IT Support Specialist

Southwest Womens Oncology Inc•Albuquerque, NM

3d•Onsite

About The Position

The IT Support Specialist is the first point of contact for technology issues across Optimum Human, Southwest Women’s Oncology, and related entities. This hands-on helpdesk role provides responsive, high-quality support to end users by phone, email, and in person, helping ensure clinical, administrative, and operational teams can rely on their devices, accounts, and applications. The specialist troubleshoots hardware and software issues, helps set up devices and accounts, documents support work, and contributes to a helpdesk knowledge base. The role works closely with the Director of Technology & Business Systems on escalated issues, project support, and IT standards; supports staff with day-to-day technology needs; and coordinates with vendors and service providers on hardware procurement, warranty service, and software licensing. The position is on-site at the Albuquerque, New Mexico office.

Requirements

Proven experience providing technical helpdesk or end-user support in a corporate or clinical environment.
Strong working knowledge of hardware components, Windows and/or macOS operating systems, and common business software applications.
Demonstrated ability to diagnose and efficiently resolve hardware, software, and device issues.
Excellent communication skills, including the ability to explain technical concepts clearly and patiently to non-technical users.
Strong organizational skills and consistent follow-through on open tickets and documentation.
Ability to manage and prioritize multiple support requests in a fast-paced environment.

Nice To Haves

Bachelor’s degree in Information Technology, Computer Science, or a related field.
Experience supporting users in a healthcare, medical, or regulated environment.
Relevant certifications such as CompTIA A+, Microsoft Certified Professional, or equivalent.
Familiarity with Google Workspace, endpoint management tools, or helpdesk ticketing systems.

Responsibilities

Respond to end-user support requests by phone, email, and in person, providing friendly and effective technical assistance.
Diagnose and troubleshoot desktops, laptops, printers, mobile devices, and other IT equipment.
Explain technical issues and solutions clearly to non-technical users.
Escalate complex or unresolved issues to the Director of Technology & Business Systems and document steps already taken.
Coordinate setup and deployment of employee workstations, including hardware installation, software configuration, and user account creation.
Install, configure, and maintain hardware and software components, ensuring compatibility and performance.
Assist with user accounts, email clients, and software application setup and configuration.
Accurately document support requests, troubleshooting steps, resolutions, and system configurations.
Maintain organized support records to promote knowledge sharing, identify recurring issues, and ensure team continuity.
Contribute to a helpdesk knowledge base that reduces repeat issues and supports user self-service.
Work with vendors and service providers on hardware procurement, warranty service, and software licensing.
Surface recurring issues and recommend process or equipment improvements.