IT Service Desk Technician II

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., * 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.

This is a hybrid position, coming into the Lakewood, CO office 2x per week., 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.

Qualified applicants with criminal history will be considered for employment in accordance with California Fair Chance Act and the Los Angeles County Fair Chance Ordinance for Employers, ensuring individuals with criminal history have fair and equitable access to opportunities for gainful employment in the unincorporated areas of LA County.

Upon review, should criminal history have a direct, adverse, and negative relationship, 24 Hour Home Care will conduct an Individualized Assessment and provide a Preliminary Notice of Adverse Action; specifying the laws or regulations that impose such restrictions. At which point, 24 Hour Home Care will review the prospective hire’s written response and mitigating circumstances before making a final decision. Should withdrawal of a conditional offer of employment be determined, 24 Hour Home Care will provide a copy of the Second Individualized Assessment.

• 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.
• Experience with NinjaOne, CoreView, macOS support, or similar technologies preferred.

Skills

• Tier 2 technical troubleshooting
• IT service management and Jira
• Microsoft 365 administration
• Entra ID and Active Directory
• Intune and endpoint management
• Power Automate and PowerShell
• Network troubleshooting
• Customer service and communication
• Documentation and process improvement
• Problem solving and escalation management

• 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

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.