MSP Service Desk Technician - IT Support Pro

celito; Raleigh (NC); On-site; USD 50,000 - 65,000; Full time

Benefits offered by this job

Medical, Dental, Vision

Life and Disability

401K with Match

PTO & Holidays

FSA

Supplemental Benefits

Job summary

Celito Communications is seeking a Service Desk Technician in Raleigh, NC or Wilmington, NC to provide front-line IT support for clients in a fast-paced MSP setting.

You will troubleshoot hardware, software, and network issues, manage tickets, document solutions, and ensure SLA targets are met while maintaining security practices. The role requires 2-3 years in a service desk and a solid foundation in Windows/Microsoft 365 and AD/Entra ID.

Qualifications

• Associate degree or equivalent IT experience.
• 2-3 years in a service desk or technical support role.
• Strong knowledge of Windows OS, Microsoft 365, endpoint tooling, and networking fundamentals.
• Experience supporting Active Directory, Entra ID, device management platforms, and enterprise apps.
• Proven ability to diagnose and resolve complex issues independently.
• Familiarity with IT service management and ticket lifecycle.

Responsibilities

• Serve as primary contact for client support requests.
• Troubleshoot hardware, software, MS 365, and network issues.
• Manage and update service tickets to meet SLA.
• Escalate complex issues and coordinate resolutions.
• Document support activities and client communications.
• Provision and support user accounts, devices, apps.
• Monitor client environments and respond to alerts.
• Support onboarding, offboarding, and routine IT tasks.
• Communicate issue status and resolutions to clients.
• Maintain security best practices and compliance.
• Collaborate with internal teams on projects.
• Develop technical documentation and SOPs.

Skills

Windows desktop & server support

Basic networking

Endpoint management & security tools

Backup & disaster recovery

Email troubleshooting

Remote support & RMM

Cybersecurity best practices

Documentation & knowledge base

Education

Associate degree in Information Technology, Computer Science, or related field

Tools

Microsoft Intune

Datto RMM

ConnectWise PSA

NinjaOne

Kaseya

Azure AD / Entra ID

Active Directory

Job description

Celito Communications is seeking a Service Desk Technician in Raleigh, NC or Wilmington, NC to provide front-line IT support for clients in a fast-paced MSP setting.

You will troubleshoot hardware, software, and network issues, manage tickets, document solutions, and ensure SLA targets are met while maintaining security practices. The role requires 2-3 years in a service desk and a solid foundation in Windows/Microsoft 365 and AD/Entra ID.