1+ months

Product Support Specialist - Instructional Designer

Austin, TX 78701
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\u003Cdiv data-field=\u0022Position_Description\u0022 class=\u0022Summary\u0022\u003E\u003Cstrong\u003EPOSITION PURPOSE\u003C/strong\u003E\u003Cbr /\u003E\u003Cp\u003EThe Product Support Specialist -\u0026nbsp;Instructional\u0026nbsp;Designer\u0026nbsp;designs and develops training content, courses, job aids, and reference manuals to meet the developmental objectives of the various audiences within the Support Center and Field Captain organization. The\u0026nbsp;Instructional\u0026nbsp;Designer\u0026nbsp;must provide the leadership skills necessary to control the execution of the various learning content initiatives.\u0026nbsp;\u003C/p\u003E\u003Cbr /\u003E \u003Cstrong\u003EMAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES\u003C/strong\u003E\u003Cbr /\u003E 25% - Support \u0026 Enablement: \u003Cbr /\u003E Receives incident from escalation of L1 or receives incident from application and infrastructure teams directly; troubleshoots technical issues via phone, tickets and remote support (desk-side as needed) in a courteous manner both synchronously and asynchronously; escalates unresolved issues to L3 or engages service vendor \u003Cbr /\u003E Actively listens to and builds rapport with end users to elicit problem details, applying conflict resolution skills as needed \u003Cbr /\u003E \u003Cbr /\u003E 40% - Delivery \u0026 Execution: \u003Cbr /\u003E Has administrative rights; can make change to systems hardware and software \u003Cbr /\u003E Partners with engineering team to resolve any SCCM Software Center issues \u003Cbr /\u003E Maintains, upgrades and supports existing systems to ensure operational stability \u003Cbr /\u003E Applies diagnostic utilities to as needed to complete troubleshooting activities \u003Cbr /\u003E Identifies new and existing requirements and installs necessary hardware and equipment infrastructure to meet these requirements \u003Cbr /\u003E Accesses software updates, drivers, and knowledge bases as needed to achieve problem resolution \u003Cbr /\u003E Tests fixes prior to closing tickets to ensure problems have been adequately resolved \u003Cbr /\u003E Obtains and maintains license keys and associated software assets \u003Cbr /\u003E Maintains the PCLS software server which contains manual installation packages \u003Cbr /\u003E Negotiates with vendors to ensure that all system requirements are met in a timely and efficient manner; maintains and nurtures relationships with software vendors \u003Cbr /\u003E Interacts and builds relationships with site leadership where applicable \u003Cbr /\u003E \u003Cbr /\u003E 10% - Administration \u0026 Operations: \u003Cbr /\u003E Documents all pertinent end user identification information including nature of problem \u003Cbr /\u003E Records, tracks, and documents the problem-solving process for each ticket \u003Cbr /\u003E 25% - Learning: \u003Cbr /\u003E Actively engages in and supports formal and informal training sessions to share new skills and knowledge including, but not limited to, usage of system to obtain license keys and updates on additions and changes to the PCLS software server \u003Cbr /\u003E If new issue or known issue with incomplete resolution in the Knowledge Base, updates Knowledge Base system for L1s upon resolution\u003Cbr /\u003E \u003Cstrong\u003ENATURE AND SCOPE\u003C/strong\u003E\u003Cbr /\u003E Typically reports to the Product Support Supervisor, Product Support Manager or Sr. Manager.\u003Cbr /\u003E \u003Cstrong\u003EENVIRONMENTAL JOB REQUIREMENTS\u003C/strong\u003E\u003Cbr /\u003E \u003Cstrong\u003EEnvironment:\u003C/strong\u003E\u003Cbr /\u003E Located in a comfortable indoor area. Any unpleasant condition\u003Cbr /\u003E \u003Cstrong\u003ETravel: \u003C/strong\u003E\u003Cbr /\u003E Typically requires overnight travel less than 10% of the time. \u003Cbr /\u003E \u003Cstrong\u003EAdditional Environmental Job Requirements: \u003C/strong\u003E\u003C/div\u003E\u003Cdiv data-field=\u0022Postion_Requirement\u0022 class=\u0022Requirement\u0022\u003E\u003Cstrong\u003EMINIMUM QUALIFICATIONS\u003C/strong\u003E\u003Cbr /\u003E Must be eighteen years of age or older.