IT Support Specialist

Ceresti Health•Norwell, MA

20h•Hybrid

About The Position

We are seeking a motivated, customer-focused IT Support Specialist to join the Ceresti Health corporate IT team. This role is responsible for providing first-line technical support to internal employees across hardware, software, Apple macOS devices, and Microsoft 365 applications — ensuring our team has the technology they need to perform at their best. This is a primarily remote position, though the role will require occasional on-site travel to our Massachusetts-based Fulfillment Center to perform upgrades, maintenance, and hands-on technical support as needed. As part of a fast-paced healthcare environment, you will gain hands-on experience with modern cloud tools, endpoint management systems, mobile device management, and collaboration platforms. The ideal candidate is a skilled problem-solver who communicates effectively and embodies Ceresti’s core values.

Requirements

2–3 years of IT support, helpdesk, or systems administration experience.
Demonstrated hands-on experience supporting Apple macOS devices in a corporate environment.
Proficiency in Microsoft Office 365 applications and the Microsoft 365 Admin Center.
Experience with Mobile Device Management (MDM) platforms such as Mosyle and Microsoft Intune.
Strong troubleshooting and problem-solving skills across hardware, software, and network environments.
Excellent verbal and written communication skills with the ability to explain technical concepts to non-technical users.
Strong time management and multitasking abilities in a fast-paced environment.
Passionate about delivering an outstanding internal customer service experience.

Nice To Haves

Associate’s or Bachelor’s degree in Computer Science, Information Technology, or a related field.
Apple Certified Support Professional (ACSP) or equivalent iOS/macOS certification.
Microsoft 365 Certified: Fundamentals (MS-900) or Modern Desktop Administrator Associate (MD-102).
Experience with endpoint management tools such as Microsoft Endpoint Configuration Manager or Jamf Pro.
Familiarity with IT security best practices and compliance requirements in a healthcare setting.
Prior experience in a healthcare or similarly regulated environment is a plus.

Responsibilities

Serve as the first point of contact for internal IT support requests, resolving hardware, software, and connectivity issues promptly.
Document, track, and monitor support tickets using applicable systems and tools.
Perform root cause analysis on recurring issues and develop checklists and preventive procedures.
Escalate complex or unresolved issues to the IT Engineer as appropriate.
Collaborate with vendors and external support groups to resolve hardware and software issues.
Create and maintain Knowledge Base articles for supported applications.
Assist with new hire IT onboarding and employee technology training.
Travel on an as-needed basis to the Massachusetts-based Fulfillment Center to perform on-site hardware upgrades, maintenance, and infrastructure support.
Provide support for Apple macOS devices (MacBooks) used by corporate employees.
Enroll, configure, and manage macOS devices using Mobile Device Management (MDM) platforms, including Mosyle and Intune.
Troubleshoot connectivity, application, and configuration issues.
Apply updates, patches, and security policies in line with company standards.
Support integration of Apple devices with corporate systems including Microsoft 365.
Provide end-user support for the Microsoft 365 suite including Outlook, Teams, SharePoint, OneDrive, Word, Excel, and PowerPoint.
Administer Microsoft 365 user accounts, licenses, and permissions via the Microsoft 365 Admin Center.
Troubleshoot email, calendar, and collaboration issues within Teams and Outlook.
Support SharePoint site management and OneDrive file synchronization issues.
Assist with Microsoft Teams meeting setup, call quality troubleshooting, and conference room technology.
Implement and enforce Microsoft 365 security and compliance policies in coordination with IT leadership.
Support and administer cloud-based VoIP systems, including RingCentral or equivalent platforms.
Troubleshoot call quality, configuration, and user access issues across the organization’s phone and unified communications environment.