SUMMARY:

The IT Support Specialist serves as the first point of contact for technical support at Santa Fe Recovery Center. This part-time position (25–29 hours per week) is primarily responsible for desktop support, Microsoft 365 and Entra ID administration, Zoom Phone support, device deployment, and troubleshooting end-user technology issues. The role is primarily on-site to provide hands-on support for staff and equipment, with occasional work-from-home opportunities as approved by the Director of Information Technology. The position works closely with the Director of Information Technology to assist with infrastructure and security projects while maintaining a strong focus on end-user support and customer service.

DUTIES AND RESPONSIBILITIES:

Primary responsibilities include:

· Manage user access requests and account administration

· Perform end-user onboarding and offboarding

· Provide support for Microsoft 365 applications, including Outlook, Teams, OneDrive, and SharePoint

· Provide Zoom Phone user support and basic troubleshooting

· Maintain asset inventory and documentation

· Provide basic end-user security awareness and education

· Develop and maintain positive working relationships with staff and leadership

ADDITIONAL RESPONSIBILITIES:

· Assist with endpoint security and backup solutions under the direction of the Director of Information Technology

· Assist with security awareness and basic cybersecurity best practices for end users

· Escalate network, firewall, switching, and infrastructure issues as appropriate

· Participate in infrastructure and security projects as opportunities for growth arise

· Perform other duties as assigned by the Director of Information Technology

SKILLS AND ABILITIES:

· Strong knowledge of Microsoft 365 user environments 

· Working knowledge of Entra ID user administration 

· Familiarity with desktop hardware, printers, and mobile devices 

· Strong troubleshooting and customer service skills 

· Ability to follow established IT processes and documentation 

· Basic understanding of networking concepts (TCP/IP, Wi-Fi, switching) 

· Desire to learn infrastructure, security, and cloud technologies 

· Ability to distinguish between user-specific and system-wide issues

MINIMUM QUALIFICATIONS:

· Associate degree in Information Technology or related field; or 

· A+, Network+, Microsoft Fundamentals, or similar entry-level certifications; or 

· 1–3 years of IT help desk or desktop support experience 

· Valid NM driver's license, insurance, and clean driving record 

· Must be 21 years of age or older 

· Bilingual Spanish preferred but not required

· Ability to work primarily on-site at Santa Fe Recovery Center facilities 

· Ability to occasionally work remotely when business needs permit 

· Ability to travel between facilities as needed using a personal vehicle