Hybrid IT Service Desk Technician II — Tier 2 Support

24 Hour Home Care - Corporate Division; Lakewood (OH); Hybrid; USD 74,045,000 - 85,418,000; Full time

Benefits offered by this job

Company-sponsored medical, dental, and

vision plan for employees and depend1

401(k) after 3 months

wellness program

learning development program

life insurance

long-term disability

charitable contribution matching

volunteer time off

paid federal holidays

Job summary

24 Hour Home Care - Corporate Division is seeking an IT Service Desk Technician II to provide Tier 2 support in a hybrid environment, assisting users, devices, applications, and networks. You will manage Jira-based workflows, support M365, Entra ID, AD, and Intune, and automate routine tasks with Power Automate and PowerShell.

You will contribute to onboarding/offboarding processes, incident escalation, and knowledge-base enhancements, collaborating with senior IT staff and vendors on complex

Qualifications

• 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.

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

Jira

Microsoft 365 administration

Entra ID

Active Directory

Intune

Power Automate

PowerShell

Network troubleshooting

Customer service

Documentation & process improvement

Escalation management

Education

Associate degree or equivalent hands-on experience

Tools

Jira

Microsoft 365

Entra ID

Active Directory

Intune

Power Automate

PowerShell

Job description

24 Hour Home Care - Corporate Division is seeking an IT Service Desk Technician II to provide Tier 2 support in a hybrid environment, assisting users, devices, applications, and networks. You will manage Jira-based workflows, support M365, Entra ID, AD, and Intune, and automate routine tasks with Power Automate and PowerShell.

You will contribute to onboarding/offboarding processes, incident escalation, and knowledge-base enhancements, collaborating with senior IT staff and vendors on complex