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

Net Health is a high-growth, profitable SaaS company in healthcare that delivers solutions to 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. We offer a welcoming, collaborative culture with progressive benefits, a work-from-anywhere environment, and unlimited PTO.

About the role

Net Health is looking for a Level II IT Service Desk Representative to deliver reliable, hands-on support to our internal workforce. This role supports nearly every technology platform employees depend on, including endpoint management, identity and access, Microsoft 365, device patching, and our enterprise AI environment. As a Level II representative, you will independently resolve most day-to-day support requests, handle intermediate technical issues, and escalate complex problems to Level III staff. The role requires a security-conscious mindset, reliability, and initiative to prevent recurring issues. This position is hybrid, based in the Pittsburgh, Pennsylvania metro area, with onsite work required 3 days per week.

Responsibilities

• 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.
  • Identify 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.
  • Support macOS devices managed through Microsoft Intune, including enrollment and routine troubleshooting.
  • 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 and assist with patch compliance reporting against defined targets.
  • Support endpoint security tooling, including antivirus and EDR agents, disk encryption, and device health, verifying compliance before devices reach users.
  • 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.
• Identity, Microsoft 365, and SaaS Administration
  • Perform routine Microsoft 365 administration across Exchange Online, Teams, SharePoint, and OneDrive, handling standard user and mailbox requests.
  • 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 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, contributing to a collaborative team environment.
  • Contribute to the knowledge base by documenting solutions and keeping articles current.
  • 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 (e.g., 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.
• 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 (e.g., HITRUST, SOC 2, or HIPAA) is preferred.
• Experience administering enterprise AI or other emerging technology platforms is a plus.

Required Software Experience

• Windows 11 and Microsoft 365 (Exchange Online, Teams, SharePoint, 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

Benefits

• Work-from-anywhere environment
• Unlimited PTO
• Comprehensive benefits package
• Employee resource groups
• Casual dress code
• Prioritized employee wellness programs
• Diversity and inclusion initiatives
• New hire support and career development opportunities
• Educational assistance
• Employee referral bonus
• Progressive parental leave

Pay

$19.50 - $24.38 USD per hour

Schedule

Hybrid schedule with 3 days per week onsite in the Pittsburgh, Pennsylvania metro area.