Technology Support Analyst – End User Training

SWCA Environmental Consultants•, CO

2d•$83,735 - $109,680•Hybrid

About The Position

SWCA Environmental Consultants seeks a Technology Support Analyst – End User Training to support its growing Technology Team. The role improves employee technology adoption, onboarding readiness, digital skills, and employee experience through training, documentation, communications, and technology enablement. It serves as a primary resource for technology learning and adoption, partnering with Human Resources, Technology Operations, Information Security, and business leaders so employees can effectively use technology solutions. The position combines advanced tier one and tier two support with end-user learning and enablement. The analyst provides deskside and remote support, troubleshoots hardware, software, and network issues, installs and maintains equipment and software, monitors service requests, and documents support activity. The role also coordinates technology onboarding, develops and delivers learning programs, manages end-user knowledge resources, and supports change and technology adoption initiatives. This is a full-time, regular, salaried/exempt position based in the Broomfield, Colorado office, with hybrid or distributed (remote) working options. The expected pay range for the Denver, Colorado-based position is $83,735 to $109,680 per year. Eligible employees may also receive performance-based bonuses.

Requirements

Three years of relevant, progressively responsible experience, or an equivalent combination of experience, performance, training, and/or education.
Three years of relevant industry experience, including technical training, onboarding programs, knowledge management, and/or user enablement initiatives.
Experience in a customer-facing support or service delivery environment.
Associate's degree or equivalent from a two-year college or technical school.
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.
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.
If driving is required, applicants must possess a valid driver's license and meet SWCA's driver requirements.
If travel is required, candidates must be able to obtain and maintain valid travel documents and identification for work-related travel.

Nice To Haves

Bachelor's degree in a relevant field.
Five years of relevant industry experience.
A+, Cloud+, and ITIL Foundations certifications.
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 the Microsoft Intune MDM platform.

Responsibilities

Provide advanced tier one and tier two troubleshooting and support for hardware, software, and network issues, ensuring timely resolution.
Deliver deskside and remote assistance to employees while maintaining high levels of customer service.
Escalate unresolved or complex technical issues to specialized teams, document actions, and follow through until resolution.
Install, configure, and upgrade workstations, peripherals, and authorized software in accordance with company standards and security policies.
Conduct user training and onboarding sessions on technology usage, security practices, and system capabilities.
Monitor service desk queues, prioritize requests, and meet established service level agreements.
Maintain records of support activities, asset inventories, and system configurations using organizational tracking tools.
Assist with software updates, patch management, system backups, and other routine maintenance.
Collaborate with cross-functional teams to identify recurring issues, recommend process improvements, and enhance support strategies.
Explain technical concepts clearly and professionally to non-technical users, fostering positive experiences and technology adoption.
Follow applicable federal, Tribal, state, local, industry, contractual, and company regulations, standards, and specifications.
Perform related work as assigned.
Coordinate end-to-end technology onboarding 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 and ensure documentation is consistent and standardized across Technology services.
Develop 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 on proactive education programs that reduce recurring support requests and improve self-service.
Support employee digital workplace skill development through targeted learning resources and technology enablement initiatives.
Develop and report onboarding, training, adoption, and user engagement metrics to measure program effectiveness.
Stay current on instructional design, adult learning principles, and technology adoption practices to improve learning programs.