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IT Help Desk Support Technician (IT Consulting)

Location: Albuquerque/Santa Fe, New Mexico

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.

Contact Us

Contact Us

New Mexico
4200 Osuna Rd, Suite 3-310
Albuquerque, NM 87109

203 E. Main Street, Suite 201
Round Rock, TX 78664