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IT Help Desk Support TechnicianIT Help Desk Support Technician (IT Consulting)
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:
What will your role involve?
- 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.
- 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.
- 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.
- Customer Relationship Building:
- Cultivate positive relationships with customers, colleagues, and vendors.
To be most successful, you should possess traits including:
- 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
- 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.
- Customer Service Skills:
- Employ excellent customer service techniques, even when dealing with frustrated callers or stressful situations.
- Continuous Learning:
- Driven to stay updated as technology evolves.
- 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!
