IT Support Specialist Tier 1

Location: Lakewood, CO; Onsite
Status: Full-Time, Non-Exempt
About Bloom

Bloom Healthcare is a pioneering value-based primary care and hospice practice transforming healthcare delivery for vulnerable patients. Our model of care is proven to provide exceptional care to the homebound population, and we’ve generated outstanding quality results in CMS Innovation Center models compared to our peers. Software is a growing part of how Bloom delivers care, and we build custom tools that support clinicians and patients at every stage of their care journey. 
About the Role
Bloom Healthcare is seeking an experienced Tier 1 Support Specialist to provide hands-on technical support for our employees and clinical teams.
In this role, you'll handle Tier 1 and Tier 2 issues across the Microsoft 365 suite, identity and access, endpoints, network connectivity, mobile devices, and related applications and platforms. You'll also improve support processes and documentation, and coordinate with others throughout our IT team on more complex issues.
We're looking for someone who can troubleshoot independently, communicate clearly, and recognize when a recurring problem needs a permanent solution rather than a workaround.

What You'll Do
- 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 more sustainable solutions.
- Coordinate escalations to managed service providers for complex infrastructure, Azure, networking, mail flow, security, and other Tier 1 & 2 issues.
- Create clear, complete escalation documentation so vendors have the information needed to resolve issues efficiently.
- 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.

What You Bring
Required:
- 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, with the ability to explain technical issues clearly to both technical and non-technical users.
- Strong documentation skills and the ability to create troubleshooting guides, KB articles and other documentation.
- Ability to work independently, prioritize competing issues, and remain calm when supporting time-sensitive or critical problems.
- Strong team player who communicates proactively, collaborates effectively, and is comfortable coaching and supporting less experienced team members.
Nice to Have:
- Experience working 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 Ticketing 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.
- What Success Looks Like in 6 Months
- You are able to independently resolve most Tier 1 and Tier 2 issues and have become a trusted member of the IT support team.
- Recurring support issues have documented SOPs or more permanent solutions instead of relying on tribal knowledge.
- Onboarding, offboarding, and access requests are handled consistently and accurately.
- Clinicians and staff recognize you as a responsive, knowledgeable, and dependable IT partner.

Why Bloom?

- Mission-driven work: See your impact on patients and care teams

- A growing tech team: Our development, IT, and data team has grown rapidly in the past year, and you’ll have a real voice in how it grows from here

- Expanding reach: Bloom has expanded into four new regions in recent years, which means new patients, new care settings, and new problems for our software to solve

- Culture: We build a culture that puts our team first so they can put our patients first.

- Modern stack: AI-assisted development with solid human judgement is encouraged

- Top Workplace: Voted a Top Workplace for seven consecutive years

- Flexibility: Hybrid schedule with in-office lunch provided

- Benefits: health, dental, vision, 401(k), PTO

Compensation: The pay range for this role in Colorado is $25-30/hr. Actual compensation may vary based on qualifications, experience, and location within the state.

Bloom Healthcare is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Bloom Healthcare only contacts through official channels using the @bloomhealthcare.com domain. We are aware of a fraudulent Gmail account impersonating our recruiting team and have reported it to Google.