Careers

Responsibilities: 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:

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 excel in this role, you should possess the following:

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.