Tech Training & End-User Support Analyst

SWCA, Incorporated; Broomfield (CO); Hybrid; USD 70,000 - 100,000; Full time

Job summary

SWCA Environmental Consultants seeks a Technology Support Analyst - End User Training to enhance employee technology adoption and onboarding readiness. The role delivers training, creates documentation, and supports digital skills development, partnering with HR, IT operations, and security to enable confident use of tech tools.

Based in our Broomfield, Colorado office with hybrid/remote options, you will manage onboarding experiences, develop learning programs, and own the end-user knowledge

Qualifications

• 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.
• 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.

Responsibilities

• 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.
• 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

Skills

Microsoft 365 apps

Training materials development

Virtual/instructor-led training

Learning management systems

Change management

Communication and presentation

Documentation

Education

Associate's Degree (A.A.) or equivalent

Bachelor's degree preferred

Tools

Freshservice

SharePoint

Microsoft Viva Learning

Job description

SWCA Environmental Consultants seeks a Technology Support Analyst - End User Training to enhance employee technology adoption and onboarding readiness. The role delivers training, creates documentation, and supports digital skills development, partnering with HR, IT operations, and security to enable confident use of tech tools.

Based in our Broomfield, Colorado office with hybrid/remote options, you will manage onboarding experiences, develop learning programs, and own the end-user knowledge