IT Service Desk Technician II
About The Position
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
Nice To Haves
- 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, and employee assistance program. In addition to accrued vacation time and sick time, TEAM recognizes 12 paid federal holidays.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
