Senior IT Support Specialist

Department: Information Technology 
Reports To: IT Helpdesk Lead 
Location: Lakewood, CO; Onsite 
Status: Full-Time, Non-Exempt 

About the Role 

Bloom Healthcare is seeking an experienced Senior IT Support Specialist to provide hands-on technical support for our employees and clinical teams. 

In this role, you'll handle escalated Tier 1 and Tier 2 issues across Microsoft 365, identity and access, endpoints, network connectivity, mobile devices, and EHR access. You'll also serve as a resource for junior IT team members, improve support processes and documentation, and coordinate with our managed service providers on more complex infrastructure and security issues. 

We're looking for someone who can troubleshoot independently, communicate clearly, and recognize when a recurring problem needs a permanent solution rather than another workaround. 

What You'll Do 

• Own Tier 1 and Tier 2 support tickets from diagnosis through resolution, documentation, or escalation. 

• Support eClinicalWorks access and connectivity issues for clinical staff, coordinating with the EHR team on application-specific issues. 

• Administer 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. 

• Serve as an escalation point for junior IT Support Specialists, helping troubleshoot complex issues and coaching team members through resolution. 

• 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 2/3 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 

• 5+ years of IT support experience, including experience independently handling escalated or complex technical issues. 

• 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 repeatable SOPs and troubleshooting guides. 

• Experience working in healthcare or another regulated environment, with a working understanding of HIPAA, security, and appropriate handling of sensitive information. 

• 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 supporting an EHR platform; eClinicalWorks experience is a strong plus. 

• Experience with ticketing or ITSM platforms such as ConnectWise, ServiceNow, Jira, or similar. 

• Experience working with managed service providers or in a co-managed IT environment. 

• 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 independently resolve most Tier 1 and Tier 2 issues and have become a trusted escalation point for the IT support team. 

• Junior team members are solving more issues independently because of your coaching and documentation. 

• MSP escalations are resolved more efficiently because they include clear troubleshooting history, context, and technical details. 

• 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.