Client Technology Training Specialist

POSITION TITLE: SPECIALIST; CLIENT TECHNOLOGY TRAINING

DEPARTMENT: WORKFORCE DEVELOPMENT

OBJECTIVE: Ensure clients can access Workforce Development services adequately and efficiently through the use of Workforce Development’s technology assets. The Client Technology Training Specialist will achieve this objective by providing training and technical support to Workforce Development clients on the use of our various technological platforms, including Job Club workstations, training laptops, mobile devices, software applications, and web-based resources. Both in-person and virtual trainings will be utilized to meet these needs.

QUALIFICATIONS: EDUCATION & EXPERIENCE –

Required: High School Diploma/GED with 2 years’ work experience in a desktop/mobile support, technical training, or helpdesk related role. Previous experience in hosting trainings in a virtual or in-person setting.

Preferred: Undergraduate degree or professional certification in an Information Technology related field. Substitutions: BBNA may consider any equivalent combination of education, experience, and cultural knowledge. BBNA also reserves the right to waive non-essential requirements in order to select the candidate who best fits the needs of the organization.

SKILLS & ABILITIES – Highly developed customer service skills, paired with the ability to convey training concepts in an easily understandable manner. Familiarity with mobile devices and fixed workstation maintenance and equipment. Perform primary duties with minimal supervision or oversight. Desire for learning and the ability to teach others. Excellent communication, organizational, and documentation skills. Ability to pursue project goals and meet deadlines while working individually or as a team. Familiarity with Bristol Bay area, people, cultures, and the unique challenges of service delivery in remote Alaska.

TECHNICAL PROFICIENCY – Advanced troubleshooting skills with mobile development platforms and desktop workstations, including Windows, Apple, and Android desired. Advanced knowledge of Windows platforms, iOS, MacOS and Android platforms, TCP/IP networking technologies, Microsoft Office 365 applications including Teams, Microsoft Endpoint Manager, Google Workspace or Atlassian software is highly valued.  Skills in basic computer troubleshooting.

OTHER REQUIREMENTS – Alaska Driver’s License and insurable under BBNA insurance.

JOB RESULTS:

Achieves Program functions by

• Providing technical training and support to Workforce Development clients.
• Establish comprehension of Public Law 102-477 and services provided under and outside of this law, including Temporary Assistance for Needy Families (TANF), Low Income Heating Assistance Program (LIHEAP), Low Income Water Assistance Program (LIWAP), General Assistance (GA), Higher Education (HI ED), Child Care Development (CCD), and Tribal Vocational Rehabilitation (TVR) services. Develop an understanding of how these services are utilized to assist Tribal members, how BBNA implements these services, and how TAS is utilized to facilitate service delivery. Attendance at virtual or in-person 477 training conferences will be highly encouraged.
• Working closely with the Database Services Division Manager and BBNA IT Dept. to identify training needs, diagnose technical issues, perform troubleshooting, and make recommendations on new technologies to enhance WFD service delivery.
• Providing technical training and support to clients with Windows-based Job Club computer usage, Apple/Android mobile device use and troubleshooting, online application access, and other duties as assigned by the Database Services Division Manager or WFD Director.
• Updating and maintaining a portable Windows-based WFD Laptop Lab, which will be utilized to host training events.
• Set up and administer the WFD-owned mobile devices and off-site workstations, distributed to staff and clients for training, education, and employment search use. Management of these devices will be conducted through a mobile device management solution and Atlassian Jira platforms.
• Provide support and manage inventory of Starlink internet service equipment deployed for WFD clients.

 

Keep Management Informed by

• Maintaining program records and submits required reports.
• Participating in scheduled Workforce Department team meetings.

 

Meet requirements for travel in and out of region by

• Scheduling well planned trips if necessary to provide services, participate in training, and workshops.
• Keep Village and Tribal councils informed of travel plans and training events in the communities we serve. Training may be conducted virtually through Microsoft Teams or in-person.

 

Monitors and improves program and service quality by

• Contributing ideas and information learned from feedback and work experiences.

 

Protect program integrity and client privacy by

• Agreeing to BBNA’s policy on confidentiality, keeping confidential information gained through employment secure, during and after this employment.
• Exhibiting a high degree of ethical behavior, as this position regularly interacts with sensitive client data.

 

Contributes to overall team effort by

• Welcoming new and different work requirements; exploring new opportunities to add value to the organization; helping others accomplish related job results as and where needed.
• Cross training with other WFD staff to enhance understanding of other roles and provide backup as needed.
• Assist with WFD Services Outreach to disseminate information about WFD services via multiple platforms (including physical mediums [flyers, letters, etc.], radio announcements, social media, and in-person communication) and set up trainings based on client needs.

 

REPORTS TO: DIVISION MANAGER; DATABASE SERVICES

DUTY STATION: DILLINGHAM

WAGE: $22.77/hr ($44,402/yr) – $45.66/hr ($89,307/yr)]

GRADE RANGE: 11

EMPLOYMENT TYPE: FULL-TIME

FLSA STATUS: NON-EXEMPT

Tagged as: On-Site