Information Technology Support Specialist

Job Title: Help Desk Support Specialist (Level 1/2)

Location: Albuquerque, New Mexico — On-site/Hybrid Preferred | Remote Considered

Employment Type: Full-Time

Compensation: Competitive; aligned with market standards

About the Role

We are seeking a highly skilled and motivated Help Desk Support Specialist (L1 or L2) to join our growing team. This role is ideally suited for a local, on-site candidate, but we are open to considering remote/offsite professionals depending on experience and fit. You'll play a critical role in supporting and enhancing our technical operations, with responsibilities tailored to your level of expertise.

Key Responsibilities

• Provide Tier 1 or Tier 2 technical support for internal and/or external systems, applications, and infrastructure
• Troubleshoot complex technical issues across networking, systems, hardware, and software
• Collaborate with engineering, IT, and support teams to ensure timely resolution of incidents
• Escalate issues when needed while maintaining ownership of resolution lifecycle
• Document solutions, technical processes, and recurring issues for continuous improvement
• Contribute to projects involving system upgrades, migrations, and performance optimizations
• Maintain a high level of customer service and professionalism in all support interactions

Qualifications

Level 1/2 Candidates:

• 1–5 years of experience in technical support, IT operations, or systems administration
• Solid understanding of networking, operating systems (Windows/Linux), and common support tools
• Experience with ticketing systems (e.g., Jira, Zendesk, ServiceNow)
• Strong problem-solving and communication skills

Preferred Qualifications

• Industry certifications (e.g., CompTIA, Cisco, Microsoft, AWS, etc.)
• Experience supporting hybrid or distributed teams
• Familiarity with ITIL practices or structured support models
• Comfortable working independently and taking ownership of technical problems

Work Environment

• Primary preference: On-site at [Insert Location]
• Secondary option: Remote candidates considered for the right skill and experience match
• Collaborative and fast-paced team environment
• Flexible approach to work arrangements based on candidate strengths and business needs