Putting the “I” in IT: How SME’s IT Department Supports the Team Member Experience

SME^® | Published on May 7, 2026

Anyone who has dealt with tech issues knows how disruptive they can be, especially when deadlines matter. At SME, reliable technology and responsive support aren’t a luxury; they’re part of how we help Team Members do their best work. That’s where our IT Department stands apart. Day in and day out, they focus on creating a smooth, dependable experience for every Team Member. See how our team truly puts the “I” in IT.

Immediate – Fast, Responsive Support

One of IT’s goals is to respond to help requests in less than one hour. But most often, it is quicker than that. To start, each request sent is immediately linked to helpful articles from IT that may help solve the problem right away – kind of a self-service option. And submitting a request is simple, whether online or over the phone, with inquiries reviewed right away and routed to the appropriate Team Member. They also take the time to clearly communicate how to resolve problems with Team Members who may not be as “tech savvy.” Beyond quick responses, our IT team is committed to finding practical, long-term solutions. They are honest about what will truly solve a problem and work collaboratively to address root causes.

Impressive – A First-day Experience that Works

Starting a new job can be nerve-wracking, new people, a new environment, and new technology to learn. SME’s IT Team takes one big stressor off the table from day one. It is a gamechanger to walk into Orientation and have a friendly IT Team Member hand you a computer bag with a laptop, phone and all the accessories, all ready to be used. They walk you through setting a secure password and an introduction to installed programs, accessing the network, working remote, internal communication, anything you need to set you up for success. Special Apps or Job-Specific software? Teams Channels? All downloaded and ready. Essential desk equipment like monitors, docking station, keyboard and mouse are already set up in their home office before their first day, making the transition even smoother. The IT team wants all new Team Members to feel confident, supported and prepared to do the work they were hired to do from day one.

Incomparable – What New Team Members Notice Right Away

To get a sense of how this support feels in practice, we reached out to two new Team Members and asked them for their first impressions. Here’s what they had to say:

“I’ve worked with a variety of IT departments throughout my career. Some big, some small, some offsite and almost all with less than friendly service and waiting hours or days for a response. But the IT Team at SME is like a breath of fresh air. Understanding, helpful, quick, supportive, knowledgeable, and thorough. They take real pride in how they support all the Team Members here, and they are a big part of why SME is such a great place to work.”

– Paula Steele, Senior Marketing Specialist and Proposal Manager

“From the moment I arrived, SME’s IT team made onboarding easy. My laptop, phone, and building access key were ready to go, so I could sign in right away and get started. Every interaction was helpful, professional, and focused on setting me up for success. Within a few hours, I was fully up and running. Ready and able to jump in and contribute.”

– Osama Abdalla, Project Engineer

Intuitive – Technology that Anticipates What Teams Need

The IT Team at SME is consistently looking for ways to better support how the organization works. Whether that’s improving existing tools, exploring new technologies, or thoughtfully integrating AI where it makes sense. And they do not treat one department or office as more important than others. The IT Team is constantly working and innovating to make sure every Team Member has what they need to do their job well. Continuing to evolve our processes and making sure that we truly are “One|SME.”

“Our goal as an IT team is to provide white‑glove service through how we support our people—listening, responding quickly, and partnering with them every step of the way. Innovation supports that commitment. By thoughtfully adopting new technologies, we help automate the drudgery and remove rocks from the backpack, giving team members more time to focus on meaningful, fulfilling work. When service and innovation work together, satisfaction follows.”

– Alicia Nicholes, Director of Information Technology

This leads to yet another couple of “I’s” as we move towards Intentional Cybersecurity and Innovative Solutions. But that will be for our next two IT Insights…