Technology Support Analyst - End User Training

SWCA Environmental Consultants seeks a Technology Support Analyst - End User Training to support our growing Technology Team. This role is responsible for improving employee technology adoption, onboarding readiness, digital skills development, and overall employee experience through training, documentation, communications, and technology enablement programs. This role serves as SWCA’s primary resource for technology learning and adoption, partnering with Human Resources, Technology Operations, Information Security, and business leaders to ensure employees have the knowledge, resources, and confidence to effectively use technology solutions. The End User Training Specialist develops and delivers training programs, facilitates user onboarding, manages technology documentation and knowledge resources, supports organizational change initiatives, and promotes technology best practices that improve employee productivity and engagement. Success in this role requires excellent communication and, * Provides advanced tier one and tier two troubleshooting and support for hardware, software, and network issues, ensuring timely resolution for end users.

• Delivers deskside and remote assistance to employees, addressing technical problems and maintaining high levels of customer service.
• Escalates unresolved or complex technical issues to specialized teams, documenting actions and ensuring follow-through until resolution.
• Installs, configures, and upgrades workstations, peripherals, and authorized software in accordance with company standards and security policies.
• Conducts user training and onboarding sessions, educating employees on technology usage, security practices, and system capabilities.
• Monitors service desk queues, prioritizes support requests, and meets established service level agreements to ensure operational efficiency.
• Maintains detailed records of support activities, asset inventories, and system configurations using organizational tracking tools.
• Assists with routine maintenance tasks such as software updates, patch management, and system backups to uphold reliability and security.
• Collaborates with cross-functional teams to identify recurring issues, recommend process improvements, and enhance support strategies.
• Communicates technical concepts clearly and professionally to non-technical users, fostering positive user experiences and technology adoption.
• Follows applicable federal, Tribal, state, local, industry, contractual, and company regulations, standards, and specifications.
• Performs related work as assigned.

Additional Job-Specific Responsibilities

• Coordinate and facilitate end-to-end technology onboarding experiences for new employees in partnership with Human Resources, hiring managers, and Technology teams.
• Develop and deliver instructor-led, virtual, and self-paced learning programs focused on employee technology enablement.
• Create role-based learning paths that support adoption of workplace technologies and business applications.
• Own and maintain the Technology end-user knowledge base, ensuring consistent, standardized documentation across Technology services.
• Develop technology adoption materials, including communication plans, job aids, user guides, and training resources for new technology implementations.
• Conduct employee outreach and engagement activities to increase adoption and effective use of technology tools and services.
• Partner with Technology Support teams to develop proactive education programs that reduce recurring support requests and improve user self-service capabilities.
• Support employee digital workplace skill development through targeted learning resources and technology enablement initiatives.
• Develop and report on onboarding, training, adoption, and user engagement metrics to measure program effectiveness.
• Stay current on instructional design, adult learning principles, and technology adoption practices to continuously improve learning programs

presentation skills, a passion for helping others learn, strong organization, and the ability to translate technical concepts into easily understood content., * Associate’s Degree (A.A.) or equivalent from a two-year college or technical school.

• Three (3) years of relevant industry experience including delivering technical training, onboarding programs, knowledge management, and/or user enablement initiatives. This also includes experience working in a customer-facing support or service delivery environment.
• Strong understanding of Microsoft 365 applications and collaboration technologies.
• Experience developing user training materials and documentation.
• Experience facilitating virtual and instructor-led training sessions.
• Familiarity with learning management systems, knowledge management platforms, and content development tools.
• Experience supporting technology adoption and organizational change initiatives.
• Understanding of cybersecurity awareness and technology best practices., * Bachelors degree in a relevant field.
• A+, Cloud+, and ITIL Foundations certifications.
• Five (5) years of relevant industry experience.
• Microsoft Fundamentals or related Microsoft certifications.
• Experience administering corporate learning programs.
• Experience creating video-based training content.
• Experience supporting change management initiatives.
• Familiarity with Freshservice, SharePoint, and Microsoft Viva learning technologies.
• Knowledge of adult learning, instructional design, or employee development methodologies.
• Familiarity with Microsoft Intune MDM platform.

Knowledge, Skills and Abilities:

• Exceptional communication, presentation, and facilitation skills.
• Strong writing and content development abilities.
• Ability to explain technical concepts to non-technical audiences.
• Strong organizational and project management skills.
• Demonstrated commitment to customer service and employee success.
• Ability to work independently and collaboratively across teams.
• Passion for learning, teaching, and continuous improvement.

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