IT Service Desk Technician II

THE ROLE:

Role Summary: 

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. 

What you will do: 

• 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 

This is a hybrid position, with travel to El Segundo office or brand locations 2-3x month.

WHAT YOU BRING TO THE TABLE:

What we are looking for: 

• 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 

• Experience supporting multi-location or distributed organizations preferred 

• Healthcare or similarly regulated industry experience preferred 

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.  

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