Requisition No: 851468
Agency: Agency for Persons with Disabilities
Working Title: OPS TRAINING SUPPORT SPECIALIST -
Pay Plan: Temp
Position Number:
Salary: $22.00 - $25.00 Hourly
Posting Closing Date: 04/25/2025
Total Compensation Estimator Tool AGENCY FOR PERSONS WITH DISABILITIES POSITION: GOVERNMENT OPERATIONS CONSULTANT III - Other Personal Services (OPS) WORKING TITLE: TRAINING SUPPORT SPECIALIST POSITION NUMBER: OPEN COMPETITIVE OPPORTUNITY This posting may close before the posted closing date. CANDIDATE POOL: Future vacancies may be filled from this advertisement for a period of up to six months. This position is not a Telework position and is required to report to the APD office in the area it serves. The Benefits of Working for the State of Florida Working for the State of Florida is more than a paycheck. The State's total compensation package for eligible employees features a highly competitive set of employee benefits, including:
- State Group Insurance coverage options, including health, life, dental, vision, and other supplemental insurance options.
- Retirement plan options, (For more information, please click ).
- And more. For a more complete list of benefits, visit .
The Agency seeks team members who demonstrate the qualities of being humble, hungry, and smart and lead others to embody the same. This entails lacking excessive ego, sharing credit, being self-motivated, and exercising good judgment and intuition regarding the subtleties of group dynamics.
This position with APD will serve staff and management across the Agency. Your work will impact the workplace culture, our community, and the population we serve as we continuously strive to achieve the Agency's mission.
Responses to the qualifying questions are required and must be verifiable based on your submitted application, and "see resume" will not be considered an acceptable response. SALARY RANGE $22.00 - $25.00 Hourly
Position Summary This position is a professional role within the APD State Office, part of the Quality and Accountability Division's Bureau of Quality and Program Effectiveness, in the Provider Training Unit.
Reporting to the Provider Training Program Administrator, the role includes managing the LMS support inbox, responding to inquiries and technical support requests from APD providers and staff, providing technical assistance, and resolving issues related to user accounts, course access, and other Learning Management System (LMS) functionalities. Consistent attendance is essential to ensure timely responses to support requests
The Work You Will Do Serve as the lead for responding to support requests and providing technical assistance to TRAIN Florida learning management system (LMS) users: Monitor and respond to inquiries received in the LMS support inbox promptly and professionally.
Prioritize and categorize incoming requests based on urgency and complexity. Identify complex issues that require further investigation and escalate them to appropriate team members or departments.
Offer first-line support for users experiencing technical issues with LMS functionality, including login problems, course access, or completion difficulties.
Assist users with password resets, account creation, and user profile updates as needed.
Assist users with managing their learner accounts, including resolving duplicate accounts and ensuring users have the correct permissions and course enrollments.
Track escalated issues to ensure timely resolution and communication back to the user.
Track and document the resolution of support requests and the technical assistance provided: Maintain an accurate count and up-to-date records of all technical support interactions, categorized by established criteria. Track technical support activities and create reports with data visualization, including graphs, to support trend analysis.
Assist with maintaining accurate and reliable provider training records: Guide providers in the process of accessing, reviewing, and updating their staff rosters in TRAIN Florida to ensure data accuracy.
Assist providers in accessing accurate course completion reports for their staff upon request.
Assist with reviewing and updating TRAIN Florida user records to ensure completeness and accuracy, as well as to eliminate duplicate account information.
Assist the provider training unit with efforts to continuously improve customer service: Identify recurring issues and suggest improvements to enhance the user experience and reduce common support requests.
Work closely with other team members to implement solutions for common account issues.
Contribute to the development of FAQs, user guides, and other support resources to aid users in resolving common issues independently. Participate in regular team meetings to discuss system updates, new features, and support trends.
Assist in other related operations activities, special projects, and perform other duties as assigned.
Minimum Qualifications High school diploma or its equivalent, with two years of relevant experience, or an associate's degree in a field such as Information Technology, Business Administration, Education, or a related area.
Experience with Microsoft Office Suite.
Preferred experience: Bachelor's degree in a relevant field such as Instructional Technology, Learning and Development, Information Systems, or a related discipline.
Experience providing customer support, IT support, or experiencing providing learning management system (LMS) support.
Knowledge, Skills, And Abilities Knowledge of:
- LMS platforms and their functionalities.
Ability to:
- Think critically, solve problems, and make decisions.
- Work independently and prioritize tasks effectively.
- Communicate effectively in writing and verbally.
- Manage data and reporting processes.
- Maintain accuracy and attention to detail in maintaining records.
Demonstrate Skills in:
- Customer support, IT support, or a related field.
- Strong organizational and time management skills.
- Proficiency in the Microsoft Office Suite, such as, Word, Excel, and Outlook.
Additional Information Profile Completion To qualify for this position, applicants must complete all fields in the Candidate Profile, including their work history with the month and year.
Resumes and other documentation can be attached to provide additional information but will not replace the required completed Candidate Profile.
Retiree Notice If you are a retiree of the Florida Retirement System (FRS), please check with the FRS on how your current benefits will be affected if you are re-employed with the State of Florida. Your current retirement benefits may be suspended or voided, and you will be required to repay all benefits received depending upon your retirement date.
Direct Deposit Program As a condition of employment, a person appointed to a position in the State Personnel System is required to participate in the Direct Deposit Program. Rather than receiving a paper paycheck, your funds will be deposited directly into your account at your financial institution. This will be accomplished by Electronic Funds Transfer. Banks, savings and loan associations, and credit unions are eligible to accept such deposits. Retirement funds are also required to be in the Direct Deposit Program.
Background Screening Requirement It is the policy of the Florida Agency for Persons with Disabilities that applicants for employment undergo Level 2 employment screening in accordance with the requirements of Chapter 435, Florida Statutes, as a condition of employment or being permitted to serve as a volunteer.
No applicant for a designated position will be employed or permitted to volunteer until the Level 2 screening results are received, reviewed, and approved by the Agency.
Level 2 background screening shall include, but not be limited to, fingerprinting for Statewide criminal and juvenile records checks through the Florida Department of Law Enforcement and Federal criminal records checks through the Federal Bureau of Investigation and may include local criminal records checks through local law enforcement agencies.
Pursuant to S. 110.1127(1), Florida Statutes, this position requires a background investigation, including fingerprinting.
APD only hires U.S. citizens and those lawfully authorized to work in the U.S. APD participates in the U.S. government's employment eligibility verification program (E-Verify), which electronically confirms an employee's eligibility to work in the U.S. after completing the employment eligibility verification form (I-9).
All applicants should complete the online application process. If you need assistance applying for this position, please call the People First service center at 1-.
Responses to the qualifying questions are required to be considered for this position. Answers to the qualifying questions must be verifiable based on your submitted application.
The State of Florida is an Equal Opportunity Employer/Affirmative Action Employer . click apply for full job details