What are the responsibilities and job description for the IT Helpdesk Support position at Soni?
We are seeking a proactive and customer-focused IT Support Specialist to provide technical assistance, troubleshoot issues, and ensure the smooth operation of hardware, software, and network systems. In this role, you will serve as the first point of contact for employees, resolving IT-related concerns in a timely manner while delivering excellent customer service. You will also assist with system maintenance, user onboarding, and documentation of IT processes.
Responsibilities
Responsibilities
- Responding to end user help desk requests for hardware/software support in a timely manner.
- Maintaining and improving laptop imaging/configuration processes.
- Configuration & Delivery of end-user laptops, desktops and peripherals
- User account provisioning and decommissioning
- Configuration and troubleshooting of end-user VPN connections.
- IP telephony account maintenance and basic troubleshooting.
- Installation and support of local and network printers on end-user workstations.
- Maintaining accurate hardware inventory and communicating equipment needs.
- Assisting end users with the setup of mobile devices for Microsoft Outlook and Authenticator applications.
- Documentation of processes and/or problem resolution steps, including recording tasks performed in the ITSM software.
- 1–3 years of IT support or help desk experience.
- Strong knowledge of Windows, macOS, Microsoft 365, and common business applications.
- Familiarity with networking fundamentals (TCP/IP, DNS, DHCP, VPN).
- Experience with ticketing systems (e.g., ServiceNow, Jira, Zendesk) preferred.
- Strong problem-solving and communication skills, with a customer-first mindset.
- Ability to multitask and prioritize in a fast-paced environment.