Job Description :
IT Trainer or Product Specialist - Level 3 for Department of Aging and Disability Services
Location: Hartford, Connecticut
Duration: 6+ Months

PROJECT / SYSTEM OVERVIEW
ADS is seeking to provide technical assistance and support to Participants of the Older Worker Virtual Training Program.
The Consultant should be a self-starter, detail and customer service oriented and must be able to work with minimal supervision.
The scope of this role is limited to support, training and documentation of the Program participant assigned laptop and mobile hot spot device(s), and remote access software.

A Consultant is needed for the preparation and delivery of laptops and/or mobile hotspots for Program participants; training Program participants on the set up and use of their provided device(s); and maintenance and troubleshooting of their provided device(s
These tasks will be performed remotely; on-site interactions with Program participants will not occur.
The Consultant will need to be skilled in both technology implementation and software training.
The Consultant will need to have good judgement around the amount of time spent training and assisting participants.
If a Program participant request is not directly work related, the Consultant will need to limit their time in addressing the request.

SCOPE OF WORK
These tasks will need to be performed remotely.
Tasks
Initial set up of laptops and mobile hotspots;
Download applications based on Program participant needs, for example, Zoom;
Coordinate mail delivery of devices to program participants;
Set up/create an email address for participant, if necessary;
Initial training on how to use the device and applications once it is set up; and
Additional device troubleshooting/maintenance as needed.
Specific Services Required
Preparing and coordinating delivery of device(s)
Training and assistance to Program participants to set up and utilize devices
Technical assistance and troubleshooting of device(s)
Communication with Program staff as needed
Setup/Delivery/Troubleshooting of devices
Tracking of Program participant devices delivered
Tracking of Program participant device training
Tracking of Program participant device issues
Communications with Program staff at ADS

o The Consultant will be required to assist Program participants with the initial set up of their device(s), including hardware, software and applications. This support will be provided initially via the telephone and then through internet-based applications, i.e. Zoom or Microsoft Teams. Upon completion of the setup, the Consultant will be responsible for training the Program participant on how to use the laptop and/or mobile hotspot and any applicable applications.

o Once the Program participant begins job skills training programs through this Program, the Consultant will continue to be the contact person if the Program participant has an issue with the device(s

o The Counselor will be responsible for tracking all Program participant issues and trainings related to the device(s The ideal Consultant should be equally capable of both training, implementations and troubleshooting.

Required Skills and Experience

Technology:
Standard Laptop
Standard Hotspot
Familiarity with how to download/install applications, particularly Zoom
Familiarity with Microsoft Office
A successful candidate will have the following skills:
Experience in Information Technology (IT) operations and technical support
Experience in a helpdesk environment
Experience in application installation and training
Ability to work with minimal supervision and guidance
Effective remote training, troubleshooting and issue resolution
Ability to assist technology users of varying skills levels
Ability to “translate” between technical and non-technical language
Understanding of Personally Identifiable Information (PII) and sensitive data for vulnerable populations

Client : Department of Aging and Disability Services