management Office to design, implement, operate, and maintain process and technology solutions that will allow CSD Technicians and SOCOM users to quickly and easily access information to resolve incidents and service requests.

• Develop curriculum, learning strategies and course objectives.

• Ability to design training that increases agent acumen with measurable results.

• Provide guidance to agents to meet key performance indicators.

• Use metrics to benchmark agent performance deficiencies and improvements.

• Ability to author and design engaging training materials to be used independently.

• Update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.

• Meet with business owners and partners to compile information (e.g., procedures, installation, and configuration).

• Familiarity with DCS, Elluminate or other Blackboard platform used for virtual training.

• Coach and mentor staff with the highest personal respect, regard and professionalism.

• Conduct employee training programs.

• Knowledge Base (KB) content owner is the primary contact for the team and ensures content is consistently displayed.

• KB owner routinely reviews incidents and inbound calls to produce a list of issues that require KB articles. This list should be produced in a timely manner and existing content should be kept up-to-date.

• Analyze and evaluate operational, technical and functional data to synthesize patterns and trends.

• Generate reports to highlight unique identifiers to explain patterns, trends and anomalies.

• Author and maintain the knowledge repository for highly complex technical support.

• Facilitate troubleshooting efforts in conjunction with SME, Incident Manager and leadership to identify and resolve challenges.

• Possess excellent written and verbal skills.

• Must be proficient in Microsoft Excel

• Expert ability in Microsoft Office Suite, Adobe Cloud Suite and Computer Based Training creation

• Possess current TS clearance with SCI eligibility

• Previous experience teaching or leading training

  
  

• Bachelor’s Degree

• ITIL Foundations certified