IT Help Desk Support Technician

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:

• 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.

• 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.
• 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.

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

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

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