Desktop Support Technician

Desktop Support Technician

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, GitHub, 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.

What You'll Do:

• 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.

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

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:

• Bachelor's degree in Computer Science, Information Technology, or related field or 3+ years of experience in a technical support role.
• 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 Center), Active Directory, and popular SaaS tools such as Slack, Zoom, and Jira.
• Experience provisioning user and device access, managing asset inventories, and supporting endpoint tools like Intune, Jira Assets, or NinjaOne.
• Comfort using or learning AI-supported tools to improve daily workflows.
• A forward-thinking, curious mindset with an openness to experimenting with new technologies.
• Strong analytical and problem-solving skills, with sound judgment and creativity in designing solutions.
• Proven ability to thrive in fast-paced, high-growth, and rapidly evolving environments.
• Ability to work effectively in a remote-first environment, ensuring high-quality virtual interactions with minimal distractions.
• The ability to travel periodically for work.

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 health, dental, vision and other benefits.

Belonging at Bamboo

We Care. #BambooHealthValuesCare

Every human being has the right to the best possible healthcare. Our Real-Time Care Intelligence™ 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 perspectives 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 and cultivating a sense of belonging.

Bamboo Health is proud to provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.