IT Service Desk Technician II

24 Hour Home Care•Los Angeles, CA

2d•$60,000 - $75,000

About The Position

24 Hour Home Care is part of the TEAM Services Group portfolio of companies. We proudly lend a helping hand by supporting recruiting efforts for other TEAM brands to find the right talent to grow their team. TEAM Services Group (“TEAM”) is a national provider of household employment and home care solutions supporting the self-directed care model, which allows individuals with disabilities the freedom to choose the caregivers and service providers working with them in their homes. TEAM is backed by private equity firm, Alpine Investors. TEAM is a mission-driven company serving 100k clients throughout all 50 states and employing over 130k caregivers. We are a high-performing team in a large and growing market; currently >$2B in revenue with a 36% revenue CAGR over the last 7 years and >100 acquisitions closed. THE ROLE: Role Summary: The company is seeking an IT Service Desk Technician II to support and maintain a hybrid IT environment that includes Microsoft 365, Entra ID, Exchange, Azure, and on-premises infrastructure. This role focuses on day‑to‑day administration, stability, and support, with select administration of defined systems and processes, while working under established standards and guidance from senior IT staff. This role is execution‑focused, with responsibility for supporting existing configurations, responding to service requests, and resolving common service desk issues, while working within established standards, documented processes, and architectural decisions defined by senior IT staff. The IT Service Desk Technician II will have limited, well‑defined ownership over routine operational areas such as user lifecycle tasks, access changes, license management, and basic service health monitoring.

Requirements

Associate degree (or equivalent experience) and 2+ years of experience in an IT service desk or technical support role
Experience supporting Microsoft 365 environments, including user account management and license administration
Working knowledge of Exchange Online, including mailbox management and basic troubleshooting
Experience supporting large environments and associated complex technology stack (Microsoft Office, CRM, HRIS, MDM, RMM, SIEM, etc.)
Experience with Entra ID (Azure AD), including user and group management
Experience supporting on-premises Active Directory environments preferred
Familiarity with endpoint management tools such as Intune or similar MDM platforms
Basic understanding of Azure fundamentals, primarily from a support and operational perspective
Experience using an ITSM/ticketing system to manage incidents and service requests
Strong troubleshooting skills with the ability to resolve common technical issues independently
Ability to prioritize multiple support requests in a fast-paced environment
Strong written and verbal communication skills
Detail-oriented, organized, and collaborative team player
Experience supporting multi-location or distributed organizations preferred
Healthcare or similarly regulated industry experience preferred

Responsibilities

Respond to and resolve Tier 1 and Tier 2 service desk tickets related to Microsoft 365, identity, email, endpoints, and basic infrastructure
Administer Entra ID (Azure AD) users and groups, including password resets, access updates, role assignments (under guidance), and license management
Manage Exchange Online mailboxes, shared mailboxes, distribution groups, and assist with basic mail flow troubleshooting
Perform routine user lifecycle tasks, including onboarding, offboarding, and access changes
Support endpoint management through Intune, including device enrollment, basic compliance enforcement, and configuration troubleshooting
Provide support for hybrid identity environments (on-prem Active Directory integrated with Entra ID)
Troubleshoot common issues related to authentication, email, collaboration tools, VPN access, printers, and end-user devices
Escalate complex infrastructure, security, or architectural issues to senior IT staff as appropriate
Document incidents, resolutions, and procedures within the ticketing system
Follow established change management and security protocols
Assist with routine system monitoring and basic service health checks
Contribute to maintaining accurate IT documentation and knowledge base articles
Travel to brand locations as needed
Provide support and issue resolution independently for brands across the United States spanning different time zones

Benefits

Company-sponsored medical, dental, and vision plan for employees and their dependents
401(k) participation after 3 months of continuous service
Wellness program
Learning development program
Life insurance
Long-term disability coverage
Charitable contribution matching
Volunteer time off
Employee assistance program
In addition to accrued vacation time and sick time, TEAM recognizes 12 paid federal holidays.