IT Support and Training Specialist

About This Role

The IT Support & Training Specialist provides day-to-day technical support across our core systems and devices, while also serving as a hands-on trainer, helping employees build confidence with their technology, from everyday devices to the AI tools we're rolling out across the company.

What You'll Do

• Respond to, and triage, incoming IT support requests, resolving issues directly or escalating to the right team member.
• Manage the user account lifecycle in Active Directory — provisioning, changes, and deprovisioning for new hires, transfers, and terminations.
• Administer Microsoft 365 services, including Outlook, SharePoint, and shared/network drive permissions.
• Provision, configure, and troubleshoot company mobile devices; coordinate with wireless carriers and vendors on service requests.
• Provide hardware and software troubleshooting support for laptops and desktops.
• Coordinate with HR and field offices on new-hire IT setup and employee status changes.
• Support basic network connectivity troubleshooting, escalating more complex issues to network engineering.
• Help manage access and provisioning for enterprise AI tools as adoption grows.
• Partner with the IT Manager to identify recurring support issues and recommend process or training improvements.
• Lead hands-on device training for new hires and existing employees (laptops, mobile devices, core business systems).
• Deliver basic AI literacy training — teaching employees how to use company-approved AI tools safely and effectively.
• Create and maintain simple how-to guides and quick-reference materials (e.g., in SharePoint).
• Travel periodically to other company locations to run in-person training sessions.
• Other duties as assigned.

What You'll Bring

• A high school diploma or equivalent.
• 1 to 3 years experience in an IT support or helpdesk role.
• Working knowledge of Microsoft Active Directory and Microsoft 365 (Outlook, SharePoint).
• Experience troubleshooting Windows desktop/laptop hardware and software issues.
• Experience supporting mobile devices (iOS) in a business environment.
• Comfortable presenting to and training groups of employees, in person and virtually.
• Capable of handling multiple projects concurrently with good time management.
• Detail-oriented, with strong ticket and task-tracking habits.
• Strong ability to identify and solve issues.
• Excellent analytical and problem-solving skills.
• Strong communication skills, with the ability to explain technical concepts to non-technical staff.
• Strong customer service skills and willingness to learn/teach.
• Self-motivated.
• Ability to maintain confidentiality.
• Ability to conduct self in an appropriate manner as a representative of SEC, working effectively in a diverse work environment.

Preferred Qualifications

• Experience with construction or field-services ERP systems (e.g., Viewpoint Spectrum).
• Familiarity with SSO/identity protocols (SAML, OIDC).
• Experience with mobile forms platforms (e.g., GoCanvas, MS Forms, Origami).
• Exposure to VoIP/UCaaS phone systems (e.g., Teams Phones).
• Familiarity with AI chatbot tools (Claude, ChatGPT, Gemini, etc.) and general AI literacy.
• Experience developing training content or leading onboarding sessions.
• Basic understanding of networking/SD-WAN troubleshooting.

Working Environment

This position will work in-person in an office setting.