\u003Cbr /\u003E Must be legally permitted to work in the United States.\u003Cbr /\u003E \u003Cstrong\u003EAdditional Minimum Qualifications:\u003C/strong\u003E\u003Cbr /\u003E Must be legally permitted to work in the United States \u003Cbr /\u003E \u003Cstrong\u003EEducation Required:\u003C/strong\u003E\u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003EYears of Relevant Work Experience: \u003C/strong\u003E1 years\u003Cbr /\u003E \u003Cstrong\u003EPhysical Requirements:\u003C/strong\u003E\u003Cbr /\u003E Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles. Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable. \u003Cbr /\u003E \u003Cstrong\u003EAdditional Qualifications:\u003C/strong\u003E\u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003E\u003Cstrong\u003EPreferred Qualifications:\u003Cbr /\u003E\u003Cbr /\u003E\u003C/strong\u003E\u003C/strong\u003E\u003Cp\u003E\u0026bull; \u0026nbsp; \u0026nbsp;Bachelor\u0026rsquo;s degree in Instructional Design, Adult Learning, Graphic Design, or equivalent work experience.\u003C/p\u003E\u003Cp\u003E\u0026bull; \u0026nbsp; \u0026nbsp;Experience with eLearning Development Software (Captivate, Articulate, Presenter, etc.)\u003C/p\u003E\u003Cp\u003E\u0026bull; \u0026nbsp; \u0026nbsp;Experience with the Adobe Creative Cloud Suite with a focus on Photoshop and Illustrator.\u003C/p\u003E\u003Cp\u003E\u0026bull; \u0026nbsp; \u0026nbsp;Advanced Knowledge of Microsoft Office Suite including Word, PowerPoint, Excel, and Outlook\u003C/p\u003E\u003Cp\u003E\u0026bull; \u0026nbsp; \u0026nbsp;Experience working with a Learning Management System and publishing an eLearning via SCORM 1.2.\u003C/p\u003E\u003Cp\u003E\u0026bull; \u0026nbsp; \u0026nbsp;Experience using SharePoint and creating and editing Webparts within SharePoint.\u003C/p\u003E\u003Cp\u003E\u0026bull; \u0026nbsp; \u0026nbsp;Experience working with video production software (Premiere Pro, Final Cut Pro, Audition, After Effects, etc.)\u003C/p\u003E\u003Cp\u003E\u0026nbsp;\u003C/p\u003E\u003Cp\u003E\u003Cstrong\u003EMinimum\u003C/strong\u003E\u003C/p\u003E\u003Cp\u003E\u0026bull; \u0026nbsp; \u0026nbsp;Associates degree in Instructional Design, Adult Learning, Graphic Design or equivalent work experience.\u003C/p\u003E\u003Cp\u003E\u0026bull; \u0026nbsp; \u0026nbsp;Experience with eLearning Development Software (Captivate, Articulate, Presenter, etc.)\u003C/p\u003E\u003Cp\u003E\u0026bull; \u0026nbsp; \u0026nbsp;Experience with a photo editing software (Photoshop, GIMP, Affinity, etc.)\u003C/p\u003E\u003Cp\u003E\u0026bull; \u0026nbsp; \u0026nbsp;Experience with the Microsoft office Suite including Word, PowerPoint, Excel, and Outlook.\u003C/p\u003E\u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003EKnowledge, Skills, Abilities and Competencies:\u003C/strong\u003EBeing Resilient: Rebounding from setbacks and adversity when facing difficult situations \u003Cbr /\u003E Collaborates: Building partnerships and working collaboratively with others to meet shared objectives \u003Cbr /\u003E Communicates Effectively: Developing and delivering multi-mode communications that convey a clear understanding of the unique \u003Cbr /\u003E needs of different audiences \u003Cbr /\u003E Customer Focus: Building strong customer relationships and delivering customer-centric solutions \u003Cbr /\u003E Decision Quality: Making good and timely decisions that keep the organization moving forward \u003Cbr /\u003E Interpersonal Savvy: Relating openly and comfortably with diverse groups of people \u003Cbr /\u003E Manages Conflict: Handling conflict situations effectively, with a minimum of noise \u003Cbr /\u003E Nimble Learning: Actively learning through experimentation when tackling new problems, using both successes and failures as learning fodder \u003Cbr /\u003E Resourcefulness: Securing and deploying resources effectively and efficiently \u003Cbr /\u003E Situational Adaptability: Adapting approach and demeanor in real time to match the shifting dema\u003C/div\u003E
Posted: 2020-10-17 Expires: 2020-12-15
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Product Support Specialist - Instructional Designer

Home Depot
Austin, TX 78701

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