IT Support Specialist

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., General IT Support

• 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. Apple macOS Device 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. Microsoft Office 365 Support

• 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. VoIP & Communications Support

• 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.

• 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. Preferred Qualifications

• 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.

We empower family caregivers through our innovative Caregiver-Enabled Dementia Program, leveraging technology, AI, data, and personalized coaching to improve health outcomes, reduce hospitalizations, and generate significant cost savings for value-based healthcare organizations. Our fast-growing, collaborative environment values creativity, accountability, and impact-giving every team member the opportunity to contribute to meaningful change in the healthcare system. With competitive compensation, a supportive culture, and a shared passion for making a difference, Ceresti offers a chance to do work that truly matters. Ceresti Health is a tech-enabled dementia care provider pioneering a differentiated model of care to improve family caregiver outcomes and strengthen their ability to sustain high-quality care. As one of the organizations selected by CMS to participate in the GUIDE Model, we're at the forefront of transforming dementia care nationwide.