IT Service Desk Technician II

Role Summary We are seeking an IT Service Desk Technician II to support and maintain a hybrid IT environment that includes Microsoft 365, Entra ID, Exchange, Azure, and on‑premises infrastructure. The role focuses on day‑to‑day administration, stability, and support, with selective administration of defined systems and processes under guidance from senior IT staff. This is a hybrid position, with travel to the El Segundo office or brand locations 2‑3 times per month. Responsibilities Respond to and resolve Tier 1 and Tier 2 service desk tickets related to Microsoft 365, identity, email, endpoints, and basic infrastructure. Administer Entra ID (Azure AD) users and groups, including password resets, access updates, role assignments under guidance, and license management. Manage Exchange Online mailboxes, shared mailboxes, distribution groups, and assist with basic mail flow troubleshooting. Perform routine user lifecycle tasks, including onboarding, offboarding, and access changes. Support endpoint management through Intune, including device enrollment, basic compliance enforcement, and configuration troubleshooting. Provide support for hybrid identity environments (on‐prem Active Directory integrated with Entra ID). Troubleshoot common issues related to authentication, email, collaboration tools, VPN access, printers, and end‑user devices. Escalate complex infrastructure, security, or architectural issues to senior IT staff as appropriate. Document incidents, resolutions, and procedures within the ticketing system. Follow established change management and security protocols. Assist with routine system monitoring and basic service health checks. Contribute to maintaining accurate IT documentation and knowledge base articles. Travel to brand locations as needed. Provide support and issue resolution independently for brands across the United States spanning different time zones. Qualifications Associate degree (or equivalent experience) and at least 2 years of experience in an IT service desk or technical support role. Experience supporting Microsoft 365 environments, including user account management and license administration. Working knowledge of Exchange Online, including mailbox management and basic troubleshooting. Experience supporting large environments and associated complex technology stacks (Microsoft Office, CRM, HRIS, MDM, RMM, SIEM, etc.). Experience with Entra ID (Azure AD), including user and group management. Experience supporting on‑premises Active Directory environments preferred. Familiarity with endpoint management tools such as Intune or similar MDM platforms. Basic understanding of Azure fundamentals, primarily from a support and operational perspective. Experience using an ITSM/ticketing system to manage incidents and service requests. Strong troubleshooting skills with the ability to resolve common technical issues independently. Ability to prioritize multiple support requests in a fast‑paced environment. Strong written and verbal communication skills. Detail‑oriented, organized, and collaborative team player. Experience supporting multi‑location or distributed organizations preferred. Healthcare or similarly regulated industry experience preferred. Benefits 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, and long‑term disability coverage. Charitable contribution matching, volunteer time off, and employee assistance program. Accrued vacation time and sick time, with 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 regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. 24 Hour Home Care will also consider qualified candidates with criminal histories in a manner consistent with the law. By completing this application, you are providing consent to receiving text messages from 24 Hour Home Care and associated vendors at the phone numbers provided. Message and data rates may apply. 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: $60,000 USD – $75,000 USD. #J-18808-Ljbffr 24 Hour Home Care