Frontline IT Service Desk Technician I

24 Hour Home Care; Philadelphia (Philadelphia County); On-site; USD 32,000 - 36,000; Full time

Benefits offered by this job

Company-sponsored medical, dental, and

401(k) after 3 months

wellness and learning development

life insurance and long‑term DI

charitable contribution matching

12 paid federal holidays

Job summary

24 Hour Home Care in Philadelphia seeks a Level 1 Service Desk Technician to deliver front-line IT support for employees, troubleshoot workstations, and assist with onboarding and offboarding. You will resolve common incidents, manage tickets, and support Microsoft 365 apps in a fast-paced office environment.

Ideal candidates have 1–3 years in IT support, familiarity with Jira/ITSM, and solid knowledge of AD/Entra ID, Intune, and endpoint management tools.

Qualifications

• Associate degree, certification, or equivalent hands‑on experience.
• 1–3 years of experience in service desk, desktop support, help desk, or IT support.
• Experience with Jira, ServiceNow, Zendesk, Freshservice, or a similar ticketing platform.
• Working knowledge of Microsoft 365 and hands‑on experience supporting Windows laptops and desktops.
• Basic knowledge of Active Directory, Entra ID, user access, and common networking concepts.
• Experience with Intune, NinjaOne, or similar endpoint management tools preferred.
• CompTIA A+, Network+, Microsoft 365 Fundamentals, or similar certification preferred.

Responsibilities

• Provide Level 1 support for incidents and service requests involving users, workstations, Microsoft 365 applications, printers, phones, peripherals, and basic network connectivity.
• Triage, document, prioritize, and manage tickets using Jira or a similar ITSM platform, escalating more complex issues as appropriate.
• Support Microsoft 365, including Outlook, Teams, OneDrive, SharePoint, password resets, MFA, shared mailboxes, and access requests.
• Support employee onboarding and offboarding, account setup, license assignments, workstation preparation, equipment deployment, and equipment recovery.
• Set up and troubleshoot laptops, desktops, monitors, docking stations, mobile devices, printers, conference room technology, and other office equipment.
• Troubleshoot common connectivity issues involving Wi-Fi, Ethernet, VPN, DNS, printers, and network-connected devices.
• Maintain accurate documentation, asset records, troubleshooting guides, and knowledge base resources while following established IT security and support procedures.

Skills

Customer service

Troubleshooting

Communication

Documentation

Education

Associate degree or equivalent certification

CompTIA A+/Network+ or Microsoft 365 Fundamentals

Tools

Jira

ServiceNow

Zendesk

Freshservice

Intune

NinjaOne

Job description

24 Hour Home Care in Philadelphia seeks a Level 1 Service Desk Technician to deliver front-line IT support for employees, troubleshoot workstations, and assist with onboarding and offboarding. You will resolve common incidents, manage tickets, and support Microsoft 365 apps in a fast-paced office environment.

Ideal candidates have 1–3 years in IT support, familiarity with Jira/ITSM, and solid knowledge of AD/Entra ID, Intune, and endpoint management tools.