IT Support Specialist

1 week ago


Redwood City, California, United States Celito Tech, Inc. Full time
About the Role

Celito Tech, Inc. is seeking a skilled IT Service Desk Technician to join our team. As a key member of our support team, you will be responsible for providing top-notch customer service and technical expertise to our clients.

Key Responsibilities
  • 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
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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