Client-Facing IT Service Desk Technician (Hybrid, SF Bay)

Celito Tech, Inc.; San Francisco (CA); Hybrid; USD 65,000 - 90,000; Full time

Job summary

Celito Tech, Inc. is seeking an IT Service Desk Technician to be the primary contact for client IT issues in a hybrid work environment in the San Francisco Bay Area. The role emphasizes high first-call resolution and excellent customer service across onsite and remote support.

You will troubleshoot end-user problems, image laptops for Windows and Mac, and assist with AV, printers, and network issues while documenting procedures and advancing IT support processes.

Qualifications

• 3+ years of experience troubleshooting end-user issues in a service desk.
• Experience with IT service management platforms or ticketing systems.
• Senior or team lead experience in an MSP environment is a plus.
• Experience documenting procedures and creating runbooks.
• Relevant certifications or coursework (CompTIA, ACMT, HDI) are a plus.
• Strong knowledge of Windows and Mac operating systems.
• Proficient with end-user hardware and peripherals.
• Familiarity with Office 365, Okta, Zoom, SharePoint, and security/backup tools.

Responsibilities

• Serve as the primary point of contact for IT incidents and requests.
• Use the ticketing system to provide timely updates.
• Troubleshoot remotely or onsite and escalate unresolved issues.
• Image and configure laptops (Windows and Mac) with company apps.
• Support Windows and Mac workstations and printers.
• Document IT procedures and create runbooks.
• Help onboard/offboard users and train new hires on policies.
• Assist with conference room AV and network issues.
• Contribute to process improvements in IT support.
• Travel to customer sites as needed.

Skills

End-user support

Service desk experience

MSP experience

Documentation

Windows OS

MacOS

Customer service

Communication skills

Travel willingness

Education

Certifications or coursework: CompTIA, ACMT, HDI

Tools

Office 365

Okta

Zoom

SharePoint

CrashPlan

Druva InSync

CrowdStrike

Mimecast

DocuSign

Job description

Celito Tech, Inc. is seeking an IT Service Desk Technician to be the primary contact for client IT issues in a hybrid work environment in the San Francisco Bay Area. The role emphasizes high first-call resolution and excellent customer service across onsite and remote support.

You will troubleshoot end-user problems, image laptops for Windows and Mac, and assist with AV, printers, and network issues while documenting procedures and advancing IT support processes.