Virtual Technologies Group

The IT Service Desk Knowledge/Training Lead is a dual-function role, acting as the primary owner (KB Owner) of the Service Desk’s Knowledge Base and the lead for staff training and development. This position is responsible for establishing a robust Knowledge-Centered Service (KCS) environment, ensuring that high-quality, accurate knowledge articles are readily available to drive First Contact Resolution (FCR). Simultaneously, this role designs and delivers all new hire and continuous training programs for the Service Desk team supporting a higher education level environment.

Requirements

• Bachelor's degree in Education, Communication, Information Technology, or a related field, or equivalent experience.
• Minimum of 4+ years of combined experience in a Knowledge Management and/or IT Service Desk Trainer role.
• Demonstrated experience as a Knowledge Base Owner or Administrator.
• Strong working knowledge of Knowledge-Centered Service (KCS) principles; KCS certification is a significant asset.
• Experience using: Service Now ITSM, Power BI, D2L Brightspace, Ellucian Banner, telephony solutions (RingCentral, Five9), Microsoft 365, desktops, laptops, Windows OS 10 & 11, LogMeIn Rescue.

Benefits

• Medical insurance plans
• Dental insurance
• Vision insurance
• Health savings accounts (HSA)
• Flexible spending accounts (FSA)
• Life insurance
• Short and long-term disability insurance
• Paid time off and holidays
• 401(k) with employer match