Join IT excellence

IT Help Desk Support Technician

IT Help Desk Support Technician ()

Location: Albuquerque, NM

As an IT Help Desk Support Technician at Ardham Technologies, Inc., you will play a crucial role in assisting our clients with important technical issues. Your primary focus will be on delivering exceptional customer service while troubleshooting and resolving various IT-related problems. Here’s what you’ll be doing:

Apply Now

What will your role involve?

  • 1. Customer Support:

  • Provide friendly and responsive assistance to users via telephone and remote sessions.

  • Escalate issues through support tiers when necessary, ensuring clear and consistent communication with the customer.

  • 2. Technical Troubleshooting:

  • Diagnose and resolve a variety of issues with hardware, software, desktop, laptop, end-user software, networking, cloud, servers, etc.

  • Utilize our ticketing system and remote monitoring tools to track all work performed.

  • 3. Thorough Documentation:

  • Document all steps taken, from problem identification to confirmation of resolution.

  • Identify trends in customer issues and proactively communicate them to your management team.

  • 4. Customer Relationship Building:

  • Cultivate positive relationships with customers, colleagues, and vendors.

To be most successful, you should possess traits including:

  • 1. Education and Experience:

  • A degree in IT or a related field, along with either:

  • 1 year of professional IT experience, or

  • A minimum of 2 years of professional IT experience without a degree

  • 2. Certifications and Skills:

  • Actively pursuing or currently possessing relevant IT certifications such as A+, Net+, Security+, ITIL Foundations, vendor specific certifications, etc.

  • Strong customer service orientation with a positive attitude.

  • An optimistic mindset that views challenges as growth opportunities.

  • Helpful, knowledgeable, and resourceful.

  • Effective communication skills, both as an active listener and a clear speaker.

  • Regularly communicate with clients, management, and staff.

  • 3. Customer Service Skills:

  • Employ excellent customer service techniques, even when dealing with frustrated callers or stressful situations.

  • 4. Continuous Learning:

  • Driven to stay updated as technology evolves.

  • 5. Technical Communication:

  • Present and explain technical information effectively to non-technical audiences.

  • Communicate orally and in writing in English with staff, clients, and partners at all levels.

  • Technical Skills:

  • Excellent troubleshooting abilities.

  • Proficiency in Windows and Mac-related hardware and software.

  • Familiarity with cloud technologies, including Microsoft 365, Ring Central, and Sophos.

  • Understanding of basic standard networking principles and protocols.

  • Basic working knowledge of VoIP phone and Wi-Fi systems.

  • Familiarity with common peripheral devices, including printers, video, and conferencing equipment.

Our hiring process

Personality & Culture Assessment

This 10-minute assessment gives insight into your working style and strengths for the role.

Interviews

We coordinate time to meet with the decision-makers and team members you’ll be working with.

Contingent Offer

Once we think there’s a fit, we’ll send a contingent offer, conduct standard background checks, and welcome you to the Ardham team!

Apply Now