IT Support Specialist

C

Ceresti Health

IT Support Specialist

Norwell, MA
Full Time
Paid
  • Responsibilities

    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 Ceresti's 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 organization's phone and unified communications environment.

    Required Qualifications

    • 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.

    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 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.