IT Help Desk Technician (Onsite - Charlotte, NC)

Department: Information Technology

Reports To: Director of IT Services

Employment Type: Full-Time

Location: Onsite – Charlotte, NC

Join the Team

Aptyx is building a modern, collaborative internal IT organization, and we're looking for an energetic IT Help Desk Technician to join the journey.

This role is perfect for someone who enjoys helping people, solving problems, and being the go-to technology resource for their location. You'll work closely with employees across the business, providing exceptional support while helping keep systems running smoothly and efficiently.

As the primary onsite IT presence at your facility, you'll play an important role in supporting day-to-day operations, coordinating with the broader IT team, and assisting with local projects that require hands-on technical support.

If you enjoy variety in your day, taking ownership of issues, and making a real impact on the employee experience, we'd love to meet you.

What You'll Do

End-User Support

• Provide friendly, responsive onsite and remote IT support
• Serve as the first point of contact for employee technology issues and requests
• Triage, prioritize, troubleshoot, and resolve support tickets
• Communicate clearly with users and provide timely updates
• Escalate complex issues when appropriate while remaining engaged through resolution
• Deliver a positive support experience that helps employees stay productive

Onsite IT Operations

• Act as the primary IT resource for your assigned location
• Provide hands-on support for desktops, laptops, mobile devices, printers, and peripherals
• Assist with workstation setups, equipment deployments, and user onboarding
• Support local network, connectivity, and infrastructure troubleshooting
• Coordinate and assist with onsite technology projects, upgrades, and office moves
• Serve as the local "hands and eyes" resource for the broader IT team

Technology Support

Support a broad range of technologies including

• Microsoft 365 (Outlook, Teams, SharePoint, OneDrive)
• Active Directory and Entra ID
• Windows workstations and endpoint management tools
• Wi-Fi, VPN, and basic network troubleshooting
• ERP and business applications, including Epicor, Sage, and other operational systems
• Manufacturing, engineering, and shipping-related applications

Documentation & Continuous Improvement

• Maintain accurate ticket notes and documentation
• Contribute to IT knowledge base articles and support documentation
• Follow security, compliance, and IT best practices
• Identify opportunities to improve processes and enhance the employee experience

What We're Looking For

Required Qualifications

• 2–5+ years of IT support, Help Desk, Desktop Support, or related experience
• Strong troubleshooting skills across hardware, software, and basic networking
• Excellent customer service and communication skills
• Ability to prioritize and manage multiple requests effectively
• Strong sense of ownership and accountability
• Comfortable working independently while collaborating with a larger IT team
• Positive attitude and willingness to learn

Preferred Experience

• Microsoft 365 administration and support
• Active Directory and Entra ID
• Endpoint management tools such as Intune
• Networking fundamentals (DNS, DHCP, TCP/IP, VPN)
• ERP or line-of-business application support
• Manufacturing or multi-site business environments

What Makes You Successful

• You enjoy helping people and solving problems
• You take ownership and follow through
• You communicate clearly and professionally
• You stay organized in a fast-paced environment
• You are proactive and always looking for ways to improve
• You work well both independently and as part of a team

Work Environment & Requirements

• 100% onsite at assigned location
• Ability to perform hands-on technical work and equipment installations
• Occasional after-hours support when necessary
• Limited travel may be required to support other Aptyx locations

Why Join Aptyx?

At Aptyx, you'll have the opportunity to help shape the future of our internal IT organization. You'll work alongside a collaborative team, support employees across the business, and contribute to meaningful technology initiatives that directly impact company success.

Most importantly, you'll see the results of your work every day-helping people, solving challenges, and making technology work better for everyone.