IT Service Desk Technician - San Francisco, Bay Area

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

Workplace Type: Hybrid (strong preference for candidates based in the San Francisco Bay Area.)

The Celito Team

Celito is a tech-enabled life sciences focused company delivering standardized platforms and accelerators that help biotech organizations streamline operations, reduce risk, and scale from early research through commercialization.

Job Overview

In this customer-facing role, the IT Service Desk Technician will play a key role in supporting our clients as the primary point for service calls and emails, tackling common and challenging issues. The role will also provide top-tier customer service and subject matter support in an onsite and/or remote environment. This position will provide troubleshooting and technical expertise to drive high first-call resolution.

Responsibilities and Duties

• 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 escape 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
• Other duties, project work and responsibilities as assigned

Qualifications

• 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