IT Training Specialist – Service Desk & Field Services

IT Training Specialist – Service Desk & Field Services

Location: Fully Remote
Company: Enterprise Integration
Reports To: VP, Service Desk Operations

About Enterprise Integration

Enterprise Integration (EI) is an IT managed services provider headquartered in Jacksonville, Florida. We help organizations support and manage their technology through service desk, field services, infrastructure, cybersecurity, and other IT services.

About the Role

Enterprise Integration is seeking a Training Specialist to lead new hire orientation and onboarding training for Service Desk employees and Field Service Technicians.

This role helps new employees understand EI’s service standards, tools, workflows, and workplace expectations so they can transition successfully into their assigned teams. The Training Specialist partners with HR, operational leaders, and subject matter experts to deliver practical training, maintain onboarding materials, and assess new hire readiness.

Key Responsibilities

New Hire Orientation & Training

• Coordinate and deliver structured new hire orientation and onboarding training for Service Desk employees and Field Service Technicians.

• Introduce new hires to EI’s workplace policies, customer service expectations, communication standards, and available resources.

• Train employees on ticketing systems, documentation requirements, escalation procedures, and common service workflows.

• Reinforce expectations for field service assignments, including client site professionalism, work documentation, and coordination with support teams.

• Use virtual instruction, demonstrations, practice exercises, and guided learning to reinforce understanding.

• Coordinate job shadowing and role-specific technical training with supervisors and subject matter experts.

Training Materials & Coordination

• Create and maintain onboarding presentations, checklists, job aids, and reference guides.

• Partner with operational leaders to keep training materials aligned with current tools, processes, and client requirements.

• Schedule training sessions and coordinate onboarding activities with HR and hiring managers.

• Assign required courses through the Learning Management System (LMS) and track completion.

• Maintain accurate training records, including required security, policy, and client-specific training.

New Hire Readiness & Follow-Up

• Assess new hire understanding through knowledge checks, practical exercises, and supervisor feedback.

• Identify learning gaps and provide additional instruction or coordinate support as needed.

• Communicate onboarding progress and readiness to hiring managers.

• Gather feedback from new hires and supervisors to improve the onboarding experience.

• Provide targeted refresher training when recurring onboarding gaps are identified.

Qualifications

Required

• At least two years of experience in employee training, onboarding, service desk support, field services, or a related role.

• Experience teaching, coaching, or helping employees learn workplace tools and procedures.

• Familiarity with IT support environments and common ticketing or service management workflows.

• Strong communication, presentation, and organizational skills.

• Ability to explain technical processes clearly and work effectively with employees who have different experience levels.

• Ability to facilitate virtual training and coordinate multiple onboarding schedules.

Preferred

• Experience in an IT managed services provider environment.

• Experience onboarding Service Desk employees or Field Service Technicians.

• Familiarity with HaloPSA, ServiceNow, ConnectWise, or similar platforms.

• Experience using an LMS, such as Absorb.

• Experience creating presentations, training guides, or job aids.

What Makes You a Great Fit

• You enjoy helping new employees build confidence and become productive.

• You make training practical, engaging, and easy to follow.

• You are patient, approachable, and comfortable answering questions.

• You work closely with supervisors and technical experts to reinforce consistent expectations.

• You are organized and dependable when managing training schedules and follow-up.

Why Join Enterprise Integration?

You will play a direct role in helping new employees succeed and strengthening the service experience EI delivers to its clients. Your work will give Service Desk employees and Field Service Technicians a clear, consistent foundation from their first day.

Apply Today

If you enjoy teaching others and helping new hires succeed in an IT service environment, we would love to hear from you.