Position Summary

The IT Training and Support Specialist is responsible for providing technical support to end users while developing and delivering training programs that improve employee understanding and effective use of technology systems, software applications, and IT procedures. This role serves as a bridge between technical systems and end users by ensuring staff receive timely assistance, clear instruction, and ongoing technology support. This role also manages the help desk ticketing system, resolves technical issues, oversees device/asset lifecycle management, and supports the company’s core software applications.

Essential Duties & Responsibilities

This list of essential functions is not intended to be limiting. Sunnyhill, Inc. reserves the right to revise this job description as needed to comply with actual job requirements. The essential duties reflect the general duties considered necessary to describe the principal functions of the job and shall not be considered as a detailed description of all work requirements that may be inherent in the job.

• Provide tiered (first- and second-level) technical support for hardware, software, applications, printers, mobile devices, and network connectivity, including installation, configuration, and troubleshooting of desktop/laptop computers and peripherals. 
• Respond to help desk tickets, phone calls, and walk-up support requests in a timely and professional manner. 
• Install, configure, maintain, and troubleshoot desktop and laptop computers, peripherals, and standard business applications. 
• Troubleshoot application issues, permissions, integrations, and user errors 
• Oversee device provisioning, imaging, repairs, and replacements 
• Develop and deliver IT training sessions for employees on software applications, system usage, technology best practices, and security awareness (including password management and phishing awareness). 
• Create user guides, training manuals, instructional materials, and knowledge base documentation. 
• Assist with onboarding and offboarding of employees, including account setup, equipment deployment, and system orientation.
• Support Microsoft 365 applications, email systems, collaboration tools, and remote access technologies. 
• Serve as the primary support contact for business applications and administer user account and permissions for business applications (Microsoft Office, Active Directory, Company Mileage, Therap, Prism, and others) 
• Support, monitor, and maintain Anti-Virus and Anti-Malware Protection software 
• Maintain accurate records of support requests, resolutions, inventory, and training attendance. 
• Work with IT staff and department managers to identify training needs, recommend technology improvements, and monitor recurring support issues to improve efficiency and user experience.
• Assist with system upgrades, software rollouts, and technology implementation projects. 
• Escalate complex technical issues to senior IT personnel or vendors when necessary. 
• Regular travel between office/program locations for hands-on installation, troubleshooting, and support; occasional travel to off-site vendor or conference locations.

Education & Experience

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, Education Technology, or related field preferred. 
• Minimum of 2 years of experience in IT support, technical training, or help desk operations, with a strong customer service component.
• Vehicle, valid driver's license, and adequate auto insurance.
• Experience delivering user training or instructional presentations preferred. 
• Industry certifications such as CompTIA A+, Network+, Microsoft certifications, or ITIL are a plus but not required. 

Required Skills/Abilities & Qualifications

• Working knowledge of: Windows operating systems, Microsoft 365, Active Directory, remote support tools, printers and mobile devices, basic networking concepts. 
• Ability to explain technical concepts in a clear, user-friendly manner. 
• Strong presentation and training skills. 
• Excellent verbal and written communication abilities. 
• Strong troubleshooting and problem-solving skills. 
• Ability to prioritize tasks and manage multiple support requests simultaneously. 
• Strong customer service orientation and interpersonal skills. 
• Ability to work independently and collaboratively within a team environment. 

Physical Requirements

• Prolonged periods sitting at a desk and working on a computer.
• Ability to lift and carry equipment up to 40 lbs (servers, monitors, printers, networking hardware).Primarily office-based with flexibility for hybrid/remote work as operationally appropriate.
• Occasional evening or weekend availability required for system maintenance, upgrades, or emergency response.