Help Desk/Training Specialist

Location: Dublin, GA with Remote Flexibility

Position Summary

We are seeking a Help Desk/Training Specialist to provide technical support and end-user training for Clinical Quality Management (CQM) systems, applications, dashboards, and reporting tools that support the Defense Health Agency (DHA). This position serves as a key resource for system users by resolving technical issues, delivering training, developing user documentation, and supporting the successful adoption of enterprise solutions.

The ideal candidate is a customer-focused professional with strong problem-solving skills, technical aptitude, and experience delivering effective training programs. This role works closely with users, technical teams, and stakeholders to ensure systems are operating efficiently and users have the knowledge and resources needed to perform their responsibilities successfully.

Key Responsibilities

• Provide Tier 1 and Tier 2 support for CQM-related systems, applications, dashboards, and reporting tools.
• Receive, document, track, and resolve user support requests through a ticketing system.
• Troubleshoot system access, data display, reporting, and performance issues.
• Escalate complex technical issues to appropriate technical personnel and track resolution.
• Develop and deliver both virtual and instructor-led training programs.
• Create and maintain user guides, training materials, job aids, FAQs, and standard operating procedures.
• Conduct onboarding and refresher training for end users.
• Support system implementations, upgrades, and enhancements through user communications and training activities.
• Monitor support trends and recommend opportunities for process and system improvements.
• Ensure compliance with applicable cybersecurity requirements, organizational policies, and system governance standards.

Required Qualifications

• Bachelor's degree in Information Technology, Education, Healthcare Administration, or a related field, or equivalent combination of education and experience.
• Three to five years of experience in help desk support, technical support, user training, or a related role.
• Strong customer service, communication, and interpersonal skills.
• Experience using ticketing systems such as ServiceNow, Remedy, or similar platforms.
• Experience developing and delivering training programs and user documentation.
• Ability to troubleshoot technical issues and communicate solutions clearly to users of varying technical backgrounds.

Preferred Qualifications

• Experience supporting healthcare information systems or data platforms.
• Experience supporting federal government or Defense Health Agency (DHA) environments.
• Familiarity with dashboards, reporting tools, and data visualization platforms.
• Experience supporting Military Treatment Facility (MTF) personnel.
• Knowledge of IT service management and cybersecurity best practices.

EEO Statement

TBI Federal is an equal opportunity contracting organization. All aspects of contract engagement including selection, renewal, reassignment, or termination, are based on merit, competence, performance, and business needs. TBI Federal does not discriminate in contracting opportunities on the basis of age, disability, ethnicity, gender, gender identity and expression, religion, sexual orientation, or protected veteran status.