IT Service Desk Representative II (Service Desk Rep II) - HYBRID

About Net Health

Belong. Thrive. Make a Difference.

Are you looking for a meaningful and satisfying career where you have endless opportunities to grow and be financially rewarded? Net Health may be the perfect place for you.

A high-growth and profitable company, we help caregivers harness data for human health. We also honor and respect the needs of our Net Health family and staff, which is why we offer a work-from-anywhere environment and unlimited PTO. Our welcoming and collaborative culture paired with progressive benefits makes Net Health the ultimate career home!

As a leading-edge SaaS company in healthcare, we deliver solutions that help patients get better, faster, and live more fulfilling lives. Our software and predictive analytics cover the continuum of care, from hospital-to-home, across various medical specialties. Come join us and start the next chapter of your exciting career while helping others to live better lives.

World-Class Benefits That Reflect Our World-Class Culture.

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#WorkFromAnywhere #UnlimitedPTO #ComprehensiveBenefitsPackage #EmployeeResourceGroups #CasualDressCode #PrioritizedEmployeeWellness #DiversityAndInclusion #AVoice #NewHireSupport #CareerDevelopment #EducationalAssistance #EmployeeReferralBonus #ProgressiveParentalLeave

JOB OVERVIEW

Net Health is looking for a Level II IT Service Desk Representative to deliver reliable, hands-on support to our internal workforce. The IT Service Desk supports nearly every technology platform Net Health employees depend on to do their jobs, including endpoint management, identity and access, Microsoft 365, device patching, and our enterprise AI environment. As a Level II representative, this person independently resolves the majority of day-to-day support requests, handles intermediate technical issues, and escalates complex or ambiguous problems to Level III staff, working within established policies, configurations, and procedures.

Net Health is a fully remote, HITRUST and SOC 2 regulated healthcare technology company, so reliability, sound judgment, and a security-conscious mindset matter in everything we do. The right person for this role is dependable, takes initiative, follows through on what they pick up, and looks for ways to prevent recurring issues rather than simply working the queue. The exact balance of responsibilities will evolve to meet the needs of the business. This position is based in the Pittsburgh, Pennsylvania metro area and is not fully remote. The person must live within commuting distance and work onsite 3 days per week to manage equipment and support in-person needs.

RESPONSIBILITIES AND DUTIES

• Escalation and Technical Support
• • Serve as a primary point of contact for incoming support requests, resolving common and intermediate issues and escalating complex or ambiguous problems to Level III staff with clear, useful detail.
  • Resolve hardware, operating system, application, network, and access issues for a fully remote workforce, restoring service promptly and following up to confirm resolution.
  • Work toward understanding the cause of recurring issues, and flag candidates for permanent fixes to Level III staff and the Enterprise Technology Manager.
  • Coordinate with Level III staff on issues that cross team boundaries, providing clear technical detail and accurate handoffs.
  • Maintain accurate, well-documented ticket records that support trend analysis, audit evidence, and clean handoffs.
• Endpoint and Device Management
  • Perform day-to-day device management tasks in Microsoft Intune, including device enrollment, running Windows Autopilot provisioning, and deploying applications within established policies, escalating configuration or policy changes to Level III staff.
  • Support macOS devices managed through Microsoft Intune, including enrollment and routine troubleshooting, escalating configuration changes to Level III staff.
  • Support the endpoint patching program by monitoring deployment status and remediating failed or non-compliant devices under established schedules and rings.
  • Help track and remediate endpoint vulnerabilities as directed, and assist with patch compliance reporting against defined targets.
    Support endpoint security tooling, including antivirus and EDR agents, disk encryption, and device health, verifying that devices meet policy before they reach a user.
  • Carry out hardware lifecycle and asset management, including receiving and processing returned devices, imaging and preparing equipment, shipping devices to remote employees, maintaining inventory accuracy, and securely decommissioning hardware with proper data destruction in accordance with company data-handling and asset-tracking procedures.
• Identity, Microsoft 365, and SaaS Administration
  • Perform routine Microsoft 365 administration across Exchange Online, Teams, SharePoint, and OneDrive, handling standard user and mailbox requests and escalating tenant-level or policy changes to Level III staff.
  • Execute onboarding and offboarding (user account creation and deactivation) with precision and speed, ensuring access is provisioned correctly on day one and fully revoked on the day of departure.
  • Assist with license assignment and flag unused or misallocated licenses for review.
• Enterprise AI Environment
  • Perform routine enterprise AI platform tasks, including user provisioning and seat assignments within established roles.
  • Serve as the first line of enablement for employees adopting AI tooling, including onboarding sessions, documentation, and practical day-to-day guidance.
• Service Quality and Continuous Improvement
  • Support Service Desk Representatives I by sharing knowledge and answering questions, and contribute to a collaborative team environment.
  • Contribute to the knowledge base by documenting solutions and keeping articles current, so a problem solved once can be solved faster the next time.
  • Use existing scripts and documented procedures to handle routine work efficiently, with a willingness to learn PowerShell and Microsoft Graph over time.
  • Identify recurring issues and share observations that could improve self-service, deflection, and first-contact resolution.
  • Follow and help evidence security and compliance controls in support of HITRUST and SOC 2, including access reviews, change documentation, and audit requests.

QUALIFICATIONS

• Minimum education level is a High School diploma or GED. A degree in a technical field, or relevant certifications such as Microsoft 365 Certified:
• Endpoint Administrator, Identity and Access Administrator, or ITIL, are preferred.
• Must reside within commuting distance of the Pittsburgh, Pennsylvania metro area and be able to work onsite 3 days per week. This role is not fully remote.
• Typically requires 1 to 3 years of related IT support experience.
• Hands-on experience with Microsoft Intune for day-to-day device management, including enrollment, application deployment, and Autopilot provisioning.
• Working experience with Microsoft 365 and Entra ID, including user and group management, license assignment, and MFA.
• Experience supporting endpoint patching or compliance activities.
• Comfort running existing scripts and a willingness to develop PowerShell and
• Microsoft Graph skills.
• Solid troubleshooting skills on Windows endpoints, with familiarity with macOS in a managed environment and basic knowledge of mobile device management.
• Solid networking fundamentals, including DNS, DHCP, VPN, and Wi-Fi, sufficient to diagnose issues across a distributed remote workforce.
• Clear written and verbal communication and a customer-focused, professional manner.
• Sound independent judgment regarding risk, urgency, and when to escalate.
• Experience supporting a regulated or healthcare environment, with awareness of HITRUST, SOC 2, or HIPAA control expectations, is preferred.
• Experience administering enterprise AI or other emerging technology platforms is a plus.

REQUIRED SOFTWARE EXPERIENCE

• Windows 11 and Microsoft 365, including Exchange Online, Teams, SharePoint, and OneDrive
• Microsoft Intune and Windows Autopilot
• Microsoft Entra ID (Azure AD), including user, group, and MFA management
• PowerShell and Microsoft Graph (exposure or willingness to learn)
• Endpoint security, patch management, and asset management tooling
• Enterprise service management and ticketing platforms
• Enterprise AI platforms and SSO-integrated SaaS applications

Note: This job description is not intended to be all-inclusive. Employees may perform other related duties as requested to meet the ongoing needs of the organization.

Salary Range: $19.50 - $24.38 USD

A word on Al-assisted candidate fraud & deepfakes: Our company maintains a zero-tolerance policy for the use of Al tools to misrepresent a candidate's skills, experience, or qualifications during the hiring process. We utilize advanced screening methods to detect such practices and reserve the right to disqualify and report candidates who violate this policy.