Criterion Systems Training Specialist in Belle Chasse, Louisiana

At Criterion Systems, we developed a different kind of business—a company whose real value is a reputation for excellence built upon the collective skills, talents, perspectives, and backgrounds of its people. Our differentiators: employee-owned Federal government IT services contractor founded in 2005; high employee retention rate because of excellent benefits and a focus on job flexibility and work/life balance; leadership team comprised of individuals who have successfully built and run businesses and are involved in day-to-day operations. We have grown our workforce each year for the past seven years with annual growth of at least 30% in the past four years! Our employees are the most valuable assets. Are you ready to be appreciated?

Criterion Systems, Inc., based out of Vienna, VA is seeking Training Specialists to support a contract in Patuxent River, MD, New Orleans, LA and North Island, CA.Background: The Naval Air Warfare Center Aircraft Division (NAWCAD) 7.2 has a requirement to provide a Navy-wide Enterprise Service Desk as a single point of entry for all Navy IT support 24x7x365, which will align with the Joint Information Environment (JIE) initiative. The Service Desk Environment is comprised of a series of interconnected IT systems whose purpose is the integration of information, applications and processes throughout the Navy's global operations footprint, as well as, across Department of Defense (DOD) organizational boundaries.

Job Duties/Responsibilities:

Training Specialists shall be responsible for coordinating and managing day-to-day service delivery of their respective area. This includes all operational environments, organizational relationships, and service delivery activities, in cooperation and coordination with Government personnel, other IT service providers, and all third-party providers associated with delivering or supporting the Government IT environment. The Training Specialists shall be responsible for quantifying service disruptions and facilitating after action problem management and service delivery issues. They shall report to the Project Managers as well as the government leadership as required.

  • Focus on training programs for agents, integration of new services, and the overall customer experience.

  • Investigation/mitigation of customer complaints, analysis of areas for improvement, coaching and counseling agents to provide the best customer experience.

  • Partner with the Government Service Desk Managers and present holistic analyses and situational awareness of developing trends.

  • Provide the Government with advice and recommendations needed to select appropriate solutions or courses of action.

  • Track and report on training accomplishments/requirements of NESD personnel.

  • Develop on-boarding and assimilation training/processes.

Minimum Qualifications:

  • ITIL Foundations or HDI Support Center Manager Certification must obtained within 6 months of hire

  • U.S. Citizenship

  • Active Secret Clearance

*This position is contingent upon successful contract award. *

Criterion Systems is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity/Affirmative Action-Employer, making decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability, or any other protected class.