IT Service Desk Technician

The Celito TeamThe 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 OverviewIn 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 requestsWork within ticketing system to provide clients with timely and meaningful updatesTroubleshoot IT related issues remotely or in person and escalate any unsolved issuesImage laptops (Windows OS and MacOS) and customize with company applicationsSupport both Windows and Mac systemsDocument IT procedures, create runbooks and reportsContinually improve IT support processesOnboard and offboard users on multiple platformsTrain new hires on policies, procedures and technical skillsSupport with conference room AVTroubleshoot printers and Wired/Wireless networksOther duties, project work and responsibilities as assignedRequirements:3+ years of experience with troubleshooting end-user issues and processing service requests as part of a service desk teamExperience working in an IT Service Management platform or Help Desk ticketing systemSenior or Team Lead experience in a Managed Service Provider (MSP) environment is a plusExperience with documentation and procedure designTechnical certifications and/or related college coursework/degree (CompTIA, ACMT, HDI) a plusStrong knowledge of Windows OS and Mac OSStrong 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 skillsAble to travel and work at customer sites as needed