6 days old

PRODUCT SUPPORT SPECIALIST - Instructional Designer

Austin, TX 78721
JobTitle: PRODUCT SUPPORT SPECIALIST - Instructional Designer
Job ID: 362734_en-us
Salary Range: 0.0- 0.0
Job Category: Technology
Employment type: Full Time

Position Description:
POSITION PURPOSE

The Product Support Specialist - Instructional Designer designs and develops training content, courses, job aids, and reference manuals to meet the developmental objectives of the various audiences within the Support Center and Field Captain organization. The Instructional Designer must provide the leadership skills necessary to control the execution of the various learning content initiatives. 
MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES
25% - Support & Enablement:
Receives incident from escalation of L1 or receives incident from application and infrastructure teams directly; troubleshoots technical issues via phone, tickets and remote support (desk-side as needed) in a courteous manner both synchronously and asynchronously; escalates unresolved issues to L3 or engages service vendor
Actively listens to and builds rapport with end users to elicit problem details, applying conflict resolution skills as needed

40% - Delivery & Execution:
Has administrative rights; can make change to systems hardware and software
Partners with engineering team to resolve any SCCM Software Center issues
Maintains, upgrades and supports existing systems to ensure operational stability
Applies diagnostic utilities to as needed to complete troubleshooting activities
Identifies new and existing requirements and installs necessary hardware and equipment infrastructure to meet these requirements
Accesses software updates, drivers, and knowledge bases as needed to achieve problem resolution
Tests fixes prior to closing tickets to ensure problems have been adequately resolved
Obtains and maintains license keys and associated software assets
Maintains the PCLS software server which contains manual installation packages
Negotiates with vendors to ensure that all system requirements are met in a timely and efficient manner; maintains and nurtures relationships with software vendors
Interacts and builds relationships with site leadership where applicable

10% - Administration & Operations:
Documents all pertinent end user identification information including nature of problem
Records, tracks, and documents the problem-solving process for each ticket
25% - Learning:
Actively engages in and supports formal and informal training sessions to share new skills and knowledge including, but not limited to, usage of system to obtain license keys and updates on additions and changes to the PCLS software server
If new issue or known issue with incomplete resolution in the Knowledge Base, updates Knowledge Base system for L1s upon resolution
NATURE AND SCOPE
Typically reports to the Product Support Supervisor, Product Support Manager or Sr. Manager.
ENVIRONMENTAL JOB REQUIREMENTS
Environment:
Located in a comfortable indoor area. Any unpleasant condition
Travel:
Typically requires overnight travel less than 10% of the time.
Additional Environmental Job Requirements:

Categories

Posted: 2020-10-16 Expires: 2020-11-15

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PRODUCT SUPPORT SPECIALIST - Instructional Designer

Home Depot, Inc.
Austin, TX 78721

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