Desktop Support Technician

Bamboo Health is the leader in Real-Time Care Intelligence™ solutions aimed at improving lives for everyone experiencing physical and behavioral health challenges. We are driven by our mission to empower clients to deliver seamless, high-quality and cost-effective care during pivotal moments to improve health outcomes. From coast to coast, Bamboo Health partners with all major retail pharmacy chains, 52 states and territories, 100% of the top 10 best hospitals and more than half of the country’s largest health plans to improve more than 1 billion patient encounters annually.

Join us in improving lives during pivotal care moments!

Desktop Support Technicians report to the Help Desk Manager and are part of the Corporate IT team. As a Desktop Support Technician, you will be responsible for endpoint management, user support, systems configuration, and process automation. You’ll work with tools such as Atlassian, AWS Workspace, Microsoft products, Slack, Git Hub, and many more.

We take a proactive approach by developing documentation, automations, and standardized workflows to minimize downtime and enhance the user experience. Additionally, our technicians play a key role in contributing to IT OKR initiatives that drive value across the organization.

The team is local to Louisville, KY and generally follows standard business hours (Eastern Time) with occasional after-hours support as part of a rotating weekly on-call schedule.

• Deliver high-quality customer service and technical support to end users, including guidance, troubleshooting, and proactive technical education across platforms and systems.
• Deploy, maintain, and decommission end-user devices while ensuring accurate tracking of hardware and software assets within the company's inventory systems.
• Provision and manage user and device access to corporate environments, systems, and enterprise applications in accordance with security and compliance standards.
• Configure, support, and troubleshoot enterprise tools and applications to ensure operational stability and user productivity.
• Collaborate with internal teams and external vendors to resolve complex issues, streamline support processes, and assist in the implementation of new technologies and tools.
• Develop and maintain Help Desk documentation, knowledge base content, and standardized support workflows to ensure consistent service delivery and knowledge sharing.
• Continuously adapt support practices, tools, and processes to meet evolving business needs and organizational goals.
• Explore opportunities to enhance workflows through AI or automation tools (e.g., document summarization, task routing, or data parsing).
• Stay curious about emerging AI tools and how they can streamline or enhance work within your function.

• 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.
• Share one use case or insight from trying out an AI tool (e.g., ChatGPT, CoPilot, Zapier) with your team or manager.
• 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.
• 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.

• Bachelor's degree in Computer Science, Information Technology, or related field or 3+ years of experience in a technical support role (e.g., Service Desk, NOC).
• Strong verbal and written communication skills with the ability to clearly explain technical issues to both technical and non-technical users.
• Hands-on experience supporting Windows 10/11, macOS (13.1+), iOS, and Android devices, including troubleshooting hardware, software, and connectivity issues.
• Working knowledge of Office 365 (including the Admin…