Hybrid IT Service Desk Technician II: Tier 2 Support

24 Hour Home Care - Corporate Division; Lakewood (CO); Hybrid; USD 36,000 - 41,000; Full time

Benefits offered by this job

Medical, dental & vision for employees

401(k) after 3 months

Wellness program

Learning & development

Life insurance

Long-term disability

Charitable contribution matching

Volunteer time off

Employee assistance program

12 paid federal holidays

Job summary

24 Hour Home Care, part of the TEAM Services Group, is seeking an IT Service Desk Technician II to support a hybrid environment in Lakewood, CO. You will escalate incidents, manage Jira queues, and administer M365, Entra ID, AD, and Intune while automating tasks with Power Automate and PowerShell.

The role requires 2+ years in service desk or IT operations, strong networking troubleshooting, and familiarity with NinjaOne/CoreView.

Qualifications

• 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.

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.

Skills

Tier 2 troubleshooting

IT service management

Microsoft 365 administration

Entra ID & Active Directory

Intune & endpoint management

Power Automate & PowerShell

Customer service & communication

Documentation & process improvement

Escalation management

Tools

NinjaOne

CoreView

Job description

24 Hour Home Care, part of the TEAM Services Group, is seeking an IT Service Desk Technician II to support a hybrid environment in Lakewood, CO. You will escalate incidents, manage Jira queues, and administer M365, Entra ID, AD, and Intune while automating tasks with Power Automate and PowerShell.

The role requires 2+ years in service desk or IT operations, strong networking troubleshooting, and familiarity with NinjaOne/CoreView.