IT Systems & Security Support Specialist I

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

Employment type
Full-Time

Work arrangement
No