Title: IT Training Consultant

Location: Detroit, MI

Schedule: Mon – Fri, 8:00 AM – 5:00 PM EST

Note: C2C & 3^rd party candidates will NOT be considered

Under the direction of the Supervisor, the operational direction of the Health and Business IT Training & Support Division of Information Technology, and the Director of Collaboration Solutions, the IT Training Consultant will be responsible for providing support to the Service Desk and conducting moderate training activities for end client; the portfolio supported includes Microsoft Office Suite. Responsibilities include partnering with colleagues and stakeholders to develop and launch a variety of integrated learning and development programs, tools, and collaborative practices that include formal and informal technology-enabled collaborative solutions.

Position Duties:

• Develop and deliver training programs both virtually and in-person, including knowledge sharing sessions and on-site rounding
• Provide in-depth troubleshooting, research, diagnoses, resolution, and escalation of complex technical issues and requests for M365, both office client and web-based services, in a timely manner
• Provide support to Service Desk Associates on behalf of Collaboration Solutions Support and HaBITTS
• Gather information via polls or surveys to assess employee knowledge and skills to provide proper educational programs
• Assist with the identification and handling of changes and emerging issues by noticing and responding to trends in Service Desk collaboration tools
• Manage email, SN queues, and group chats, as well as other team communication channels, to understand the current state of the M365 service and incoming end user requests and incidents
• Test new technologies and support structures to assist with integration across the system
• Recommend improvements to our processes that support and improve the use and adoption of M365
• Identify problems and report trends to the Training Manager; recommend training and education programs, process improvement programs, and/or other program developments
• Conduct rounding to client sites during go-lives
• Conduct onsite labs to assist with training/adoption

Position Qualifications:

• 2+ years of experience training in Microsoft Office in a corporate or hospital setting
• A minimum of an Associate’s Degree required; Bachelor’s Degree or relevant vocational technical training preferred

Note: C2C & 3^rd party candidates will NOT be considered

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