IT Help Desk Associate
APTURA Group
- Location
- Hybrid (Indianapolis, IN)
- Employment
- Full-time
- Level
- Mid Level
Posted 2 days ago
About the Role
APTURA Group is an employee-owned holding company in the construction and security industry seeking an IT Help Desk Associate. The role focuses on providing first-line technical support for Windows, Microsoft 365, and iOS environments to ensure smooth operations for in-house and remote staff.
Skills
Microsoft Windows OS
Microsoft 365
Apple iOS
Troubleshooting
Technical Support
Help Desk
Remote Support Tools
Ticketing Systems
Hardware Maintenance
Software Maintenance
Communication Skills
Full job details
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.
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.