It End User Support Supervisor Jobs in Rio Rancho, NM

IT Systems & Security Support Specialist I - Job Description

Improve Group is seeking an IT Systems & Security Support Specialist to join our team. This is a unique opportunity to help shape the future of how we design, coordinate, and deliver innovative construction projects.

The IT Systems & Security Support Specialist I serves as the first line of technical support for the organization while also playing an active role in technology deployments, device management, and security operations. Excellent customer service and communication are just as important as technical aptitude, as this role regularly works with employees across the organization to troubleshoot issues, communicate solutions, and provide technical guidance. This role is ideal for someone who is curious, enjoys solving problems, and wants to continuously expand their skills across Microsoft 365, cloud technologies, cybersecurity, automation, and IT operations.

TechOps at Improve Group is not a traditional IT department. We build, secure, automate, and support the technology that enables every part of the business. Our team works across Microsoft 365, cloud technologies, cybersecurity, automation, and endpoint management, giving team members opportunities to develop broad technical skills while delivering exceptional support.

As your technical skills and experience grow, this role can expand into Microsoft 365 administration, cybersecurity operations, identity & access management, cloud administration, or automation/AI-enabled IT operations.

This position is primarily based in our Albuquerque, New Mexico office with a hybrid work schedule available following onboarding.

Roles and Responsibilities

End User Support (50%)

• Provide Tier I and Tier II support for hardware, software, Microsoft 365, and business applications via our ticketing system, meeting established response-time targets
• Troubleshoot desktops, laptops, mobile devices, printers, conference room technology, and peripherals
• Install, configure, and deploy new computers and technology equipment
• Support employee onboarding and offboarding
• Maintain accurate documentation of support requests and recurring issues

Endpoint & Microsoft 365 Administration (25%)

• Assist with administration of Microsoft 365, Microsoft Entra ID, Intune, and Exchange Online
• Deploy applications, device configurations, and security policies through Intune and Entra
• Manage user accounts, licensing, security groups, and permissions
• Monitor endpoint compliance, health, and inventory; support lifecycle management from procurement through retirement

Security Operations Support (15%)

• Assist with email security, phishing, suspicious activity, compromised-device, and account-security investigations using established security tools and incident response procedures
• Monitor and escalate security alerts when appropriate
• Support CMMC compliance documentation, including evidence collection and control tracking related to CUI handling

Technology Projects, Testing & Documentation (10%)

• Support testing, UAT, and validation for new software, hardware, and technology rollouts
• Document issues, create knowledge base articles and deployment guides
• Identify recurring issues and recommend process improvements

What Success Looks Like

• Providing timely, consistently high-quality support
• Supporting well-tested, successful technology deployments
• Maintaining secure, compliant, and properly managed endpoints
• Delivering accurate and efficient onboarding and offboarding
• Maintaining current, accurate, and useful technical documentation
• Demonstrating curiosity and developing technical skills across Microsoft 365, cybersecurity, endpoint management, and IT operations

Required Qualifications

• 1-3 years in IT support, desktop support, or a related role
• Strong troubleshooting and customer service skills
• Experience supporting Windows 11 and Microsoft 365
• Basic understanding of Entra ID, endpoint management, networking, and cloud technologies
• Curiosity and a willingness to learn new technologies
• Ability to follow structured testing procedures and document findings
• Strong organization, communication, and attention to detail
• Comfortable managing multiple priorities in a fast-paced environment
• Ability to live our four Inside-Out Company Commitments:
  • Be the Advocate
  • Be Unreasonable
  • Be Vulnerable
  • Be Bonded
• Must be a U.S. citizen authorized to work in the United States.
• Clean driving record with proof of insurance and valid driver's license.

Preferred Qualifications

• Familiarity with Microsoft Entra ID, Intune, or similar identity and endpoint management platforms
• Associates or Bachelor degree within Computer Science or related field
• Experience with email security platforms such as Barracuda or similar solutions
• PowerShell or basic scripting experience
• Experience with automation tools such as Power Automate or similar platforms
• Familiarity with AI tools and an interest in using AI to improve troubleshooting, documentation, automation, and IT operations
• Prior experience in a compliance-driven environment such as CMMC, HIPAA, or SOC 2

Compensation Structure:

• Competitive Base Salary ($45,000-$57,000)
• Participation in the employee company bonus (annual)
• Participation in the Employee Stock Ownership program (ESOP). An ESOP is an employee benefit plan that enables employees to own part or all of the company they work for, through granted stocks to employees.
• 401K retirement company match
• Medical (90% premium company paid, for employee), dental, vision, company covered life insurance and disability (short and long term), optional additional life insurance
• PTO, Bereavement, Paid New Parent Leave, and Holidays