What are the responsibilities and job description for the Desktop Support Technician position at Sonata Software North America Inc.?
Sonata Software, with over $1.2 Billion Revenue, is a leading AI-first Modernization Engineering company, powered by our unique PlatformationTM framework. Our 6400 AI Engineers are helping enterprises transform from systems to intelligent business platforms leveraging partner ecosystem to drive speed, efficiency and growth. Our bouquet of Modernization Engineering Services with AI -first approach cuts across Cloud, Data, AI, Dynamics, Test Automation, and Managed Services.
Sonata’s AI-led modernization is enabled by a powerful suite of proprietary tools and assets. At the core is the Harmoni.AI Enterprise Platform, which includes Agent Bridge-a governance and observability framework; Agent Builder-a development toolkit for fungible agents integrated into enterprise systems; and the Agent Marketplace-an internal ecosystem for modular, reusable agents.
Headquartered in Bengaluru, India, Sonata Software has a strong global presence, including key regions US, UK, India, Malaysia, Mexico, Australia, DACH (Germany/Switzerland) & Nordics (Finland). We are a trusted partner of Fortune 500 companies in Banking, Financial Services and Insurance; Healthcare and Lifesciences; Telecom, Media, and Technology; and Retail, Manufacturing and Distribution space.
Job Title: Desktop Support Technician
Experience:3-5Years
Work Location: Fort Worth, TX 76137
Work Mode: Onsite – 5 Days a Week Work from Office (mandatory)
Job Summary
The Desktop Support Technician provides high‑level technical support for end users, ensuring reliability, security, and performance of end user devices and applications. This role supports a diverse user base, including executives and VIPs, and requires strong customer service and technical troubleshooting skills.
Essential Duties
- Resolve Service Desk incidents and requests within SLA
- Provide face‑to‑face and virtual end user support
- Deploy systems, equipment, applications, and updates
- Troubleshoot WAN/LAN/Wi‑Fi issues and support infrastructure projects
- Manage hardware inventory and coordinate replacements
- Support telephony, video conferencing, and breakroom equipment
- Maintain documentation and knowledge base articles
- Provide end user training as needed
- Maintain AD/Entra ID profiles, groups, and access provisioning
- Identify automation opportunities to improve support operations
Required Experience
- 3–5 years as a Desktop Support Technician
- Experience supporting 300–500 user environments
- 2 years hardware troubleshooting in manufacturing (preferred: medical device)
- 2 years Active Directory maintenance
- Experience supporting executives and VIPs
- Hands‑on support for Windows 10/11 and macOS
Skills & Certifications
- CompTIA A or MCDST preferred
- Bachelor’s degree in a technical discipline required
- Strong analytical and problem‑solving skills
- Excellent communication and customer service skills
- Adaptability and willingness to learn evolving technologies
Technical Skills
- OS: Windows 10/11, macOS, basic Linux
- Suites: O365, SharePoint, G Suite, Exchange
- Endpoint tools: Intune, JAMF, SCCM, NinjaOne
- Identity: AD, Azure AD
- Networking: TCP/IP, DNS, DHCP, VPN, 802.1x
- Ticketing: ServiceNow, Jira Service Management
- Hardware: PC/Mac, mobile devices, peripherals