Technology Support Analyst – End User Training

About the opportunity

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 presentation skills, a passion for helping others learn, strong organization, and the ability to translate technical concepts into easily understood content.

This is a full-time, regular (with benefits), salaries/exempt position based in our Broomfield, Colorado office with options for a hybrid or distributed (=remote) working environment.

Application Deadline: Applications are reviewed on a rolling basis, and interviews may be scheduled as qualified candidates are identified. This position may close without prior notice once a strong candidate pool is established.

About SWCA

SWCA Environmental Consultants is a 100% employee-owned environmental consulting firm providing full spectrum environmental services across the United States. Our North Star is to be the best place to work and a leader in sustainability, delivering sound science and creative solutions to complex environmental challenges.

We are guided by our core values every day. We collaborate as #OneSWCA, we are #AlwaysLearning, we #NeverSettle, and we #GiveBack to our communities. With offices nationwide, SWCA offers a collaborative, team focused environment where employees can build meaningful and long-term careers.

What you will accomplish

• 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

Minimum Qualifications

Three years of relevant, progressively responsible experience. Five years of related experience is preferred; or any equivalent combination of experience, performance, training, and/or education. Knowledge normally obtained through post-secondary education or training; bachelor's degree preferred. A+, Cloud+, and ITIL Foundations certifications are preferred.

Experience and qualifications for success

• 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.

Preferred Qualifications

• 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.

Other Job Conditions

When driving is required

Applicants must possess a valid driver's license and meet SWCA's driver requirements.

When traveling is required

This position may require domestic travel, including travel by commercial airline. Candidates must be able to obtain and maintain all valid travel documents and identification required for work-related travel throughout the duration of employment.

Pay Range

SWCA is committed to salary equity and transparency. The expected pay range for this Denver, CO- based position is $83,735 per year to $109,680 per year. Actual pay may vary based on experience, qualifications, geographic location, and other factors permitted by law. Eligible employees may also receive performance-based bonuses. As a 100% employee-owned company, we invest in your future. Our Total Rewards package includes an Employee Stock Ownership Plan, 401(k) with profit sharing, medical, dental, and vision coverage, paid time off, wellness programs, and professional development opportunities.

Closing

If you need accommodation due to a disability, please contact [email protected] or call 1 480 581 5378. If you require assistance with the application process, please contact [email protected].

Use of Technology in Hiring

SWCA may use approved technology, including AI-assisted tools, to support parts of the application and recruiting process. All selection and hiring decisions are made by SWCA employees, and candidates are not selected or rejected by automated systems. We are committed to a fair, transparent, and human-centered hiring experience.

Candidate Use of AI

Candidates may use AI tools to help prepare application materials and interviews. However, all application materials, assessments, and interview responses must accurately reflect their own experience, skills, and qualifications. AI must not be used to fabricate experience, complete assessments on their behalf, or otherwise misrepresent their background or abilities.

Equal Opportunity Employer

SWCA Environmental Consultants is an Equal Opportunity Employer. We encourage applications from women, minorities, veterans, and individuals with disabilities. We are committed to creating an inclusive workplace where all employees can thrive.

SWCA continues to invest deeply in career development programs, delivering our award-winning Career Landscape support resources to accelerate the growth of our staff. We recognize the valuable skills and experiences our internal team members bring to SWCA’s continued success. Qualified internal candidates are encouraged to apply and will be seriously considered for this position. We believe in promoting from within, where possible, providing our existing employees with compelling opportunities to advance their careers.