Service Desk Technician

Job Description

Job Description

Position: Service Desk Technician
Location: Raleigh, NC or Wilmington, NC
Job Type: Full Time, Salary

Celito Communications is seeking a Service Desk Technician who is a customer-focused, motivated IT professional who thrives in a fast-paced Managed Service Provider (MSP) environment. The ideal candidate is a strong problem solver with excellent communication skills, a passion for technology, and a commitment to delivering exceptional customer service.

The Service Desk Technician is responsible for providing exceptional technical support and customer service to clients. This role serves as the primary point of contact for IT support requests, troubleshooting technical issues, managing service tickets, maintaining tickets, documentation, and ensuring timely resolution of client concerns. The ideal candidate is customer-focused, technically proficient, and committed to delivering a high-quality support experience while meeting service level objectives and contributing to the success of the team.

Responsibilities:
• Serve as the primary point of contact for client support requests.
• Troubleshoot and resolve hardware, software, Microsoft 365, and network-related issues.
• Manage and update service tickets while meeting SLA requirements.
• Escalate complex issues when appropriate and coordinate resolutions.
• Document support activities, solutions, and client communications.
• Provision and support user accounts, devices, and applications.
• Monitor client environments and address alerts through RMM tools.
• Support onboarding, offboarding, and routine IT administrative tasks.
• Communicate proactively with clients regarding issue status and resolution.
• Maintain security best practices and compliance standards.
• Collaborate with internal teams to support projects and client initiatives.
• Continuously develop technical skills and contribute to process improvements. Resolve intermediate to complex hardware, software, network, and application issues with minimal supervision.
• Perform advanced troubleshooting and root cause analysis for recurring incidents.
• Manage and prioritize multiple support requests based on business impact and urgency.
• Participate in onboarding and training of new service desk team members.
• Create, maintain, and enhance technical documentation, knowledge articles, and standard operating procedures.
• Assist with endpoint management, software deployment, patching, and device lifecycle activities.
• Monitor service desk queues and help ensure compliance with established SLAs and service targets.
• Identify trends in incident data and recommend process improvements to reduce recurring issues.
• Support small to medium IT projects, system upgrades, technology rollouts, and testing activities.
• Participate in after-hours support and on-call.

Core Skills and Attributes:
• Windows desktop and server support
• Basic networking (DNS, DHCP, VLANs, VPNs, Routing)
• Endpoint management and security tools
• Backup and disaster recovery solutions
• Email troubleshooting (Exchange Online, Outlook)
• Remote support and RMM platforms
• Understanding of cybersecurity best practices
• Documentation and knowledge base management

Required Qualifications:
• Associate degree in Information Technology, Computer Science, or related field, or equivalent experience.
• 2-3 years of experience in a service desk, help desk, or technical support role.
• Strong knowledge of Windows operating systems, Microsoft 365, endpoint management tools, and networking fundamentals.
• Experience supporting Active Directory, Microsoft Entra ID, device management platforms, and enterprise applications.
• Demonstrated ability to independently diagnose and resolve complex technical issues.
• Working knowledge of IT service management processes and ticket lifecycle management.
• Knowledge of endpoint management solutions such as Microsoft Intune, Datto RMM, or similar tools.

Preferred Qualifications:
• Experience working in a Managed Service Provider (MSP) environment.
• Industry certifications such as CompTIA A+, Network+, Security+, Microsoft, or ITIL certifications.
• Experience supporting Microsoft 365, Entra ID (Azure AD), and Windows environments.
• Familiarity with PSA and RMM platforms such as ConnectWise, Datto RMM, NinjaOne, or Kaseya.
• Basic networking knowledge, including DNS, DHCP, VPNs, and VLANs.
• Experience with cybersecurity tools and best practices.
• Knowledge of cloud technologies, backup and disaster recovery solutions, and endpoint management.
• Experience with user onboarding, offboarding, and device deployment.
• Strong documentation, organization, and time management skills.
• Ability to work independently while collaborating effectively with a team.
• Demonstrated commitment to continuous learning and professional development.

Benefits Include:
• Competitive Salary Commensurate with Experience
• Medical, Dental, and Vision
• Life and Disability
• Flexible Spending Accounts
• 401K with Match
• Personal Time Off (PTO), and Holiday Pay
•Supplemental Benefits - Accident, Critical Illness, Hospital Care

Why This Role?
Hiring a Service Desk Technician is important to ensure Celito can continue to deliver a high level of service as the client base grows. This role provides the capacity needed to maintain responsiveness, meet service commitments, and deliver a consistent customer experience. By handling day-to-day support requests and serving as the frontline resource for client issues, the Service Desk
Technician helps prevent delays, reduces the risk of customer dissatisfaction, and strengthens long-term client relationships. Additionally, this position allows senior engineers and project teams to remain focused on complex technical initiatives and strategic business objectives, improving overall operational efficiency. Ultimately, the role serves as a critical foundation for scalable growth, client retention, and the successful delivery of managed services.

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