The Role
Provides first-line technical support for in-house, branch, and remote employees. Troubleshoots Windows, Microsoft 365, and Apple iOS issues; manages support tickets; maintains user hardware and software; documents solutions; updates knowledge bases; escalates complex problems; and performs occasional branch site visits.
Summary Generated by Built In
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.
Skills Required
- Proven experience in IT support or helpdesk roles
- Experience with Microsoft Windows OS, Microsoft 365, and Apple iOS
- Strong troubleshooting skills
- Excellent verbal and written communication skills
- 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
- Relevant certifications such as CompTIA A+ or Microsoft Certified
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The Company
What We Do
APTURA GROUP is a 100% employee-owned holding company that provides holistic solutions to the construction process, focusing on collaboration, innovation, and offering outstanding value to customers and manufacturers in the door and hardware industry.
