Service Desk Communication & Training Specialist

Service Desk Communications & Training Specialist

Provides centralized ownership for Information Technology and Business Owners through Service Desk support, and engagement. This role ensures consistent, accurate messaging, support escalations and process resolutions across the district.
Key Responsibilities

Draft and coordinate districtwide communications related to system changes, outages, service updates, and support expectations.
Maintain a centralized repository of all Service Desk communications, aligned by system and sponsoring department.
Collaborating with Readiness and Knowledge leads to ensuring communications accurately reflect support capabilities.
Develop and deliver onboarding training for new desk service staff.
Create and maintain training materials, job aids, and procedural documentation.
Coordinate refresher training and updates as systems or processes change.
Support engagement initiatives that improve awareness of Service Desk services and self-service options.
Ensure communications are timely, clear, and aligned with district leadership expectations.
Receives and Supports Incoming Service Calls
Skills & Qualifications

Strong written and verbal communication skills
Experience in training, documentation, or organizational communications
Ability to translate technical information into user-friendly language
Familiarity with K-12 or public-sector communication practices preferred
Education & Experience

Minimum of 3–5 years of experience in technical training, service desk operations, organizational communications, or user support environments.
Experience developing and delivering staff training programs, onboarding materials, or technical documentation required.
Experience supporting enterprise technology rollouts, operational communications, or customer engagement initiatives preferred.
Experience working within K–12 education, government, or large public-sector organizations is highly desirable.
Technical Requirements

Working knowledge of IT Service Management (ITSM) principles and Service Desk operations.
Experience creating training content, user guides, job aids, FAQs, and procedural documentation.
Familiarity with ticketing systems and knowledge management platforms such as ServiceNow, IIQ, Jira Service Management, or equivalent.
Proficiency with Microsoft Office Suite, Microsoft Teams, SharePoint, and presentation platforms.
Experience using communication and collaboration tools for districtwide messaging and staff engagement initiatives.
Ability to collaborate effectively with technical teams, district leadership, and operational departments.
Operational Expectations

Responsible for ensuring all Service Desk communications are timely, accurate, and aligned with district standards and leadership expectations.
Expected to maintain centralized records of communications, training resources, and procedural documentation.
Ability to coordinate communications during high-impact outages, service disruptions, or major system changes.
Must proactively identify training gaps and recommend ongoing learning opportunities for Service Desk staff.
May be required to support after-hours communications or emergency operational updates during critical incidents.
Location Requirements
Candidate must be local or willing to commute or relocate. - Candidate Must Be Local
Additional Location Details (City, State) : - Atlanta, GA
Background Verification
Upon candidate selection: - APS will place notification on the proposal providing detailed instructions for additional live scan fingerprinting and next steps.
Agency Certification(s)
Please read and understand the following statement carefully: - I understand that a person who enters into an agreement in restraint of trade or in restraint of free and open competition in any transaction with the state may, upon conviction thereof, be punished by imprisonment for not less than one nor more than five years pursuant to OCGA 16-10-22. I further agree that when there is a prior agreement or understanding between a vendor and a state agency or state employee regarding the acceptance of any offer, such conduct is collusive, fraudulent and in restraint of trade and in restraint of free and open competition on the part of both the vendor and the state agency or state employee.