Helpdesk Technician - Level 3

Job Description

The Level 3 Help Desk Technician is a role that requires advanced technical expertise and a strong commitment to providing top-tier support to our clients. This role involves resolving complex technical issues, mentoring Level 1 and 2 Helpdesk Technicians, and contributing to the continuous improvement of our support processes. Expertise and knowledge will be crucial in diagnosing problems, troubleshooting system issues, and finding effective solutions to ensure the smooth operation of systems and applications.

Responsibilities

• Provide advanced troubleshooting and resolution for complex hardware, software, and network issues.


• Serve as an escalation point for Level 1 and Level 2 technicians, offering guidance and support.


• Perform root cause analysis to identify, address and document recurring technical problems.


• Configure, maintain, and troubleshoot servers, network devices, and other critical infrastructure.


• Assist the Professional Services Team with the deployment and management of IT projects, including system upgrades and migrations.


• Document and maintain detailed records of support tickets, resolutions, and best practices.


• Collaborate with other IT teams to ensure seamless integration and operation of systems.


• Stay up to date with industry trends, technologies, and best practices related to system support and administration.


• Identify opportunities for process improvements and contribute to the development of new support strategies and initiatives.


• Create and update technical documentation, including knowledge base articles, user guides, and troubleshooting procedures. Ensure that documentation is accurate, up-to-date, and easily accessible to support staff and end-users.


• Participate in on-call rotation to provide after-hours support as needed.

Requirements

• Minimum of 5 years of experience in a help desk or technical support role, with at least 2 years at a Level 2 or higher position.


• Strong knowledge of Windows and Linux operating systems, networking protocols, and enterprise-level hardware and software.


• Experience with virtualization technologies (e.g., VMware, Hyper-V) and cloud platforms (e.g., AWS, Azure).


• Excellent problem-solving skills and the ability to work under pressure.


• Strong communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.


• Relevant certifications (e.g., Cisco Certified Network Associate (CCNA) Microsoft Certified: Azure Administrator).


• Uphold company core values at all times

About Ardham Technologies

Ardham Technologies is headquartered in Albuquerque, New Mexico, and is experiencing rapid growth throughout the Southwest and Texas regions. As an exciting and innovative technology company, Ardham Technologies is dedicated to powering clients into the future of IT through comprehensive managed services and cutting-edge technology solutions. Our mission is to transform how organizations approach their technology infrastructure by delivering innovative managed offerings that drive business success. With our expanding presence across multiple markets, we provide our team members with exceptional opportunities for professional growth while working with diverse clients across various industries. Join Ardham Technologies and be part of a dynamic team that's shaping the future of managed IT services in one of the fastest-growing technology markets in the country.

As part of our hiring process, you must first complete a quick (~10-minute) online survey via Culture Index. This helps us better align talent with our team dynamics and ensure the right fit for both your success and ours. 

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