What are the responsibilities and job description for the Help Desk Support Technician position at Soni?
Soni's client is looking for a customer-focused IT Helpdesk Application Support Specialist to join their team. This role is perfect for someone who excels at problem-solving, enjoys helping people, and can translate technical challenges into clear, easy-to-understand solutions. As the first point of contact for employees experiencing issues with business applications, you will play a key role in ensuring a smooth, efficient, and positive support experience.
Key Responsibilities:
Frontline Support
Salary is based on a range of factors that include relevant experience, knowledge, skills, other job-related qualifications.
Key Responsibilities:
Frontline Support
- Serve as the primary contact for incoming helpdesk tickets, phone calls, and emails.
- Provide first-line support for both software and hardware issues to on-site and remote users.
- Diagnose, troubleshoot, and escalate complex application issues to higher-level support or vendors when required.
- Communicate clearly, patiently, and effectively with users of varying technical skill levels.
- Maintain a professional, friendly, and solution-oriented approach in all interactions.
- Follow up to confirm that issues are fully resolved and users are satisfied.
- Provide specialized support for WellSky/SAMS applications to both on-site and remote users.
- Train and assist staff in using applications such as Windows, Microsoft Office, Outlook email, and SAMS.
- Collaborate with WellSky’s technical representatives to identify and deliver solutions that meet organizational needs.
- Prepare IT hardware, accounts, and applications for new employee onboarding.
- Document recurring problems and contribute to long-term solutions with the IT team.
- Create, review, and analyze reports based on user requirements.
- Support the implementation of new features and enhancements for existing software products.
- Minimum of 1 year of experience in an IT Help Desk or technical support role.
- Proficiency with Microsoft Office applications (Word, Excel, Outlook).
- Familiarity with the nonprofit and/or healthcare industry.
- Experience with reporting services such as Microsoft Access.
Salary is based on a range of factors that include relevant experience, knowledge, skills, other job-related qualifications.
Salary : $25
