Information Technology Trainer

Summary

Job Category:
Service and Support
Job Title:
Information Technology Trainer
Job Category Definition:
This specialty covers planning and delivery of customer support services including installation, troubleshooting, user assistance, and training. Functions may include diagnosing and resolving problems in response to customer reported incidents, planning and analysis of work processes, researching and reporting trends and patterns of problems, developing training materials and performing computing/information system training sessions, developing and maintaining problem tracking databases, installing, troubleshooting, and maintaining hardware and software, performing backup and recovery operations, consulting with users to identify needs and requirements, conducting feasibility studies and trade-off analyses, preparing business cases, and ensuring the rigorous application of information security/information assurance policies, principles, and practices.
Job Title Definition:
The Information Technology Trainer oversees education programs for personnel within the information systems function or for user personnel; includes contract fulfillment and service levels of an outsourced training function; assigns personnel to the various training tasks and directs their activities; reviews and evaluates work and prepare performance reports; consults with personnel in other information systems sections to coordinate activities; prepares activity and progress reports regarding the information systems training section; confers with peers on administrative policies and procedures, technical problems, priorities, and methods. Duties are performed at various levels within the defined title.
Working Conditions:
Specific physical requirements and effort are outlined in Job Responsibilities Worksheet (list of essential job duties and responsibilities specific to a particular job at the unit level) in accordance with the Americans with Disabilities Act of 1990 (ADA).
Other Requirements:
 

Levels

Level 1  

Level Details
Job Code Salary Band FLSA Status
ITSU0201 H Non-Exempt

Level 1 positions typically demonstrate baseline working knowledge of routine work applications; follow standard principles and systems and use appropriate terminology associated with a particular field of specialization; participate as a team member in a collaborative environment within a diverse workforce; actively contribute to completion of team goals and assigned tasks; clearly communicate information, ideas, or instructions verbally and in writing; follow recommended approach to assigned work to facilitate achievement of desired results; ensure safe practices and environmental consciousness are exhibited in decisions; typically work under direct and frequent supervision while performing routine duties using established procedures with detailed instructions.

Typical Education & Experience

0+ years related experience

Associate's Degree or higher

Or an equivalent combination of education and experience

Typical Work Duties
  • Organize and conduct established training and educational programs for information systems or user personnel
  • Convey knowledge of technical subject matter including programming languages, software packages, operating systems, and hardware
  • Communicate technical information to a nontechnical audience in a clear and concise manner
  • Explain specific tasks, techniques, and/or steps needed to perform activities; link practice to the “real life” duties of participants; provide corrective feedback
  • Coach participants during and after the training experience
  • Evaluate the progress of participants
  • Maintain records of training activities, employee progress and program effectiveness
  • Purchase instructional materials in technical disciplines
  • Contribute to technical documentation and FAQs in appropriate areas
  • Evaluate employee skills and knowledge in the context of employer’s needs
  • Provide consultative and technical assistance to students, faculty, and staff in the use of computer hardware and software
  • Respond to requests answering user questions; follow up as necessary

This profile is intended to indicate the kinds of tasks and levels of work difficulty that will be required of positions in this job title and should not be construed as declaring what the specific duties and responsibilities of any particular position shall be. It is not intended to limit or in any way modify the right of any supervisor to assign, direct, and control the work of employees under his/her supervision. The use of a particular expression or illustration describing duties should not be held to exclude other duties not mentioned that are of a similar kind or level of difficulty.

Level 2  

Level Details
Job Code Salary Band FLSA Status
ITSU0202 J Non-Exempt

Level 2 positions typically demonstrate intermediate knowledge of the concepts, practices and procedures of a particular field of specialization; perform intermediate tasks in defined skill areas/applications by continuously building on current job knowledge; maintain effective relationships with peers, vendors, and others in a diverse environment; support team decisions and follow through with team responsibilities; interpret information, ideas and instructions and communicate clearly and accurately both verbally and in writing including materials intended for distribution; determine causes of unusual occurrences and apply standard principles and practices to determine and implement solutions; ensure safe practices and environmental consciousness are exhibited in decisions; typically work under general supervision, while performing assignments that are varied and that may be somewhat difficult in character, but usually involve limited responsibility.

Typical Education & Experience

2+ years related experience

Associate's Degree or higher

Or an equivalent combination of education and experience

Typical Work Duties
  • Organize, prepare, and conduct moderately-complex training and educational programs for information systems or user personnel
  • Create or purchase instructional materials in technical disciplines, including programming languages
  • Evaluate employee skills and knowledge in context of employer’s needs
  • Develop and customize training for individual employees
  • Assist in the design and development of in-house programs
  • Assess training needs and requirements
  • Recommend outside training as required
  • Serve as liaison between technical staff and end users to resolve customer and/or user problems and concerns
  • Consult with and support user groups and/or committees at the work unit or department level
  • Assist in the development and support of a training web page
  • Interface with vendors at a work unit level
  • Participate in and provide information for the strategic planning process at the work unit or departmental level
  • Provide technical guidance to other staff as needed

This profile is intended to indicate the kinds of tasks and levels of work difficulty that will be required of positions in this job title and should not be construed as declaring what the specific duties and responsibilities of any particular position shall be. It is not intended to limit or in any way modify the right of any supervisor to assign, direct, and control the work of employees under his/her supervision. The use of a particular expression or illustration describing duties should not be held to exclude other duties not mentioned that are of a similar kind or level of difficulty.

