Senior Help Desk Technician

Soni is seeking an experienced Help Desk Technician to serve as a primary escalation resource within our service team. In this role, you will handle advanced technical issues, provide guidance to junior team members, and deliver high-quality support across multiple client environments. This position requires strong troubleshooting skills, ownership of tickets from intake through resolution, and a proactive approach to maintaining stable and secure systems.

• Act as the Tier 2 escalation point for complex technical issues related to hardware, software, and networking.
• Administer and support Microsoft 365 environments, device management platforms, and directory services, including user permissions and security policies.
• Diagnose and resolve Windows operating system issues, user account problems, connectivity challenges, printing errors, and multi-factor authentication concerns.
• Support endpoint protection, patch management, and security tools to ensure systems remain compliant and secure.
• Maintain accurate documentation, including ticket notes and internal knowledge base articles.
• Partner with infrastructure and project teams on implementations, migrations, and system upgrades.
• Perform proactive monitoring and routine maintenance to prevent service disruptions.
• Communicate technical information clearly and professionally to clients and internal stakeholders.

• Strong working knowledge of Windows operating systems, networking fundamentals, and cloud-based productivity platforms.
• Experience triaging and prioritizing tickets in a multi-client support environment.
• Familiarity with common endpoint security, monitoring, and remote management tools.
• Excellent communication and customer service skills.
• Ability to manage competing priorities across different client accounts.
• Security-focused mindset with attention to compliance and best practices.
• Demonstrated ability to mentor and support junior technicians.

• Bachelor’s degree in Information Technology, Computer Science, or related field preferred.
• 3+ years of hands‑on IT support experience, ideally within a managed services or consulting environment.
• Experience supporting Microsoft 365, device management solutions, multi-factor authentication, DNS, and basic network configurations.
• Relevant certifications (CompTIA, Microsoft, or equivalent) are a plus.
• Collaborative, fast-moving managed services environment.
• Exposure to diverse industries and a variety of enterprise-grade technologies.
• Opportunities for growth into project engineering or systems administration roles.

Compensation: $80,000 to $90,000 annually

Compensation is based on a range of factors that include relevant experience, knowledge, skills, other job-related qualifications