IT Service Desk Technician I

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