LMS & Helpdesk Support Specialist (Annapolis, Maryland)
TRACE is a dynamic and growing international business association based in Annapolis, Maryland that provides multinational companies with anti-bribery resources and tools in support of their compliance efforts.
TRACE is seeking an LMS (Learning Management System) & Helpdesk Support Specialist that is tech-savvy and customer-service oriented to support the TRACE Compliance Training team. This is a very team-oriented position. The LMS & Training Support Specialist will provide technical and customer service support to TRACE members, supporting the team on a day-to-day basis. Possessing excellent communication, project, time management and technical skills, the ideal candidate for this role is a quick learner who has prior experience working with an LMS, is proficient in the entire Microsoft Office suite (particularly Excel), and can adhere to strict timelines.
The LMS & Helpdesk Training Support Specialist will be able to manage several projects simultaneously with an excellent attention to detail. The LMS & Helpdesk Training Support Specialist will also be a self-starter, who enjoys "owning" tasks and assignments, welcomes a changing pace, can perform well within a group environment while also maintaining focus on individual projects. The LMS & Helpdesk Training Support Specialist will also subscribe to TRACE's commitment to excellence and the highest standards of service. Foreign language proficiency a plus but not required (preferably Spanish, Italian and/or French).
RESPONSIBILITIES
- Support the delivery of online training to TRACE members including the provisioning of technical end-user support and troubleshooting assistance for TRACE online training courses and the LMS, inclusive of both Administrator and users, including but not limited to overseeing the following tasks:
- Oversee the TRACE training technical support inbox on a daily basis, including but not limited to responding to TRACE member Administrator and User technical support issues pertaining to user training reports; certificates; user/administrator account setup and password assistance; course access questions
- Leading technical Administrator overview/training sessions for Administrators and users and handling any follow up requests (enrolling users, running reports, etc.)
- Create, email, and update email notifications and course certifications
- Maintain and update the TRACE LMS and member portals
- Establish new member training sites on the LMS
- Support the TRACEgifts Product Manager with implementing the gifts and entertainment registry tool and settings, including creating and updating user accounts, and leading TRACEgifts overview calls
- Raise more advanced technical issues regarding courses and the TRACE LMS with the Senior Manager and Senior Director, Compliance Training and follow up on resolution
- Assist with testing and launch of courses
- Update and maintain member accounts and data to reflect project status
- Prepare reports for all levels of management, as requested
- Work in collaboration and partnership with other team members and internal departments
- Update and maintain member accounts and data to reflect project status
- Preparing reports for all levels of management, as requested
- Additional job-related projects as assigned by management
QUALIFICATIONS
- Bachelor's degree in Cybersecurity, Computer Science, International Studies, Languages, or a related field, or equivalent training and comparable work experience
- 0-1 year of related LMS experience
- Excellent customer service skills and attention to detail
- Ability to multi-task and work on multiple projects simultaneously
- Positive attitude and team-oriented
- Strong communication skills, both verbal and written
- Solution-oriented, problem solver
- Strong, decision-making and interpersonal skills
- Proficiency in MS Office (Word, Excel, PowerPoint, Outlook)
- Aptitude to work independently as well as part of a team and function in changing environment
PREFERRED CANDIDATES
- Any knowledge of current international data privacy, global trade/bribery regulations
- Linguistics background (Spanish, French, or Italian) is desirable
This position has the flexibility to be on-site, remote or hybrid.
TRACE is an equal opportunity employer and does not discriminate in employment opportunities or practices on the basis of any characteristic protected by applicable federal, state and local laws and ordinances.