TechDoQuest · 14 hours ago
Training Specialist
Phoenix, AZ
Contract
Onsite
New Grad, Entry LevelTechDoQuest is seeking a Training Specialist to facilitate a comprehensive training program in IT support and cloud technologies. The role involves teaching hands-on skills in troubleshooting, user management, and ticket resolution, while also focusing on professional development and communication skills for aspiring Service Desk analysts.
Cloud ComputingConsultingInformation TechnologyOutsourcingProfessional ServicesSoftware
Hiring Manager
Dharmita Kaithwas
Responsibilities
Startup & profile errors
Excel, Word, PowerPoint, Outlook, Teams, OneDrive
Printers & peripherals
Excel (functions, charts, PivotTables)
Word (templates, documents)
PowerPoint presentations
Outlook profile repair
OneDrive sync fixes
Printer reset & driver troubleshooting
Communication and professionalism
Call flow & ticket ownership
Online Assessment: Windows & M365
1–1 Practical: Desktop support simulation
Windows OS & Server overview, desktop setup, user acct mgmt
Active Directory users & groups, Registry, BIOS
DNS, DHCP, TCP/IP basics
User creation & password resets
Domain join
IP/DNS troubleshooting
Preparing for interviews
Professional communication
Online Assessment: OS & Networking
1–1 Practical: Live troubleshooting
WiFi & LAN troubleshooting
VPN access
MFA failures & lockouts
Password workflows
VPN recovery
MFA resets
Network diagnostics
It’s All About You (Personal Branding & Confidence)
De-escalation
Online Assessment: Network, VPN & MFA
1–1 Practical: Secure access recovery
Incident, Escalation, Request & Change
SLAs & prioritization
Documentation standards
Deploy basic VMs
Attach storage
Test VPN access
Resolve cloud login issues
Entrepreneurship & Being a Self-Starter
Time management
Online Assessment: ITIL Fundamentals
1–1 Practical: Incident lifecycle
ServiceNow navigation
Templates & ticket hygiene
Knowledge Base usage
Ticket creation
Resolution workflow
KB usage
Time management and interview practice
Written communication
Online Assessment: ServiceNow Core
1–1 Practical: Ticket ownership
Routing rules
Prioritization models
RCA basics
Escalation simulations
Root cause tagging
Decision making
Online Assessment: Advanced ServiceNow
1–1 Practical: Escalated case handling
Windows access
Outlook issues
VPN & MFA
Printers
20 real-world troubleshooting scenarios
Entrepreneurship
Empathy
Online Assessment: Troubleshooting
1–1 Practical: Multiple ticket resolution
Mobile setup
MDM policies
Citrix & Horizon troubleshooting
MDM enrollment
VDI login & session fixes
Adaptability
Remote user support
Online Assessment: Mobility & VDI
1–1 Practical: Mobile + VDI case
SharePoint access & permissions
Confluence troubleshooting
Teams calling
Phishing awareness
Access labs
Security simulations
Professional presence
Ownership & career readiness
Compliance communication
Online Assessment: Collaboration & Security
1–1 Practical: Access & security case
What is AWS? (High-level overview of cloud & shared responsibility model)
EC2 basics: starting/stopping instances (awareness only)
S3 basics: storage tiers, common access issues
IAM fundamentals (non-admin): login, MFA, password resets
Cloud connectivity basics (when users fail to access cloud apps)
Guided practice: identifying EC2/S3 resources in the console
Simulated IAM login/MFA failure scenarios
Troubleshooting common cloud access errors (SSO failure, expired credentials, region mismatch)
Explaining cloud concepts to end users in simple language
Online Assessment: AWS Foundations
1–1 Practical: Resolve a cloud access issue
What is Azure? (Key services + shared responsibility)
Azure AD / Entra ID basics
VM overview (start/stop/status awareness)
Blob storage basics
Common causes of Azure login failures
MFA and conditional access impacts on tickets
Azure portal navigation walkthrough
Fixing Azure AD user issues (lockouts, expired credentials, MFA resets)
Troubleshooting cloud app sign-in issues
Communicating cloud security expectations to end users
Online Assessment: Azure Foundations
1–1 Practical: Azure access troubleshooting scenario
Call & chat etiquette
De-escalation techniques
Customer satisfaction standards
Communicating cloud concepts to end users (AWS/Azure access issues)
Mock calls
Live chat simulations
End-to-end ticket Capstone:
Windows/M365 troubleshooting
Network/VPN/MFA incident
ServiceNow full ticket lifecycle
Cloud access scenario (AWS or Azure login issue, MFA failure, or cloud app access error)
Collaboration and working in a team setting
Final Online Cumulative Exam
1–1 Practical: Live capstone evaluation including cloud access resolution scenario
Qualification
Required
Knowledge of Windows OS & Server overview, desktop setup, user account management
Understanding of Active Directory users & groups, Registry, BIOS
Familiarity with DNS, DHCP, TCP/IP basics
Experience with troubleshooting Windows & M365 issues
Ability to manage users, passwords, and basic network connectivity using Active Directory
Experience resolving VPN and MFA access issues
Knowledge of ITIL-based incident, escalation, request, and change management processes
Experience creating, managing, and resolving tickets in ServiceNow ITSM
Strong communication and professionalism skills
Ability to demonstrate time management and ticket ownership
Experience with troubleshooting real-world scenarios
Understanding of mobile setup and MDM policies
Knowledge of collaboration tools and endpoint security
Familiarity with AWS and Azure fundamentals
Ability to communicate cloud concepts to end users
Experience with call & chat etiquette and de-escalation techniques
Preferred
Experience with printers and peripherals troubleshooting
Experience with ServiceNow navigation and ticket hygiene
Understanding of security simulations and phishing awareness
Experience with cloud connectivity basics
Company
TechDoQuest
Techdoquest is a software company that specializes in IT consulting & services, cloud migration, IT Staffing, outsourcing, and telecom.
Founded in 2018
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase