IT Support Specialist

Position Overview

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 Cerestis core values.

Key Responsibilities

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 organizations phone and unified communications environment.

Required Qualifications

• 23 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

• Associates or Bachelors 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.

About Ceresti Health

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 impactgiving 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 were at the forefront of transforming dementia care nationwide.