CTEC

Provides first-level technical support for Social Security Administration training system users. Handles user inquiries, troubleshoots basic technical issues, documents support requests, and escalates complex problems while maintaining excellent customer service and adherence to federal support protocols.

CTEC is seeking a Senior Benefits Counselor/Subject Matter Expert to provide expert knowledge and guidance on Social Security benefits programs including SSDI, SSI, Medicare, and related federal benefits. This role serves as the authoritative source for benefits policy interpretation, eligibility requirements, and procedural guidance, while also reviewing training content for accuracy.

Manages and maintains databases supporting Social Security Administration learning management systems and training platforms. Ensures data integrity, security, and optimal performance of training-related databases while implementing backup and recovery procedures. Supports data analytics and reporting requirements for training program evaluation and compliance.

Monitors the performance, availability, and health of Social Security Administration training systems and infrastructure. Tracks system metrics, responds to alerts, and ensures optimal system performance while maintaining compliance with federal monitoring requirements and service level agreements. Must be able to Obtain Public Trust Clearance.

Creates visual design elements for Social Security Administration learning materials including infographics, illustrations, diagrams, and user interface designs. Develops consistent visual branding across training platforms while ensuring all graphics meet federal accessibility standards and enhance comprehension of complex benefits information.

Leads the design and development of comprehensive learning solutions for complex Social Security policies and procedures. Conducts needs assessments, creates instructional strategies, and develops curriculum that meets federal training standards. Collaborates with subject matter experts to ensure accuracy and effectiveness of learning materials and delivery methods.