IT Support Specialist Tier 1

Bloom Healthcare•Lakewood, CO

2d•$25 - $30•Onsite

About The Position

Bloom Healthcare is seeking an experienced Tier 1 Support Specialist to provide hands-on technical support for employees and clinical teams. The role handles Tier 1 and Tier 2 issues across Microsoft 365, identity and access, endpoints, network connectivity, mobile devices, and related applications and platforms. The specialist will improve support processes and documentation, coordinate with the IT team on complex issues, troubleshoot independently, communicate clearly, and identify recurring problems that need permanent solutions.

Requirements

At least 2 years of IT support experience, including experience in an ITSM Service Desk environment.
Hands-on Microsoft 365 administration experience, including Outlook/Exchange, Teams, SharePoint, OneDrive, Entra ID, Intune, and Microsoft Defender.
Strong troubleshooting skills across Windows endpoints, printers, mobile devices, Wi-Fi, VPN, and basic network connectivity.
Experience with identity and access management, including account provisioning, MFA, permissions, and access troubleshooting.
Strong written and verbal communication skills, including the ability to explain technical issues clearly to technical and non-technical users.
Strong documentation skills and the ability to create troubleshooting guides, knowledge-base articles, and other documentation.
Ability to work independently, prioritize competing issues, and remain calm when supporting time-sensitive or critical problems.
Team-oriented, proactive communicator who collaborates effectively and is comfortable coaching and supporting less experienced team members.

Nice To Haves

Experience in healthcare or another regulated environment, with a working understanding of HIPAA, security, and appropriate handling of sensitive information.
Experience supporting an EHR platform; eClinicalWorks experience is a strong plus.
Experience with ticketing or ITSM platforms such as Jira, ServiceNow, ConnectWise, or similar.
CompTIA A+/Network+, Microsoft 365 certifications, or similar technical certifications.
Basic PowerShell or scripting experience for automating repetitive administrative tasks.
Experience supporting remote or field-based clinical employees and mobile devices.

Responsibilities

Own Tier 1 and Tier 2 support tickets from diagnosis through resolution, documentation, or escalation.
Support day-to-day Microsoft 365 services, including user accounts, Exchange/Outlook, Teams, SharePoint, OneDrive, MFA, Entra ID, Intune, and license assignments.
Troubleshoot Windows endpoints, printers, mobile devices, Wi-Fi, VPN, and general network connectivity.
Identify recurring support issues and work with the IT team to implement sustainable solutions.
Coordinate escalations to managed service providers for complex infrastructure, Azure, networking, mail flow, security, and other Tier 1 and Tier 2 issues.
Create clear, complete escalation documentation for vendors.
Maintain and improve SOPs, troubleshooting guides, and the internal IT knowledge base.
Support employee onboarding and offboarding, including device provisioning, account setup, licensing, and system access.
Follow Bloom's security, HIPAA, and data-handling requirements and immediately escalate potential security or compliance concerns.
Participate in an on-call rotation for critical after-hours issues.