IT Service Desk Technician II
About The Position
24 Hour Home Care is part of the TEAM Services Group family of companies. As a shared Talent Acquisition function, we are proud to support TEAM's recruiting efforts by helping to attract exceptional talent across the organization. TEAM Services Group (“TEAM”) is a national provider of home and personal care services and household employment solutions supporting the known caregiver model, which allows families and individuals with disabilities the freedom to choose the caregivers and service providers working with them in their homes. TEAM is a mission-driven company serving over 110,000 clients and employing over 130,000 caregivers across all 50 states. We operate in a large and growing market and have grown nearly 40% annually since inception through our relentless focus on delivering best-in-class client experience. TEAM is led by a high-performing team passionate about improving access to home-based care in America. The Role : The IT Service Desk Technician II provides hands-on Tier 2 support across TEAM’s hybrid IT environment, supporting users, devices, applications, identity, networking, and service request workflows. This role serves as a key escalation point for Level 1 support and helps ensure IT services remain reliable, consistent, and responsive.
Requirements
- Associate degree, technical certification, or equivalent hands-on experience.
- 2+ years of experience in service desk, desktop support, or IT operations.
- Experience using Jira or a similar ITSM platform for ticket management, queues, workflows, documentation, and escalations.
- Hands-on experience with Microsoft 365, Intune, Active Directory, and Entra ID.
- Experience using Power Automate and PowerShell to automate and streamline IT support activities.
- Strong knowledge of ITSM practices and advanced networking troubleshooting, including DNS, DHCP, VPN, Wi-Fi, routing, firewalls, and LAN/WAN connectivity.
Nice To Haves
- Experience with NinjaOne, CoreView, macOS support, or similar technologies preferred.
Responsibilities
- Provide Tier 2 support for escalated incidents and service requests across users, endpoints, applications, identity, and network connectivity.
- Manage service desk tickets, queues, workflows, documentation, request fulfillment, and escalations using Jira or a similar ITSM platform.
- Support Microsoft 365, Entra ID, Active Directory, and Intune administration, including user access, licensing, authentication, device enrollment, compliance, and application deployment.
- Troubleshoot network connectivity issues involving DNS, DHCP, VPN, wireless, routing, firewalls, and LAN/WAN access.
- Support employee onboarding and offboarding, access requests, workstation readiness, license assignments, and standard endpoint workflows.
- Build and support lightweight automations using Power Automate and PowerShell to streamline recurring IT tasks and improve administrative efficiency.
- Identify recurring issues and improve support processes, troubleshooting documentation, and knowledge base resources while partnering with senior IT staff and vendors on complex issues.
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
- accrued vacation time
- sick time
- 12 paid federal holidays
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
