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Technical Support Specialist

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Provides technical assistance and training to system users; answers user inquiries and requests for assistance by phone, email, videoconference and in person regarding systems operations; diagnoses system issues and operator problems; recommends/performs remedial actions to correct problems based on in-depth knowledge of module; assists the Commissioner’s Conference Project Manager (CCPM) on the maintenance of user accounts and various levels of user access; sets up regular maintenance schedule and performs or ensures preventative maintenance is performed by users; performs system task assignments; works efficiently and with demonstrable initiative. Holds end user training and orientation sessions on the TSAMM-CC; assists the CCPM in maintaining the electronic calendar of the entire Commissioner’s Conference (CC) organizational chart and coordinates its details with the National Calendar.

Develops user-friendly and creative manuals and guides for the use of the TSAMM-CC. Populates and maintains the FAQ online mechanism within the module, creates training videos and uploads onto a dedicated CC YouTube channel, along with other media channels. 

Publishes monthly TSAMM-CC user tips and tricks.

Serves as the lead person for maintaining the accuracy and relevance of all training resources, including the maintenance and upkeep of the FAQ section within the module, CC YouTube Channel and all other repositories, user’s inquiries and requests for assistance by videoconference, email, phone and in person by troubleshooting and testing in order to identify and solve issues/problems with the module use. Diagnoses system or operator problems; recommends/performs remedial actions to correct problems based on the knowledge of the module.

Supports the CCPM in managing memberships and user transitions within the TSAMM-CC, ensuring those who need access, receive and maintain access, and those who rotate out are released from authorized use. Assists the CCPM is determining the type of access privilege an authorized individual would have.

Monitors and maintains the TSAMM-CC Ticket System/service log; keeps a record/documentation of issues encountered with the system, determines what specific issues are  recurring; generates tracking reports for discussion with the CCPM, the National Chief Secretary and Data Paradigm.


Education and Experience:

Bachelor’s degree and at least two years’ experience of performing a variety of increased technical and administrative support and training in an office environment.

Ability to become proficient with an entirely new operations software platform in an expeditious and effective manner. Ability to visualize how a computer based product may be best used to address specific functional needs. Ability to analyze and resolve problems, to debug and troubleshoot, with an intrinsic drive to work through issues logically. Ability to identify and obtain on-point resolutions to problems relating to a product and its application to a specific need.

Ability to plan and conduct training/instruction classes for end users. Intuitiveness in teaching/orientation skills, and creativity in developing training materials that accompany such teaching.

Ability to read and comprehend Commissioner’s Conference minutes. Ability to learn The Salvation Army culture, and the philosophical underpinnings of the Commissioners’ Conference system.

Provides technical assistance and training to system users; answers user inquiries and requests for assistance by phone, email, videoconference and in person regarding systems operations; diagnoses system issues and operator problems…

Details at a Glance

  • Time Commitment
    Full Time Schedule
  • Start Date
    July 6, 2021
  • Application Deadline
    July 5, 2021
  • Education
    4-Year Degree Required

Salary

$42,114 - $52,743$23.14 - $28.98 Paid Bi Weekly

Benefits

Benefits after 90 days. Free underground parking and lunches offered.

Benefits after 90 days. Free underground parking and lunches offered.

Level of Language Proficiency

Highly proficient in the English language.

Highly proficient in the English language.

Location

On-site
615 Slaters Lane, Alexandria, VA 22314, United States

How to Apply

Submit your cover letter and resume by secure fax to (703) 684-3478, e-mail to usn.recruit@usn.salvationarmy.org with the job title in the subject line, or send via US Mail to 615 Slaters Lane Alexandria, VA 22314, Attn: HR Office.

Submit your cover letter and resume by secure fax to (703) 684-3478, e-mail to usn.recruit@usn.salvationarmy.org with the job title in the subject line, or send via US Mail to 615 Slaters…

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