Service Desk Technician
No salary listed
Junior
Associate's
Raleigh, NC, USA+1 moreMore locations: Wilmington, NC, USA
In Person
IT OperationsIT Service Desk & End User Support
About the job
Requirements
- An Associate degree in Information Technology, Computer Science, or a related field, or equivalent experience is required.
- Two to three years of experience in a service desk, help desk, or technical support role is required.
- Strong knowledge of Windows operating systems, Microsoft 365, endpoint management tools, and networking fundamentals is required.
- Experience supporting Active Directory, Microsoft Entra ID, device management platforms, and enterprise applications is required.
- The ability to independently diagnose and resolve complex technical issues is required.
- Working knowledge of IT service management processes and ticket lifecycle management is required.
- Knowledge of endpoint management solutions such as Microsoft Intune, Datto RMM, or similar tools is required.
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 service-level agreement 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 remote monitoring and management 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 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 service-level agreements 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 coverage.
Desired Qualifications
- Experience working in a Managed Service Provider environment.
- Industry certifications such as CompTIA A+, Network+, Security+, Microsoft, or Information Technology Infrastructure Library certifications.
- Experience supporting Microsoft 365, Microsoft Entra ID, and Windows environments.
- Familiarity with professional services automation and remote monitoring and management 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.
About the company
Celito provides technology solutions for businesses, including high-speed fiber internet, VoIP telecom, and IT consulting. It offers turnkey services such as remote monitoring, network design, help desk support, and cloud services, with subscription-based internet/telecom and project-based IT work. Its fiber internet has customizable speeds and VoIP is managed as a service, while IT projects are delivered with local support. The company differentiates itself by bundling connectivity, communication, and IT services under one local provider for reliable, predictable costs.
Company Size
11-50
Company Stage
N/A
Total Funding
N/A
Headquarters
Raleigh, North Carolina
Founded
1999
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Simplify's Take
What believers are saying
- Celito's June 2026 website emphasizes owned fiber and 24/7 support, signaling active operations.
- MDU services launched in 2025 expand recurring revenue across apartments, condos, and townhomes.
- Microsoft Copilot and Duo partnerships position Celito as a higher-value IT modernization vendor.
What critics are saying
- Google Fiber and AT&T Fiber undercut Raleigh pricing and speeds through 2026.
- M/C Partners' 2023 investment pressures Celito toward aggressive growth before a 2027 exit.
- Any fiber overbuild or prolonged outage destroys Celito's local reliability advantage and customer trust.
What makes Celito Communications unique
- Celito owns its fiber network, preserving control over service quality and margins.
- NC State Centennial Campus PSP status anchors sticky enterprise relationships in Raleigh.
- Its bundled Managed IT, VoIP, data center, and MDU stack reduces vendor sprawl.
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Benefits
- Health Insurance
- Dental Insurance
- Vision Insurance
- 401(k) with company match
- Paid Time Off
- Paid Holidays
- Professional Development Budget