Ardent Services, LLC - Help Desk Technician (Tier 1)

The Help Desk Technician will serve as a frontline resource for end users, providing responsive and customer-focused support across a variety of technologies. This role is responsible for answering support calls, creating and updating tickets, and troubleshooting technical issues with clarity and patience. The technician will configure, build, and deploy laptops and desktops, including imaging devices through Autopilot or local tools. They will also support mobile devices such as iPhones, Android phones, and iPads, assisting with email setup, app installation, and basic troubleshooting.

The position requires strong knowledge of PC hardware components, Windows 11 installation and troubleshooting, and common Microsoft Office applications including Outlook, Teams, Word, Excel, and PowerPoint. The technician will perform basic Active Directory tasks such as user account creation, password resets, and group membership updates. Experience with Microsoft Intune and Office 365 administration is a plus.

Success in this role requires excellent customer service skills, the ability to communicate effectively with non-technical users, and comfort working within ticketing systems and remote support tools like GoTo Resolve. The ideal candidate is organized, adaptable, and eager to solve problems in a fast-paced environment.

• Mobility & Movement

• Frequently required to move throughout office spaces, including traveling between workstations, conference rooms, and equipment storage areas.
• Occasional travel to other company locations may be required.

• Lifting & Carrying

• Regularly required to lift, carry, or move computer equipment such as desktops, laptops, monitors, printers, and peripherals.
• Typical weight ranges from 10–30 pounds, with occasional items up to 40 pounds.

• Manual Dexterity

• Frequent use of hands and fingers to handle small components, connect cables, use tools, and operate computers and mobile devices.
• Ability to perform basic hardware repairs requiring fine motor skills.

• Standing & Sitting

• Work involves a combination of standing, walking, bending, and sitting.
• May be required to stand or kneel for short periods while connecting equipment or working under desks.

• Visual & Auditory Requirements

• Ability to read screens, technical documentation, small labels, and device details.
• Must be able to hear and communicate clearly during phone calls, in-person troubleshooting, and virtual meetings.

• Repetitive Tasks

• Frequent use of keyboards, mice, and touchscreens.
• Repetitive tasks such as typing, data entry, and device configuration.