Service Desk Technician – MSP IT Support

Celito Communications; Raleigh, Wilmington (NC, NC); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Medical, Dental, and Vision insurance

Life and Disability insurance

Flexible Spending Accounts

401K with Match

PTO & Holiday pay

Supplemental benefits: accident, cIll/

Job summary

Celito Communications seeks a Service Desk Technician to join its Raleigh/Wilmington-based MSP team. The role focuses on delivering proactive, customer-centric IT support for client environments, with emphasis on Microsoft 365, endpoints, and network issues.

You will manage tickets, assist with onboarding, and collaborate with engineers on project work. A strong communicator with problem-solving skills thrives in this fast-paced, client-facing setting.

Qualifications

• Associate degree or related experience required.
• 2-3 years in service desk or technical support role.
• Strong knowledge of Windows, Microsoft 365, endpoint management, and networking.
• Experience supporting Active Directory, Entra ID, device management, and enterprise apps.
• Ability to diagnose and resolve complex issues independently.
• Familiarity with IT service management processes and ticket lifecycles.
• Knowledge of Intune, Datto RMM, or similar endpoint management tools.

Responsibilities

• Serve as the primary contact for client support requests.
• Troubleshoot hardware, software, Microsoft 365, and network issues.
• Manage service tickets and meet SLA requirements.
• Escalate complex issues and coordinate resolutions.
• Document support activities and client communications.
• Provision and support user accounts, devices, and applications.
• Monitor client environments and address alerts via RMM tools.
• Support onboarding, offboarding, and routine IT tasks.
• Communicate status and resolutions to clients.
• Maintain security practices and compliance standards.
• Collaborate with internal teams on projects.
• Develop technical skills and contribute to process improvements.
• Perform advanced troubleshooting and root-cause analysis.

Skills

Windows OS & Server support

Microsoft 365

Endpoint management

Networking fundamentals

Security best practices

Documentation & knowledge base

RMM tools

Remote support

SLA compliance

Onboarding/offboarding support

Education

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

Tools

ConnectWise

Datto RMM

NinjaOne

Kaseya

Microsoft Intune

Microsoft Entra ID

Exchange Online

Job description

Celito Communications seeks a Service Desk Technician to join its Raleigh/Wilmington-based MSP team. The role focuses on delivering proactive, customer-centric IT support for client environments, with emphasis on Microsoft 365, endpoints, and network issues.

You will manage tickets, assist with onboarding, and collaborate with engineers on project work. A strong communicator with problem-solving skills thrives in this fast-paced, client-facing setting.