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VENTECH SOLUTIONS, INC. Service Desk Trainer in URBANDALE, Iowa

DescriptionPURPOSE of POSITION: The Service Desk Trainer is responsible for the development program knowledge for onsite and virtual team members while maintaining an environment that nurtures employee morale while representing the company in a positive professional manner. Prepares, coordinates, schedules and conducts training for employees of the Service Desk. Consideration for this position requires solid attendance, proven program knowledge for primary Line of Business and approval of application from Supervisor and/or Manager.Primary Duties and ResponsibilitiesMaintains a positive attitude and creates a nurturing environment which encourages positive employee morale, friendliness and fun while maintaining focus on training initiatives.Provides prompt and efficient customer service by exhibiting caring, concern and patience in all customer and team member interactions.Sets the standards for customer service, employee relations, and professional appearance.Understands each position and basics of each program offered.Updates and helps to design training materials.Networks with management and team members to ensure training materials are relevantMaintains minimum of 8 hours per month of required phone time.Direct back-up for surge - whether be on the phones or walking the floor.Conducts tasks and assignments as directedIs able works under moderate supervision with latitude for independent judgement.MAJOR RESPONSIBILITIES/ESSENTIAL FUNCTIONS: 1. 10%: Conducts training needs analysis with management, subject matter experts and employee groups to identify training needs.2. 25%: Plans and develops classes, workshops or other activities to meet identified training needs; outlines curriculum.3. 50%: Facilitates learning through classroom instruction and on-the-job training.4. 5%: Serves as a mentor for Help Desk Reps, both Senior and Lead, that perform training5. 10 %: Manages and updates training curriculum for all Help Desk positions.ESSENTIAL QUALIFICATIONS: HS Graduate or GEDRelated Work Experience: 4-6 years- Minimum of 1-1.5 years of knowledge on the HCQIS contract- Demonstrated ability to train and mentor employees- Solid presentation and facilitation skills- Ability to present complex information to a variety of audiences- Excellent interpersonal and oral/written communication skills- Self-starter with ability to accomplish tasks in a timely manner with minimal supervision- Ability to collaborate with employees and management- Strong customer service background- Creative thinker that is willing to use constructive feedback to further improve training- Ability to maintain confidentiality- Preferred: One year of experience with needs analysis, curriculum design and trainingSCOPE of POSITION: Individual ContributorThis position is an individual contributor and has no supervisory responsibilities. Provides functional expertise through day-to-day work tasks. Works under the supervision of management.Equal Opportunity Employer/Protected Veterans/Individuals with DisabilitiesThe contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)EQUAL OPPORTUNITY EMPLOYER: Women/Minority/Veterans/Protected Veterns/Individuals with Disabilities

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