Summary 

Join Aperia Solutions, a leader in SaaS solutions for the Payments and Compliance industries. Aperia is a Texas-based fintech and managed consultancy firm that creates custom SaaS applications and other software-based solutions for the payments, banking, and processing industry. Founded in 1999, Aperia offers business intelligence, risk management, compliance, and customer intelligence platforms. With offices in Dallas, Washington DC, and Vietnam, Aperia is a fast-paced, global organization that strives to improve efficiency in compliance, risk, and customer service operations. Aperia’s clients include banks, processors, payment facilitators, merchant service providers, independent sales organizations, and government entities. A career at Aperia promises a great challenge, culture, and opportunities to forge your own path.

Job Description

We are seeking a dedicated and customer-oriented IT Help Desk Specialist to join our team. In this role, you will provide first-level support to our employees, offering solutions for hardware, software, and network issues. You will serve as the first point of contact for users facing technical problems, aiming to resolve these issues efficiently and effectively. The ideal candidate will have a strong understanding of computer systems, a passion for technology, and exceptional problem-solving skills.

Core Responsibilities

• Respond to help desk requests via phone, email, and ticketing system, ensuring courteous, timely, and effective resolution of end-user issues.
• Diagnose and resolve technical hardware and software issues, guiding users through step-by-step solutions.
• Escalate unresolved issues to the appropriate internal teams or external vendors.
• Track and monitor problems to ensure a timely resolution, maintaining a high level of customer satisfaction.
• Assist with the creation and updating of help desk documentation, procedures, and user manuals.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Install, modify, and repair computer hardware and software.
• Conduct daily system checks and maintenance routines to ensure optimal system performance.
• Train end-users on new technologies and provide support for software updates and new hardware deployments.
• Maintain an inventory of all equipment, software, and software licenses.
• An eager willingness to learn.

Qualifications

• Proven experience as an IT Help Desk Technician or similar role is preferred.
• Strong knowledge of computer systems, mobile devices, and other tech products.
• Ability to diagnose and resolve basic technical issues.
• Excellent communication skills, capable of effectively communicating technical information to non-technical users.
• Ability to prioritize and manage several open issues at one time.
• Familiarity with help desk software (e.g., Zendesk, Freshdesk) and remote desktop applications.
• Windows 2003/2008, Active Directory, Exchange & ActiveSync, IIS and logging.
• WSUS for enterprise Windows server patching.

Education or Certifications

• Relevant certifications (e.g., CompTIA A , Microsoft Certified IT Professional) are a plus.
• Bachelor's degree in Information Technology, Computer Science, or relevant field is a plus.

Eligibility Requirements

• Must be willing to submit to a background investigation and drug test as part of the selection process.
• Due to the nature of the helpdesk role, you will be required to work onsite at Aperia offices located in Dallas, TX.

Job Type

• Full-time

Schedule

• Monday to Friday

Work Location 

• Dallas, TX

Benefits

• Health insurance 
• Health savings account
• Dental insurance
• Vision insurance
• 401(k) matching
• Life insurance
• Paid time off
• Parental leave
• Disability insurance
• Childcare assistance
• Education reimbursement
• Fitness membership
• Volunteer time off

This job description is not intended to be all-inclusive. An employee may also perform other reasonable related business duties as assigned by their immediate supervisor or management. Principals only.

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