Responsibilities

• Develop and deliver role-based technical training, troubleshooting instruction, and quick-reference resources that enhance field technology staff capabilities and promote consistent support practices.
• Assess field technician training needs and implement targeted learning strategies that improve adoption of standardized processes, tools, workflows, and support procedures.
• Develop a comprehensive Field Technology Training Curriculum covering ITSM workflows, diagnostic tools, troubleshooting methodologies, and standardized support procedures.
• Create job aids, quick-reference guides, cheat sheets, desktop guides, and micro-learning resources that support on-the-job performance.
• Conduct training needs assessments using surveys, interviews, observations, and performance data to identify capability gaps and opportunities for improvement.
• Partner with field technicians and regional stakeholders to identify training requirements and develop solutions aligned with operational needs.
• Design and deliver scenario-based troubleshooting training that strengthens diagnostic, critical-thinking, and problem-solving skills through realistic field scenarios.
• Deliver training on ITSM platforms, optimized workflows, ticket management practices, remote diagnostic tools, and standardized support processes.
• Develop engaging training materials, including presentation decks, participant guides, job aids, instructional videos, and interactive learning content.
• Establish training metrics and evaluation methods to measure learning effectiveness and its impact on field operations and overall performance.
• Contribute to the Monthly Field Operations Improvement Summary by providing training-related metrics, trends, and recommendations.
• Collaborate with ITSM and documentation specialists to ensure training materials align with workflow optimization initiatives and standardized procedures.
• Develop knowledge-transfer strategies, including train-the-trainer programs, communities of practice, and peer-learning networks, to promote long-term knowledge retention and organizational capability.

Qualifications

Work Location: This position is primarily remote; however, regular onsite support in Washington, D.C., may be required based on customer needs.

Candidates located within reasonable driving distance of the D.C. area are strongly encouraged to apply.

Required Qualifications

• Master’s degree with 7+ years of experience in training development and delivery, instructional design, technical training, or a related field. Equivalent experience will be considered:
  • No degree + 16 years of relevant experience
  • Associate’s degree + 12 years of relevant experience
  • Bachelor’s degree + 10 years of relevant experience
• Ability to obtain a Public Trust clearance.
• Demonstrated experience developing and delivering technical training for IT support personnel, field technicians, or similar technical audiences.
• Strong instructional design expertise and the ability to create engaging, effective, and learner-centered training experiences.
• Experience conducting training needs assessments and developing targeted learning strategies based on identified capability gaps.
• Strong understanding of troubleshooting methodologies, IT Service Management (ITSM) processes, and IT service delivery.
• Demonstrated ability to develop high-quality training materials, including presentations, participant guides, job aids, quick-reference resources, and other learning content.
• Experience developing training evaluation strategies and measuring learning outcomes and training effectiveness.

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Pay Range:

There are a host of factors that can influence final salary including, but not limited to, geographic location, Federal Government contract labor categories and contract wage rates, relevant prior work experience, specific skills and competencies, education, and certifications. Our employees value the flexibility at CACI that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At CACI, you will receive comprehensive benefits such as; healthcare, wellness, financial, retirement, family support, continuing education, and time off benefits.

The proposed salary range for this position is: