• Job Description

  Req#: APT52595

  Description

  Job Overview:

  The Helpdesk and Support Specialist is tasked with providing comprehensive phone support in alignment with IT service level agreements. Collaborating with callers and technology teams, the Specialist is responsible for analyzing, resolving, and reporting all incidents over the phone within the established ticket system.

  Demonstrates comprehensive knowledge of the call center IT helpdesk role, successfully managing both routine and complex technical issues. Possesses a thorough understanding of troubleshooting, system administration, and customer service requirements.

  Works on assignments that are semi-routine in nature where ability to recognize deviation from accepted practice is required.

  Key Responsibilities/Accountabilities:

  • Answer and work IT support phone calls as a primary responsibility.
  • Develop strategies to address software, hardware, and networking issues or processes.
  • Troubleshoot IT issues through phone, web, and in-person channels.
  • Ensure incidents are resolved according to SLAs.
  • Report on the help desk's performance using uptime and ticket-related metrics.
  • Collaborate with IT Infrastructure and Operations to discuss incident impacts on products and services.
  • Offer expertise to assist in the creation of IT standards, processes, procedures, and guidelines.
  • Evaluate trade-offs between issues using value, impact, and risk criteria.
  • Adapting to new products or service technologies.
  • Work closely with peers in Service Management to ensure seamless incident escalations.

  Basic Qualifications:

  • A minimum of 3 years of experience in IT support services.
  • Relevant certifications such as Network+, A+, or equivalent are highly desirable.
  • Moderate understanding of IT infrastructure, including networks, servers, and telecommunications. Experience with IT service management tools and processes.
  • Experience using help desk ticketing software
  • Experience with incident troubleshooting and escalation
  • Familiarity with ITILv3 or related service delivery frameworks
  • Strong customer service ethic
  • Ability to prioritize and quickly resolve issues
  • Excellent verbal communication skills
  • Excellent analytical and problem-solving skills
  • Effective prioritization and project management skills

  ABOUT APTIM
  APTIM is committed to accelerating the transition toward a clean and efficient energy economy, building a sustainable future for our communities and natural world, and creating a more inclusive and equitable environment that celebrates the diversity of our communities. We specialize in environmental, resilience, and sustainability and energy solutions, as well as technical and data solutions, program management, and critical infrastructure. For every challenge our clients face, there is an opportunity for APTIM to innovate a fit-for-purpose solution that will raise your organization or community to a new standard of excellence.

  What you can expect from APTIM:

  • Work that is worthy of your time and talent
  • Respect and flexibility to live a full life at work and at home
  • Dogged determination to deliver for our clients and communities
  • A voice in making our company better
  • Investment into your personal and professional development

  As of the date of this posting, a good faith estimate of the current pay range for this position is $24.00 to $27.00 per hour. Compensation depends on several factors including: experience, education, key skills, geographic location of the position, client requirements, external market competitiveness, and internal equity among other employees within APTIM.

  Employee Benefits

  Aptim Corp is committed to providing an extensive range of benefits that protect and promote the health and financial well-being of our employees and their families through the APTIM Benefits Marketplace https://aptim.makeityoursource.com/.

  • Medical, vision, and dental insurance: Through the marketplace, our employees can choose benefits from five metallic levels and 10+ carriers to find the right benefits that work for them in their location.
  • Life insurance
  • Short-term and long-term disability insurance
  • Paid holidays, vacation, and sick leave (eligibility based on company policy and applicable law)
  • 401(k) APTIM offers three 401k plans through the Aon Pooled Employer Plan (PEP). The specific plan you are eligible for depends on the business unit you are in. The details of the largest plan are found here:
  • APTIM 2025 401(k) Plan Features (makeityoursource.com)
  • APTIM - Helpful Documents

  Watch our video:
  About APTIM - In Pursuit of Better

• About the company

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