Job Description

Job Title: IT Service Desk Technician

Reports To: Manager, IT Support

Employment Type: Full-Time

Workplace Type: Hybrid

The Celito Team

The Celito Team architects the buildout of simplified, integrated, and compliant technology stacks. With both consulting and products, our expertise can help our customers save time and money as they move from strategic Clinical & Quality management all the way to widespread and profitable commercialization.

Job Overview

In this customer-facing role, the IT Service Desk Technician will play a key role in supporting our clients as the primary point for service calls and emails, tackling common and challenging issues. The role will also provide top-tier customer service and subject matter support in an onsite and/or remote environment. This position will provide troubleshooting and technical expertise to drive high first-call resolution.

Responsibilities and Duties:

• Initial point of contact for all IT related incidents and requests
• Work within ticketing system to provide clients with timely and meaningful updates
• Troubleshoot IT related issues remotely or in person and escalate any unsolved issues
• Image laptops (Windows OS and MacOS) and customize with company applications
• Support both Windows and Mac systems
• Document IT procedures, create runbooks and reports
• Continually improve IT support processes
• Onboard and offboard users on multiple platforms
• Train new hires on policies, procedures and technical skills
• Support with conference room AV
• Troubleshoot printers and Wired/Wireless networks
• Other duties, project work and responsibilities as assigned

Requirements:

• 3+ years of experience with troubleshooting end-user issues and processing service requests as part of a service desk team
• Experience working in an IT Service Management platform or Help Desk ticketing system
• Senior or Team Lead experience in a Managed Service Provider (MSP) environment is a plus
• Experience with documentation and procedure design
• Technical certifications and/or related college coursework/degree (CompTIA, ACMT, HDI) a plus
• Strong knowledge of Windows OS and Mac OS
• Strong knowledge of end-user hardware (PCs, office peripherals, Android/iOS devices)
• Experience in the following systems (Office 365, Okta, Zoom, SharePoint, CrashPlan, Druva InSync, CrowdStrike, Mimecast, DocuSign)
• Excellent customer service, communication and interpersonal skills
• Able to travel and work at customer sites as needed

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