IT Service Desk Technician II

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 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. Primary 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. This is a hybrid position, with travel to headquarters or brand locations 2-3x per month. What You Bring to the Table: Qualifications 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. Experience with PowerShell, NinjaOne, CoreView, macOS support, or similar enterprise administration tools preferred. Skills Technical troubleshooting Microsoft 365 administration Identity and access management Networking fundamentals ITSM and ticket management Customer service Communication Process improvement What We Bring to the Table: Comprehensive benefits package, including health, dental, vision, 401 K, just to name a few! Wellness Program, Learning and Professional Development Program 24 Hour Home Care is an Equal Opportunity Employer that is proud of its culture of diversity and inclusion. Individuals seeking employment are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. Additionally, 24 Hour Home Care will consider qualified candidates with criminal histories in a manner consistent with the law. By completing this application, you are providing consent to receiving text messages from 24 Hour Come Care and associated vendors at the phone numbers provided. Message and data rates may apply. For California applicants: by applying for this position, you acknowledge and consent to the collection, use, and disclosure of your personal information in accordance with our privacy policy and the California Consumer Privacy Act (CCPA). The expected California Pay Range for this position: $70,000 — $80,000 USD