Technical Trainer - Improvix Technologies : Job Details

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Base pay range

$100,000.00/yr - $135,000.00/yr

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Recruitment Manager at Improvix Technologies

Trainer – Case Management Application

Location: Onsite, Washington, DC

Clearance Required: Secret

Schedule: Full-Time, Onsite 5 Days per Week (No Remote or Hybrid Options)

About the Role

The U.S. Department of State is seeking a full-time Trainer to support the implementation, training, and end-user support of a mission-critical case management application. This role requires a professional with strong communication skills, experience working with executive-level stakeholders (SES/SFS or equivalent), and the ability to manage both instructional development and Help Desk responsibilities.

The Trainer will split their time between designing and delivering training content and providing Tier 1 end-user support. Ideal candidates will be organized, proactive, and customer-focused, with a proven track record in high-profile, fast-paced environments.

Key Responsibilities

Application Expertise

• Become a subject matter expert on the case management system to deliver accurate training and support.

Training Development & Delivery

• Design and lead training sessions for users at all levels of technical proficiency.
• Develop written and multimedia content including SOPs, quick reference guides, and video tutorials.
• Conduct professional in-person and virtual training sessions with clarity and executive presence.
• Provide tailored, white-glove support to senior leadership and VIP stakeholders.
• Adapt communication and delivery style for high-level executive audiences.

Help Desk Support (Approx. 50%)

• Act as a primary point of contact for Tier 1 end-user support.
• Troubleshoot application issues, resolve user inquiries, and coordinate with technical teams.
• Escalate and follow up on technical issues as needed.

Communication & Resource Management

• Draft and distribute system updates, newsletters, and training announcements.
• Maintain SharePoint resources including training calendars, FAQs, and release notes.
• Reactivate and manage a Microsoft Teams channel to support ongoing user engagement and knowledge sharing.
• Gather and integrate user feedback to refine training and support materials.
• Collaborate with internal teams to increase system adoption and communicate feature updates.

Required Qualifications

Education

• Bachelor's degree in Education, IT, Business Administration, or related field (or equivalent experience).

Experience

• 5–7 years of experience in training, instructional design, or user support.
• Experience supporting VIP or executive-level users in high-pressure settings.
• Prior experience providing Tier 1 or Help Desk support strongly preferred.

Technical Skills

• Proficiency with Microsoft Office Suite and tools like PowerPoint, Adobe Captivate, or Camtasia.
• Familiarity with case management systems, SharePoint, and Microsoft Teams.

Communication & Interpersonal Skills

• Excellent written and verbal communication skills.
• Ability to convey complex topics to non-technical or executive-level audiences.
• Strong customer service orientation and professional presence.
• Skilled at managing multiple responsibilities including training and support.
• Able to adapt quickly to evolving priorities and user needs.

Work Schedule

• Full-time, onsite at Department of State HQ (Monday–Friday).
• Must be available during core business hours to support live training and Help Desk activities.

Seniority level

• Seniority levelMid-Senior level

Employment type

• Employment typeFull-time

Job function

• Job functionInformation Technology
• IndustriesIT Services and IT Consulting

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Inferred from the description for this job

Medical insurance

Vision insurance

401(k)

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