Job Description - IT Support Simulator Scenario Developer

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Overview

Total Seminars is seeking an IT Simulator Scenario Developer to design, script, and implement interactive IT Support training scenarios for our IT Support Simulator, a web-based helpdesk simulator integrating CloudLabs.ai virtual labs with AI personas anchored to virtual lab data.

This role bridges real-world IT troubleshooting expertise with instructional design and cloud-based virtual lab development. You’ll translate authentic support issues into immersive, AI-driven lab scenarios that train and assess technicians in unified IT support scenarios.

View a 10-minute demo of the IT Support Simulator in action for the scenario: Windows-Account-Locked-Too-Many-Failed-Password-Attempts here:

Key Responsibilities

1. Scenario Design & Storyboarding

· Design realistic IT Support scenarios that mirror authentic service desk tickets (hardware, software, networking, Active Directory, printing, permissions, etc.).

· Write clear problem descriptions, root-cause definitions, and end-user personas.

· Develop scenario narratives that incorporate both technical and customer service learning objectives.

· Map each scenario to validation criteria (automated checks and performance scoring rubrics).

2. Lab Environment Configuration

· Create and maintain CloudLabs lab profiles representing the scenario’s virtual machines (Technician VM, Client VM, and optional Server/AD VM).

· Configure startup scripts (PowerShell/Bash) to initialize each “broken state” or issue.

· Test and verify that lab environments provision reliably and reproduce intended conditions.

· Collaborate with backend developers to integrate lab profiles, validation scripts, and persona data.

3. Validation Script Development

· Author automated validation scripts (PowerShell, Bash) to verify technical resolution in each scenario.

· Ensure validation checks align with scoring logic and produce reliable success/fail results.

· Work with QA to maintain a library of reusable validation components.

4. Collaboration & Quality Assurance

· Collaborate with instructional designers, AI engineers, and cloud engineers to ensure scenario consistency.

· Participate in iterative testing of labs and AI-driven conversation performance.

· Maintain scenario documentation (root cause, expected fix steps, validation logic, test notes).

Required Qualifications

· 3+ years of hands-on IT Support or Helpdesk experience, including troubleshooting Windows, networking, and user environment issues.

· Proven experience creating cloud-based virtual labs using CloudLabs, Azure Lab Services, AWS, or similar environments.

· Proficiency in PowerShell, Bash, or CMD scripting for environment setup and validation.

· Strong understanding of IT fundamentals (Active Directory, Group Policy, DNS, printers, permissions, etc.).

· Ability to document and communicate technical processes clearly.

Preferred Qualifications

· Experience with LTI-integrated learning platforms (Canvas, Blackboard, etc.).

· Familiarity with AI-based training or simulation environments.

· Background in technical instruction, training, or lab authoring.

· Working knowledge of REST APIs for lab automation or data integration.

Job Type: Temp-to-hire

Pay: $15.00 - $30.00 per hour

Expected hours: 20 – 40 per week

Work Location: Remote

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