Training Application Database & Help Desk Support Specialist

Job Summary

The purpose of this order is to provide the necessary level of professional and technical support required to facilitate the overall operational objectives of USAID and Human Capital and Talent Management (HCTM) Center for Professional Development (CPD) programs and functions. The Contractor will provide training consultation, development, facilitation and administration support on a full-time basis in support of HCTM/CPD's mission and its Global Workforce Learning Strategy (GWLS) objective to strengthen the capacity of the Agency's global workforce by ensuring they are well-equipped with the knowledge, skills, abilities and resources to administer programs around the world. The Contractor shall provide these services, materials and related equipment to perform the work delineated herein.

The candidate will respond to HCTM needs in the training and employee development programs and initiatives, network with HR colleagues and other USAID units and perform the following tasks with deliverables as described.

Duties include:

The candidate shall maintain and regularly update USAID University LMS Resource Center with documentation and resources included in the online Resource Center for HCTM and all other bureaus, offices and missions worldwide. The Resource Center houses a wide variety of links to resources and reference tools such as the world's leading libraries and search engines.

Essential functions of the job:

• Update individual profile information (i.e., email addresses, Organization Abbreviation, designated supervisor, etc.).
• Set up user accounts and integrate user data with HCTM data systems.
• Respond to inquiries on course uploading procedures and status. Responses should include types of inquiries resolved and the amount of time it took to resolve the issue.
• Respond to requests for specific database queries to satisfy reporting requirements.
• Support the evaluation and survey process. Provide assistance to the participants and the instructor on how to use the on-line evaluation system.
• Provide, upon request, appropriate training reports to HCTM staff, managers and others as appropriate.
• Provide technical support to resolve problems associated with the LMS implementation.
• Add new users and maintain updates of user profile data; assign and manage security access for course LMS.
• Train Agency's training officers on LMS Admin Functions.
• Generate reports as requested for all Agency stakeholders.
• Assist USAID Bureau and Office training staff and coordinators and vendor specialists to resolve system user issues.
• Test courses uploaded into the LMS to verify the course is working as required in accordance with LMS, Section 508, and Agency CPU standards.
• Respond to LMS and training related inquiries generated via telephone and e-mail.
• Provide various reports related to user activity and course completions.
• Update students' records in the LMS with information on who attended and completed the training.

Additional Duties

• Incumbent will also provide broad-scoped logistical and technical support for the Division and staff of the assigned Unit.
• Working with training coordinators worldwide; collaborating with subject matter experts.
• All work must meet or exceed generally accepted performance and quality standards for professional business organizations.
• Additional duties as assigned.