• Technical Training Specialist - Helpdesk…

    HTC Global Services Inc (Troy, MI)


    Helpdesk Trainer (Technical & Customer Service)

     

    Hybrid – Remote with 2 onsite days per week Troy, MI

    About the Role

    We’re looking for an energetic, tech-savvy Helpdesk Trainer to coach and develop new hires in technical support and customer service excellence. In this role, you’ll design and deliver engaging, hands-on training to prepare employees for success on our Service Desk. Training is primarily remote with occasional in-person sessions for team development and onboarding.

     

    What You’ll Do

     

    + Conduct engaging new-hire and refresher training sessions (virtual and in-person).

    + Develop and update training materials, manuals, and quick-reference guides for helpdesk workflows.

    + Teach customer service, troubleshooting, ticket handling, and basic IT support procedures.

    + Partner with Service Desk leaders to identify skill gaps and deliver targeted upskilling.

    + Evaluate trainee performance through role-plays, simulations, and knowledge checks.

    + Train staff on new systems, tools, and security policies.

    + Maintain a culture of continuous learning and knowledge sharing.

     

    What You Bring

     

    + Experience in a Helpdesk, IT Support, or Call Center environment.

    + Background in training, coaching, or onboarding new employees.

    + Strong communication and presentation skills; able to explain technical concepts clearly.

    + Familiarity with ServiceNow, Jira Service Desk, Zendesk, or similar tools preferred.

    + Organized, adaptable, and comfortable facilitating both virtually and in-person.

    + Able to come onsite up to two days per week if within 50 miles of Sheffield office.

    Who You’ll Train

    + “You’ll work with new hires entering technical and customer support roles, many of whom are early in their IT career. Your goal is to build their confidence and skills to handle real-world customer issues.”

     

    #LI-SL1 #LI-Onsite

     

    What Makes HTC A Great Place To Build Your Future

     

    HTC Global Services wants you to join our team. Come build new things with us and advance your career. At HTC Global, you’ll collaborate with experts, work alongside clients, and be part of high-performing teams driving success together. You’ll have long-term opportunities to grow your career and develop skills in the latest emerging technologies.

     

    At HTC Global Services, our employees have access to a comprehensive benefits package. Benefits can include Group Health (Medical, Dental, and Vision), Paid Time Off, Paid Holidays, 401(k) matching, Group Life and Disability insurance, Professional Development opportunities, Wellness programs, and a variety of other perks.

     

    Our success as a company is built on inclusion and diversity. HTC Global Services is committed to providing a workplace free from discrimination and harassment, where every employee is treated with dignity and respect. We celebrate differences and believe that diverse cultures, perspectives, and skills drive innovation and success. HTC is an Equal Opportunity Employer and a proud National Minority Supplier. We seek to empower each individual, fostering an environment where everyone feels valued, included, and respected.