IT Service Desk Associate I - Frontline Tech Support

24Hr HomeCare, LLC; Philadelphia, Northern (Philadelphia County, KY); Hybrid; USD 30,000 - 36,000; Full time

Benefits offered by this job

Medical, dental, and vision plans

401(k) after 3 months

Wellness program

Life insurance

Long-term disability

Charitable contribution matching

Volunteer time off

12 paid federal holidays

Job summary

24 Hour Home Care seeks a Level 1 Service Desk Technician to provide front-line IT support for employees in our Philadelphia office. You will resolve standard requests, troubleshoot workstations, assist onboarding/offboarding, and maintain documentation while following security procedures.

You’ll triage tickets in Jira, support Microsoft 365 apps, and help with network connectivity and device deployments. Prior service desk experience and relevant certifications are preferred.

Qualifications

• 1–3 years of IT service desk or desktop support experience.
• Experience with Jira, ServiceNow, Zendesk, Freshservice, or similar ticketing.
• Working knowledge of Microsoft 365; support Windows laptops/desktops.
• Basic knowledge of Active Directory/Entra ID and networking concepts.
• Certifications like CompTIA A+/Network+ or Microsoft 365 Fundamentals 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

Level 1 troubleshooting

Customer service

Jira

Microsoft 365

Active Directory

Networking basics

Documentation

Communication

Education

CompTIA A+/Network+ or MS 365 Fundamentals (preferred)

Tools

Jira

ServiceNow

Zendesk

Freshservice

Intune

NinjaOne

Job description

24 Hour Home Care seeks a Level 1 Service Desk Technician to provide front-line IT support for employees in our Philadelphia office. You will resolve standard requests, troubleshoot workstations, assist onboarding/offboarding, and maintain documentation while following security procedures.

You’ll triage tickets in Jira, support Microsoft 365 apps, and help with network connectivity and device deployments. Prior service desk experience and relevant certifications are preferred.