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 is part of the TEAM Services Group family of companies. As a shared Talent Acquisition function, we are proud to support TEAM's recruiting efforts by helping to attract exceptional talent across the organization.

TEAM Services Group ("TEAM") is a national provider of home and personal care services and household employment solutions supporting the known caregiver model, which allows families and individuals with disabilities the freedom to choose the caregivers and service providers working with them in their homes.

TEAM is a mission-driven company serving over 110,000 clients and employing over 130,000 caregivers across all 50 states. We operate in a large and growing market and have grown nearly 40% annually since inception through our relentless focus on delivering best-in-class client experience. TEAM is led by a high-performing team passionate about improving access to home-based care in America.

The Role

The Level 1 Service Desk Technician provides front-line, hands-on IT support for employees at TEAM’s Philadelphia office. This user-facing role focuses on resolving common service desk requests, troubleshooting workstations and office technology, supporting employee onboarding and offboarding, and providing timely, professional support to users across all levels of technical experience.

Primary 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.

What You Bring to the Table:

Qualifications

• Associate degree, technical 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.

Skills

• Level 1 technical troubleshooting
• Customer service and user support
• IT ticketing and Jira
• Microsoft 365
• Windows endpoint support
• Active Directory and Entra ID
• Basic network troubleshooting
• Hardware and peripheral support
• Documentation and asset tracking
• Communication and problem solving

What We Bring to the Table:

• Company-sponsored medical, dental, and vision plan for employees and their dependents
• 401(k) participation after 3 months of continuous service
• wellness program, learning development program
• life insurance, long‑term disability coverage
• charitable contribution matching, volunteer time off, and employee assistance program
• In addition to accrued vacation time and sick time, TEAM recognizes 12 paid federal holidays

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.

Qualified applicants with criminal history will be considered for employment in accordance with California Fair Chance Act and the Los Angeles County Fair Chance Ordinance for Employers, ensuring individuals with criminal history have fair and equitable access to opportunities for gainful employment in the unincorporated areas of LA County.

Upon review, should criminal history have a direct, adverse, and negative relationship, 24 Hour Home Care will conduct an Individualized Assessment and provide a Preliminary Notice of Adverse Action; specifying the laws or regulations that impose such restrictions. At which point, 24 Hour Home Care will review the prospective hire’s written response and mitigating circumstances before making a final decision. Should withdrawal of a conditional offer of employment be determined, 24 Hour Home Care will provide a copy of the Second Individualized Assessment.

Individuals have the right to reach out to the LA County Department of Business and Consumer Affairs to file a complaint or if you require additional information.

• By Email: [e-mail]
• By Web: https://dcba.lacounty.gov/contact-us/
• By Phone: [phone]

For California applicants: by applying for this position, you acknowledge and consent to the collection, use, and disclosure of your personal information in accordance with our privacy policy and the California Consumer Privacy Act (CCPA).

The expected California Pay Range for this position:: $22.78 USD - $26.21 USD