IT Support Specialist

Position Overview

We are seeking a motivated, customer-focused IT Support Specialist to join the Ceresti Health corporate IT team. This role is responsible for providing first-line technical support to internal employees across hardware, software, Apple macOS devices, and Microsoft 365 applications—ensuring our team has the technology they need to perform at their best. This is a primarily remote position, though the role will require occasional on‑site travel to our Massachusetts-based Fulfillment Center to perform upgrades, maintenance, and hands‑on technical support as needed.

As part of a fast‑paced healthcare environment, you will gain hands‑on experience with modern cloud tools, endpoint management systems, mobile device management, and collaboration platforms. The ideal candidate is a skilled problem‑solver who communicates effectively and embodies Ceresti's core values.

• Serve as the first point of contact for internal IT support requests, resolving hardware, software, and connectivity issues promptly.
• Document, track, and monitor support tickets using applicable systems and tools.
• Perform root‑cause analysis on recurring issues and develop checklists and preventive procedures.
• Escalate complex or unresolved issues to the IT Engineer as appropriate.
• Collaborate with vendors and external support groups to resolve hardware and software issues.
• Create and maintain Knowledge Base articles for supported applications.
• Assist with new hire IT onboarding and employee technology training.
• Travel as needed to the Massachusetts-based Fulfillment Center to perform on‑site hardware upgrades, maintenance, and infrastructure support.

• Provide support for Apple macOS devices (Mac Books) used by corporate employees.
• Enroll, configure, and manage macOS devices using Mobile Device Management (MDM) platforms, including Mosyle and Intune.
• Troubleshoot connectivity, application, and configuration issues.
• Apply updates, patches, and security policies in line with company standards.
• Support integration of Apple devices with corporate systems including Microsoft 365.

• Provide end‑user support for the Microsoft 365 suite including Outlook, Teams, SharePoint, One Drive, Word, Excel, and PowerPoint.
• Administer Microsoft 365 user accounts, licenses, and permissions via the Microsoft 365 Admin Center.
• Troubleshoot email, calendar, and collaboration issues within Teams and Outlook.
• Support SharePoint site management and One Drive file synchronization issues.
• Assist with Microsoft Teams meeting setup, call quality troubleshooting, and conference room technology.
• Implement and enforce Microsoft 365 security and compliance policies in coordination with IT leadership.

• Support and administer cloud‑based VoIP systems, including Ring Central or equivalent platforms.
• Troubleshoot call quality, configuration, and user access issues across the organization's phone and unified communications environment.

• 2‑3 years of IT support, helpdesk, or systems administration experience.
• Demonstrated hands‑on experience supporting Apple macOS devices in a corporate environment.
• Proficiency in Microsoft Office 365 applications and the Microsoft 365 Admin Center.
• Experience with Mobile Device Management (MDM) platforms such as Mosyle and Microsoft Intune.
• Strong troubleshooting and problem‑solving skills across hardware, software, and network environments.
• Excellent verbal and written communication skills with the ability to explain technical concepts to non‑technical users.
• Strong time management and multitasking abilities in a fast‑paced environment.
• Passionate about delivering an outstanding internal customer service experience.

• Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field.
• Apple Certified Support Professional (ACSP) or equivalent iOS/macOS certification.
• Microsoft 365 Certified:
  Fundamentals (MS‑900) or Modern Desktop Administrator Associate (MD‑102).
• Experience with endpoint management tools such as Microsoft Endpoint Configuration Manager or Jamf Pro.
• Familiarity with IT security best practices and compliance requirements in a healthcare setting.
• Prior experience in a healthcare or similarly regulated environment is a plus.