Desktop Support Technician (Hybrid)

Bamboo Health is a leader in cloud-based care coordination software and analytics solutions focused on patients with complex needs, including those suffering from physical health and mental health issues and substance use disorders. We are driven by our mission of enabling better care for patients across the continuum. Our software solutions help healthcare professionals collaborate on shared patients across the spectrum of care. Join us in improving healthcare for all!

Summary

The Bamboo Health Desktop Support Technician works with IT Engineering and Information Security to deploy, troubleshoot, and maintain Mac and Windows workstations. We assist both technical and non-technical users in hardware, software, or access requests issues using tickets and call queue services. We proactively create documentation and workflows to ensure minimal to no down time for our users. We also actively contribute to IT OKR projects that generate value for Bamboo Health.

The team is local to Louisville, KY and normal work hours are M-F from 8 AM – 5 PM EST. Youwill be responsible for after-hours on-call support should the need arise by weekly rotation.

What You’ll Do

• Provide technical support and assistance to employees, including troubleshooting hardware and software issues and configuring and installing new systems. Some of the systems/services we work with daily are the Microsoft O365 suite, AWS Workstations, and various Atlassian products.
• Manage and administer access to software, programs, applications, and tools such as GitHub, Figma, Google Analytics, Tableau, etc.
• Maintain inventory of hardware and software assets using Jira Assets, Azure Intune, Apple Business Manager, and NinjaOne.
• Provide training and assistance to employees on the use of hardware and software systems through detailed wiki guides and individual/group presentation.
• Collaborate with other IT team members to resolve complex issues and implement new technologies and processes.
• Contribute to the planning and implementation of new IT projects and initiatives.
  
  

What Success Looks Like…

In 3 months…

• Establish a strong understanding of the company's hardware and software systems and how they are used by employees.
• Begin to independently troubleshoot and resolve technical issues for employees.
• Provide training and assistance to employees on the use of new technologies.
  
  

In 6 months…

• Work with other IT team members to identify and implement improvements to existing systems.
• Participate in the planning and implementation of new IT projects and initiatives.
• Contribute to the development of IT policies and procedures.
  
  

In 12 months…

• Act as a subject matter expert for specific hardware and software systems.
• Identify and implement ways to improve the efficiency and effectiveness of technical support processes.
• Mentor and train junior IT team members as needed.
  
  

What You Need

• Undergraduate Degree in Computer Science or Information Technology or the years equivalent professional experience in a Service Desk, NOC (Network Operations Center), or other technical support position.
• The ability to manage and troubleshoot issues with Office365, including administration experience with the Office365 Admin Center and experience with the Office suite on both Windows 10/11 and MacOS is required.
• Experience with Active Directory, including account and service account, distribution group and security group administration is required.
• Strong experience with troubleshooting and resolving hardware and software issues, specifically Windows 10 & 11 and MacOS 13.1 or higher is required in addition to applications on mobile, both for iOS and Android devices is required.
• The ability to travel periodically for work.
• A high level of judgment, analytical ability, and creativity in investigating problems that require original and innovative solutions.
• Experience working in a fast-paced, high-growth, rapidly changing work environment.
• Ability to work independently and collaboratively in a team environment.
• Effective communication skills, with the ability to convey technical concepts to non-technical stakeholders.
  
  

What You Get

• Join one of the most innovative healthcare technology companies in the country.
• Have the autonomy to build something with an enthusiastically supportive team.
• Learn from working at the highest levels and on the most strategic priorities of the company, including from world class investors and advisors.
• Receive competitive compensation, including equity, with health, dental, vision and other benefits.
  
  

Belonging at Bamboo

We Care. #BambooHealthValuesCare

Every human being has the right to the best possible healthcare. Our solutions enable healthcare professionals to see and treat every individual as a whole person by providing the right information, at the right time – regardless of physical, behavioral, or social barriers.

We’re a great place to work because we care. We continually seek to learn about our differences and ensure the unique identities and contributions of all employees are welcome, valued and celebrated.

Our commitment to making a positive impact starts by recognizing and leveraging our differences, building inclusive teams, cultivating a sense of belonging, combating biases, and actively removing barriers to equity.

Bamboo Health is proud to be an Equal Employment Opportunity and affirmative action employer.

To protect our applicants from fraudulent recruitment activity, we recommend that all applicants verify the validity of an interview and hiring process by visiting our website www.bamboohealth.com. All valid job postings will be listed on our careers page. Bamboo Health does not conduct interviews via text and will not request sensitive information such as banking details during the application process.