What are the responsibilities and job description for the Help Desk Analyst position at Soni?
We are hiring two Help Desk Analysts—one in Philadelphia and one in King of Prussia—to join our IT Support Services team. This role encompasses both Tier One and Tier Two responsibilities, offering a growth path for candidates with varying levels of experience. You will provide technical support for Windows-based hardware and software, Mobile Devices, Entra ID (Azure AD), password resets, and general IT troubleshooting. This is an on-site opportunity that will see the successful candidate on-site daily in either Center City or King of Prussia.
Key Responsibilities:
- Serve as the first point of contact for end-user technical support via phone, email, or ticketing system.
- Provide basic troubleshooting for Windows OS, mobile devices, Microsoft 365, and standard desktop applications.
- Assist with Entra ID (Azure AD) password resets and account lockouts.
- Resolve common hardware issues (e.g., monitors, printers, peripherals).
- Log and track support requests in the ticketing system.
- Escalate unresolved issues to Tier Two with detailed documentation.
- Contribute to internal knowledge base and support documentation.
Qualifications:
- 1 year of experience in IT support or customer service.
- Basic knowledge of Windows OS and Microsoft 365.
- Familiarity with Entra ID (Azure AD), including user group administration and password management.
- Experience with remote support tools and ITSM/ticketing systems.
- Strong communication and problem-solving skills.
- Ability to multitask in a fast-paced environment.
- Relevant certifications (e.g., CompTIA A , Microsoft Certified: Azure Fundamentals) preferred.
Benefits:
- Competitive salary based on experience and tier level
- Health, dental, and vision insurance
- 401(k) with company match
- Paid time off and holidays
- Professional development and certification support
