IT Support Specialist

The IT Support Specialist is responsible for providing exceptional customer service and technical support to our global group of end-users, ensuring that IT infrastructure operates smoothly. This role requires a strong understanding of various technologies such as Windows, Apple IOS, various SaaS productivity and security applications, as well as the ability to analyze and resolve various types of IT helpdesk issues efficiently.

Job Duties and Responsibilities

• Respond to incoming support requests via email, MS Teams, or phone in a timely manner
• Assist global team members with the use of IT hardware, software, and network services
• Document, track and resolve helpdesk tickets ensuring timely resolutions
• Analyze recurring problems to identify trends and recommend solutions for improvement
• Setup and configure computers and mobile devices for new hires
• Assist with the tracking and management of company hardware and software licenses
• Provide guidance on local office computer hardware setup, configuration, and maintenance
• Educate team members on the use of hardware, software, and company IT security policies
• Participate in the development and documentation of IT department policies and processes
• Manage office audio visual and access control equipment
• Support network and direct connected multifunction printer equipment
• Collaborate with other IT team members to escalate complex issues as needed.
• Participate in weekly IT team meetings
• Perform other duties as assigned

The above job description in no way states or implies these duties are the only duties performed by this employee. The incumbent is expected to perform other related duties necessary for the effective operation of the department and company.

Education, Experience, and Skills

• 3-5 years of experience working for a small business providing IT and helpdesk support
• Proficiency in Windows and Apple operating systems
• Proficiency with Office 365
• Working level knowledge of TeamViewer and MS Intune
• Hands on experience with computer hardware components and troubleshooting methods
• Experience with IT cybersecurity for enterprises

Key Competencies

• Excellent customer service skills with the ability to communicate technical information clearly to non-technical users.
• Ability to analyze problems effectively and provide practical solutions
• Strong project management and time management skills
• Exemplary verbal and written communications
• Highly organized and structured task management – Basecamp experience a strong plus

Conditions of Employment:

Verification of employment history, professional references, and education or training.

Working Conditions and Physical Effort:

• Work is normally performed in a typical interior/office work environment
• Travel may be required based on business needs (domestically and internationally) and attendance at virtual programs outside of working hours as needed

Aptitude Health is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.