IT Help Desk Associate

For APTURA Group, Core Values are not a slogan, but our way of doing business. They are foundational beliefs that reflect our company's history and culture. We begin by creating an exceptional customer and employee experience, treating everyone uniquely and focusing on the way they want to be treated. We pride ourselves on providing excellence in our field by hiring and training experts in what we do. Our industry-leading team uses professional, transparent, and open communication to coordinate all of our activities to ensure we create a safer, more secure world.

By living our Core Values each day, we have the opportunity to make a difference and support our customers by following through on our promise to them of "providing YOU what YOU need, when YOU need it."

Job Summary- The role of the Helpdesk Associate involves troubleshooting technical issues for in-house, branch locations and remote staff, ensuring smooth operations and optimal user experience. Occasional travel to branch locations in the Midwest may be required.

The Helpdesk Associate is responsible and accountable for:

Provide first-line support to users by diagnosing and resolving technical issues related to Microsoft Windows OS, Microsoft 365, and Apple iOS.
Assist remote employees with IT-related queries and troubleshooting via phone, email, or remote support tools.
Collaborate with the IT team to document solutions and update knowledge base articles.
Perform routine maintenance and updates on user hardware and software.
Escalate complex issues to senior IT staff as necessary.
Conduct site visits to branch locations for hands-on troubleshooting and support.
Ensure timely resolution of support tickets and maintain accurate records of issues and solutions.
Stay current with technology trends and developments to provide effective support.

Experience and other requirements:

Proven experience in IT support or helpdesk roles, specifically with Microsoft Windows OS, Microsoft 365, and Apple iOS.
Strong troubleshooting skills with the ability to diagnose and resolve technical issues.
Excellent communication skills, both verbal and written.
Ability to work independently and as part of a team.
Willingness to travel to branch locations as needed.
Familiarity with remote support tools and ticketing systems is a plus.
Relevant certifications (e.g., CompTIA A+, Microsoft Certified) are preferred.

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