Service Desk Technician

Position

Service Desk Technician

Raleigh, NC or Wilmington, NC

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.

• 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.

• 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

• 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 , 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.

• 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  (Azure AD), and Windows environments.
• Familiarity with PSA and RMM platforms such as Connect Wise, Datto RMM, Ninja One, 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.

• 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

Hiring aService Desk Technician is important to ensure Celito can continue to deliver a high level of service as the…