IT Service Desk Technician II

Responsibilities

• Provide Tier II technical support by troubleshooting escalated incidents involving user accounts, endpoints, applications, Microsoft 365, identity management, and network connectivity.
• Administer and support enterprise technologies including Microsoft 365, Entra ID, Active Directory, Intune, and Jira to ensure efficient service request management.
• Diagnose and resolve networking and Zero Trust Network Access (ZTNA) issues, including VPN connectivity, DNS, DHCP, firewall rules, Wi-Fi, and LAN/WAN connectivity.
• Maintain accurate documentation, follow ITSM and change management processes, and contribute to the internal knowledge base.
• Collaborate with senior IT staff, vendors, and managed service providers to resolve complex technical issues and support onboarding/offboarding activities.

Requirements

• Associate degree, technical certification, or equivalent hands-on experience.
• 5+ years of experience in service desk, desktop support, or IT operations.
• Hands-on experience supporting Microsoft 365, Entra ID, Active Directory, Intune, and enterprise endpoint management.
• Strong understanding of IT service management (ITSM), networking fundamentals, and Zero Trust Network Access (ZTNA) concepts.
• Experience with Jira and the ability to manage ticket workflows, documentation, and reporting.

Preferred Qualifications

• Experience with PowerShell, NinjaOne, CoreView, or macOS support.
• Experience with enterprise administration tools.

Benefits

• Comprehensive benefits package including health, dental, and vision.
• 401K retirement plan.
• Wellness Program.
• Learning and Professional Development Program.

About the Company

24 Hour Home Care is part of the TEAM Services Group family of companies. TEAM is a mission-driven national provider of home and personal care services, serving over 110,000 clients and employing over 130,000 caregivers across all 50 states. We are dedicated to improving access to home-based care through a relentless focus on delivering a best-in-class client experience.