IT Service Desk Technician II

24 Hour Home Care - Corporate Division•Los Angeles, CA

7d•$70,000 - $80,000•Hybrid

About The Position

The IT Service Desk Technician II provides advanced technical support across a hybrid enterprise environment, serving as the primary escalation point for complex service desk issues involving Microsoft 365, Entra ID, Intune, Active Directory, networking, endpoint management, and IT service management. This role partners with end users, IT teams, vendors, and managed service providers to resolve technical issues, improve support processes, and deliver reliable, secure, and responsive IT services across the organization.

Requirements

Associate degree, technical certification, or equivalent hands-on experience required.
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.
Technical troubleshooting
Microsoft 365 administration
Identity and access management
Networking fundamentals
ITSM and ticket management
Customer service
Communication
Process improvement

Nice To Haves

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

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 (or similar ITSM platforms), ensuring efficient service request management and user lifecycle support.
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, contribute to knowledge base articles, and identify opportunities to improve service delivery and operational efficiency.
Collaborate with senior IT staff, vendors, and managed service providers to resolve complex technical issues, support onboarding and offboarding activities, and maintain secure, reliable IT operations.