IT Specialist

This position is based in one of our Southern NM offices (Las Cruces, Roswell, or Silver City) and reports to the Director of IT in Albuquerque.

The IT Specialist provides frontline technical support and systems administration for New Mexico Legal Aid’s technology environment. Based in a southern New Mexico office, this position serves as the primary onsite technology resource for southern offices while providing remote support to staff statewide.

The IT Specialist serves as the primary administrator for several enterprise technology platforms, including LegalServer, SharePoint, and 8x8. This position installs, configures, maintains, and supports hardware, software, and technology systems while delivering responsive customer service and training to staff. The IT Specialist partners closely with the Director of Information Technology to support technology initiatives, improve organizational efficiency, and ensure secure, reliable technology services across the organization.

Essential Duties and Responsibilities

Technical SupportCustomer Service

• Provide timely onsite and remote technical support to staff across multiple office locations.
• Diagnose, troubleshoot, and resolve hardware, software, printing, mobile device, and peripheral issues.
• Respond to help desk requests and prioritize support needs to ensure timely resolution.
• Escalate complex technical issues to the Director of Information Technology as appropriate.
• Deliver outstanding customer service while communicating technical information in a clear, user-friendly manner.
• Help promote secure technology practices throughout the organization.

Enterprise ApplicationsSystems Administration

• Serve as the primary point of contact for operational questions and system updates related to the case management system.
• Lead initiatives that increase the speed, reliability, and costeffectiveness of NMLA’s technology processes within our legal software (eg. case management).
• Develop, document, and deliver training that equips staff to use tools and procedures that maximize efficiency.
• Partner with Executive Leadership, supervisors, and frontline staff to map current case management, compliance, and grant administration workflows; identify inefficiencies; and redesign processes (including LegalServer 5 flow blocks) to reduce turnaround time, minimize manual effort, and improve service delivery.
• Collaborate with the Director of Technology and cross-functional stakeholders to configure, test, and implement system enhancements that automate routine tasks, improve data integrity, and streamline case progression.
• Work with the Director of Technology to support long-term system development goals, including planning for scalable enhancements, integrations, and continuous improvement initiatives.
• Troubleshoot and resolve operational and system issues in a timely manner; conduct root cause analysis and implement preventive solutions to reduce recurrence.
• Serve as a liaison between program staff and IT to identify and prioritize opportunities for automation, process improvement, and technology adoption that reduce repetitive work and improve service delivery
• Develop and deliver training, webinars, documentation, and job aids to support staff adoption of streamlined workflows and effective use of system tools to improve productivity and consistency.

Hardware, EquipmentTechnology Operations

• Manages hardware, software, and utilities for installations, modifications, troubleshooting, maintenance, and upgrades of operating systems and workstation environments
• Installs, configures, and tests workstations and servers with supporting hardware, software, and networking components.
• Maintain inventory of technology equipment, software licenses, and technology assets
• Assist with technology procurement, equipment lifecycle management, and warranty tracking.

Technology ProjectsContinuous Improvement

• Assist with technology implementations, upgrades, migrations, and organizational technology projects.
• Identify opportunities to improve technology services, streamline processes, and enhance the user experience
• Participate in testing new software, hardware, and technology solutions
• Maintain current knowledge of supported technologies, software updates, and evolving technical best practices to provide effective support and recommend improvements.

TrainingCollaboration

• Provide one-on-one and group training on organizational technology systems.
• Documents system infrastructures for users, supports consulting personnel and developers.
• Promote effective and consistent use of organizational technology
• Travel to offices throughout New Mexico as needed to provide technology support, installations, and training, with primary responsibility for southern New Mexico locations.

• Associate’s degree in Information Technology, Computer Science, Information Systems, or a related field; equivalent combination of education and experience may be considered.
• Three (3) years of progressively responsible experience.
• Experience supporting Microsoft products, Windows server, and cloud-based technologies.
• Experience troubleshooting hardware, software, , and user support issues.
• Valid driver’s license and ability to travel throughout New Mexico as needed.

Preferred Qualifications

• Experience supporting a multi-office organization
• Experience administering LegalServer or other case management systems.
• Experience administering SharePoint and Microsoft products.
• Experience supporting with VoIP phone systems such as 8x8.
• Experience working in a nonprofit, legal services, or mission-driven organization.
• Relevant industry certifications (Microsoft, CompTIA, or similar)

Pulled from the full job description 403(b) matching 403(b) Health insurance Paid time off Vision insurance Dental insurance Sabbatical, Company Benefits

• 100% employer-paid BCBS medical, plus dental and vision for employees
• Generous employer contributions toward dependent coverage
• Paid time off includes annual leave (starting at 3 weeks/year), 6 days personal time, 15 holidays, sick leave, and more
• Sabbatical program eligibility
• Hybrid work schedule (3 days in office, 2 days remote each week).
• Full-time 37.5-hour work week
• 403(b) Retirement Plan with employer contributions and matching
• Meaningful mission-driven work serving New Mexico communities
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Salary: $50,000 - $70,000 DOE