Level 3  

Level Details
Job Code Salary Band FLSA Status
ITSU0203 K Exempt

Level 3 positions typically demonstrate proficient and comprehensive knowledge of defined skill areas/applications to integrate fundamental elements from other specialties into work assignments; apply knowledge of principles, practices, and procedures of a particular field of specialization to complete difficult assignments; promote a culture that is conducive to effective relationships among diverse team members; ensure safe practices and environmental consciousness are exhibited in decisions; may lead a project team involved in completion of difficult assignments, requiring proficient knowledge of field of specialization; interpret and communicate information, ideas and instructions clearly, accurately and persuasively both verbally and in writing including materials intended for distribution; incorporate new facts and ideas into group processes and apply creative thinking to develop new solutions; typically work with minimal supervision on difficult assignments, conferring with manager on unusual matters.

Typical Education & Experience

4+ years related experience

Bachelor's Degree or higher

Or an equivalent combination of education and experience

Typical Work Duties
  • Coach other trainers in active learning principles to be used in all training activities
  • Develop, organize, prepare and conduct moderately complex training and educational programs for information systems or user personnel
  • Create or purchase instructional materials in technical disciplines, including programming languages
  • Evaluate employee skills and knowledge in context of employer’s needs
  • Customize training for individual employees
  • Participate in the development of effective training processes and procedures
  • Conduct training needs assessment and provide recommendations to management
  • Provide support to user groups and/or committees at the departmental or college level
  • Consult with, provide input and offer solutions for technology needs with users at the work unit or department level
  • Negotiate with vendors at a work unit or departmental level
  • May participate in and provide information for the strategic planning process at the departmental or college level
  • Provide technical guidance to subordinates or users
  • Train and/or mentor new training specialists

This profile is intended to indicate the kinds of tasks and levels of work difficulty that will be required of positions in this job title and should not be construed as declaring what the specific duties and responsibilities of any particular position shall be. It is not intended to limit or in any way modify the right of any supervisor to assign, direct, and control the work of employees under his/her supervision. The use of a particular expression or illustration describing duties should not be held to exclude other duties not mentioned that are of a similar kind or level of difficulty.

Level 4  

Level Details
Job Code Salary Band FLSA Status
ITSU0204 L Exempt

Level 4 positions typically demonstrate advanced knowledge of principles, practices, and procedures of a particular field of specialization and complete complex assignments; integrate complex elements from other specialties into work assignments; demonstrate a strong commitment to inclusionary practices which support diversity throughout the University; establish a shared vision and take responsibility for the achievement of team goals, and provide direction for appropriate implementation of plans; present ideas, concepts and instructions in a clear manner, and use persuasion and negotiation to build consensus and cooperation; ensure safe practices and environmental consciousness are exhibited in decisions; develop new techniques, concepts, theories, programs or solutions and apply them to complex strategic operating issues; typically work independently on complex work assignments, review progress and evaluate results and update management as appropriate; may direct and delegate work to lower-level staff.

Typical Education & Experience

8+ years related experience

Bachelor's Degree or higher

Or an equivalent combination of education and experience

Typical Work Duties
  • Develop, organize, prepare and conduct moderately complex training and educational programs for information systems or user personnel
  • Review and evaluate training and educational programs and relevant training materials developed by other trainers
  • Develop and conduct “train the trainer” programs
  • Develop effective training processes and procedures
  • Develop training needs assessment tools and provide recommendations to management
  • Coordinate training and customer service delivery systems
  • Participate in the strategic planning process and provide input into strategic decisions for the department, unit or college
  • Develop and participate in support and/or training activities of user groups at the University level
  • Research emerging technologies
  • Negotiate with vendors at a multi-unit level
  • May be responsible for various administrative and budget tasks

This profile is intended to indicate the kinds of tasks and levels of work difficulty that will be required of positions in this job title and should not be construed as declaring what the specific duties and responsibilities of any particular position shall be. It is not intended to limit or in any way modify the right of any supervisor to assign, direct, and control the work of employees under his/her supervision. The use of a particular expression or illustration describing duties should not be held to exclude other duties not mentioned that are of a similar kind or level of difficulty.

Level 5  

Level Details
Job Code Salary Band FLSA Status
ITSU0205 M Exempt

Level 5 positions typically extend mastery of job knowledge to the principles, theories and practices of related specialties; expand knowledge of best practices and incorporate into all work assignments and procedures; evaluate and enhance current practices and efforts to ensure optimal support of diversity; oversee leadership of teams and projects that involve extensive cooperation and coordination between multiple departments across the University or with external customers; prepare written and/or verbal presentations or proposals on highly complex issues and deliver to a broad variety of audiences; identify and implement innovative solutions to important, highly complex strategic and/or operational issues which may involve unusual circumstances and incomplete or conflicting data; ensure safe practices and environmental consciousness are exhibited in decisions; work independently on highly complex or strategic assignments; may direct and supervise lower-level staff.

Typical Education & Experience

12+ years related experience

Bachelor's Degree or higher

Or an equivalent combination of education and experience

Typical Work Duties
  • Develop, organize, prepare and conduct complex training and educational programs for information systems or user personnel
  • Review and evaluate training and educational programs in the context of the instructional technology strategic plan of the college, administrative unit or University
  • Plan and develop training and customer service delivery systems
  • Analyze training issues and provide feedback to the college or administrative unit executive
  • Participate in the strategic planning process and provide input into strategic decisions for the college or administrative unit
  • Provide expert consultation to multiple departments, units, or colleges
  • May be responsible for various administrative and budget tasks

This profile is intended to indicate the kinds of tasks and levels of work difficulty that will be required of positions in this job title and should not be construed as declaring what the specific duties and responsibilities of any particular position shall be. It is not intended to limit or in any way modify the right of any supervisor to assign, direct, and control the work of employees under his/her supervision. The use of a particular expression or illustration describing duties should not be held to exclude other duties not mentioned that are of a similar kind or level of difficulty.