The International Food Protection Training Institute (IFPTI), located in Battle Creek, MI, is seeking a Help Desk Specialist

IFPTI is a model for private-public partnerships that address international and domestic public health needs and collaborates with industry, academia, governments, and other organizations. IFPTI builds competency-based training and certification systems throughout the world for public and private sector food safety professionals.

For more information, please visit www.ifpti.org.

Position Summary:

Reporting to the Director of Information Technology, the Help Desk Specialist is responsible for managing all aspects IT and the Learning Management System. This position provides support to make sure all systems are functioning properly, and accessible to customers, instructors, and students. Provides service support to system users, answers questions, and sets access and permission levels. The Help Desk Specialist also strategies best practices for an efficient and effective operation by providing excellent customer and end user support.

Duties/Responsibilities:

HelpDesk

• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Respond to queries either in person or over the phone.
• Write training manuals.
• Train computer users.
• Maintain daily performance of computer systems.
• Respond to email messages for customers seeking help.
• Ask questions to determine nature of problem.
• Walk customer through problem-solving process.
• Install, modify, and repair computer hardware and software.
• Clean up computers.
• Run diagnostic programs to resolve problems.
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
• Install computer peripherals for users.
• Follow up with customers to ensure issue has been resolved.
• Gain feedback from customers about computer usage.
• Run reports to determine malfunctions that continue to occur.

Learning Management System

• Manages the LMS system. Ensures that the system is functional, up to date, and contains accurate information.
• Manages system data and creates customized reports.
• Interfaces with client customers to determine course requirements.
• Sets up new courses by creating events in the LMS system.
• Sets system access and permission levels for both students and customers.
• Works with customers to identify payment terms and conditions. Sets up the system to support the payment terms.
• Trains other users and administrators.
• Provides customer service to clients with system support questions and concerns.
• Serves as IFPTI’s learning management system (LMS) end user system administrator.
• Keeps abreast of developments in LMS and eLearning systems and makes recommendations regarding the incorporation of appropriate technologies for use in IFPTI courses.
• Provides leadership and guidance for all direct reports and IPPTI team members.
• Ability to effectively lead and further a collaborative mission-focused culture.
• Other duties assigned as the position evolves over time.

• Associates degree in computers, data entry, information systems, or related field strongly preferred. Previous experience working with learning management systems (LMS) preferred.
• Excellent typing and data entry skills required.
• Strong computer skills, particularly with IT systems, LMS, data management systems (DMS), API integrations, Customer Relationship Management (CRM) and information management strongly preferred.
• Excellent communication, customer service, and organizational skills.
• Previous experience in a help desk and/or customer service role is preferred.
• Strong teamwork and collaboration orientation.

If you feel this position may be a good fit for your skills, interests, and experience, please click below and submit your resume and a cover letter including your salary history and expectations. Please complete all fields in the application as partial submissions will delay the process.

Equal Opportunity Employer - M/F/D/V.