IT Support Specialist in Albuquerque, New Mexico at Southwest Womens Oncology Inc

IT Support Specialist

Optimum Human + Southwest Women’s Oncology | Albuquerque, New Mexico

Why This Role Matters

When technology works, people don’t notice it. When it doesn’t, everything stops.

Across a multi-entity clinical and wellness platform, dozens of team members depend on their devices, accounts, and applications to deliver care, serve clients, and keep operations running. The IT Support Specialist is the person who keeps that foundation solid - responding quickly, resolving issues thoroughly, and making sure no one is stuck waiting on technology to do their job.

This is a hands-on helpdesk role for someone who takes genuine pride in fast, friendly, effective support. You are the face of IT for most of the organization. How you show up matters. We hire for attitude and aptitude above all else. Credentials matter, but who you are and how you grow matter more.

Who We Are

Southwest Women’s Oncology (SWWO) is New Mexico’s leading gynecologic oncology practice, delivering advanced cancer care with skill, courage, and compassion.

Optimum Human and Optimum Infusion extend that mission into performance medicine, infusion services, longevity, recovery, hormone optimization, medical weight loss, peptide therapies, hyperbaric medicine, aesthetics, and human performance.

Together, we operate as a single integrated platform committed to one mission:

To deliver new possibilities in medical care, human performance, and health by uniting passion, knowledge, and precision into something greater than the sum of its parts.

The Opportunity

The IT Support Specialist is the first point of contact for technology issues across all Optimum entities—providing responsive, high-quality helpdesk support to end-users via phone, email, and in person.

You will work closely with:

• The Director of Technology & Business Systems on escalated issues, project support, and IT standards

• Clinical, administrative, and operational staff across all entities on day-to-day device, account, and application support

• Vendors and service providers on hardware procurement, warranty service, and software licensing

You bring a calm, service-first presence, strong technical instincts, and the communication skills to make non-technical users feel supported—not talked down to.

What You’ll Own

End-User Support & Helpdesk

• Respond promptly to end-user support requests via phone, email, and in person—providing friendly, effective technical assistance for hardware and software issues.

• Diagnose and troubleshoot problems with desktops, laptops, printers, mobile devices, and other IT equipment.

• Explain technical issues and solutions clearly to non-technical users, ensuring they feel informed and confident.

• Escalate complex or unresolved issues to the Director of Technology & Business Systems with clear documentation of steps taken.

Device & Account Setup

• Coordinate the setup and deployment of new workstations for employees—hardware installation, software configuration, and user account creation.

• Install, configure, and maintain hardware and software components, ensuring compatibility and optimal performance.

• Assist with the setup and configuration of user accounts, email clients, and software applications across the platform.

Documentation & Knowledge Management

• Document all support activities accurately - problem descriptions, troubleshooting steps, resolution outcomes, and system configurations.

• Maintain organized records to support knowledge sharing, recurring issue identification, and team continuity.

• Contribute to building a helpdesk knowledge base that reduces repeat issues and empowers users to self-serve where appropriate.

What Success Looks Like

First 90 Days

• Fully oriented to the IT environment, device inventory, common support issues, and helpdesk processes across all entities.

• Responding independently to the full range of day-to-day end-user support requests with prompt resolution times.

• Known across the organization as a reliable, approachable IT resource.

First 6 Months

• Ticket resolution speed and first-contact resolution rate consistently meeting or exceeding expectations.

• Documentation and knowledge base contributions improving team efficiency and reducing repeat issues.

• New employee onboarding and workstation deployment running smoothly and on time.

First Year

• Trusted as the go-to helpdesk resource across all Optimum entities—responsive, thorough, and consistently positive to work with.

• Proactive about surfacing recurring issues and recommending process or equipment improvements.

• Consistently embodying the Optimum Standard.

Who Thrives Here

We want people who bring relentless positivity, a hunger to learn, and the drive to elevate everyone around them. You will likely thrive if:

• You take ownership rather than waiting for direction.

• You believe details matter.

• You enjoy solving problems and seek continuous improvement.

• You care deeply about patients and their families.

• You value teamwork and accountability equally.

• You’re coachable, curious, and committed to mastery.

What You Bring

Required

• 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 resolve hardware, software, and device issues efficiently.

• Excellent communication skills—able to explain technical concepts clearly and patiently to non-technical users.

• Strong organizational skills with consistent follow-through on open tickets and documentation.

• Ability to manage and prioritize multiple support requests in a fast-paced environment.

Preferred

• 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.

Our Culture

We act with courage and embrace accountability.

We serve with precision and hold ourselves to impeccable standards—then raise them.

We reject mediocrity and the comfort of “good enough.”

We measure success not only by outcomes, but by the integrity, excellence, and humanity we bring to every interaction.

Way Better. Extraordinary by Design.

If you crave mastery, meaning, and measurable impact—welcome home.

Compensation & Benefits

• Competitive salary

• Health benefits

• 401(k)

• Paid time off

• Professional development and continuing education support

• Opportunity to grow within the Optimum Platform

This is a full-time, on-site position at our Albuquerque, New Mexico office.