It Infrastructure Help Desk Support Manager Jobs

Title of Position: Help Desk Support Technician II

Location: Fairless Hills, PA (Fully On-Site)

Industry Leading Benefits: Medical, Prescription, Dental, Vision, 401K, Pension, Short- and Long-Term Disability, Life Insurance, Tuition Reimbursement, Overtime as needed.

Silvi Materials has been expanding our "A" Team of employees since 1947! Our team has grown to 15+ companies, employing over 950 people across 30+ locations in Southeastern Pennsylvania, New Jersey, and North Carolina.  Silvi is large enough to provide the stability you need, but small enough that you can feel your individual contribution to our success.  We value the fresh ideas and perspectives of each new member of our team.

What does Silvi Materials offer you, you may ask?

• Phenomenal Benefits: Medical, Vision, Dental, Prescription, Vacation, Paid Holidays, and so much more!
• Your future in mind: With 401(k) (at select locations) and/or pension options. We want all employees to build a great retirement!
• Growth at Silvi Materials: We offer each employee the opportunity to move into any facet of our complex business. And our tuition reimbursement program is the perfect springboard to help you get there!

So what does a Silvi Materials Help Desk Support Technician II

Responsibilities:

• Provide on-premise helpdesk support for communication infrastructure, software applications, and endpoint peripherals across local and remote Silvi locations.
• Troubleshoot and resolve issues related to Windows and macOS operating systems, utilizing advanced tools and techniques to identify root causes and implement solutions.
• Monitor and respond to helpdesk requests in a timely manner, owning the ticket lifecycle from creation through resolution by identifying, testing, and validating solutions, coordinating with end users, and maintaining accurate status updates in the helpdesk system.
• Support and troubleshoot industry-specific batching and operational software; partner with external software vendors to resolve issues and implement updates in accordance with change management policies and procedures.
• Demonstrate working knowledge of TCP/IP fundamentals, including troubleshooting connectivity issues using command-line tools and approved diagnostic utilities.
• Support, configure, and install or replace infrastructure components, including firewalls, Wi-Fi access points, wireless bridges, switches, VLANs, and network-attached peripherals. Maintain accurate documentation and develop build books for the helpdesk knowledge base. Collaborate with internal teams to ensure successful deployments and timely resolution of critical issues.
• Build, deploy, and maintain outdoor kiosk systems, including truck scale serial/Ethernet components and PC-based hardware.
• Maintain IT asset inventory records, including equipment and peripherals, ensuring proper organization and clean work areas.
• Support the Silvi Helpdesk team with all open requests, tasks, and projects as directed by the IT Manager.
• Serve as an escalation point for Tier I support and mentor junior technicians
• Travel to remote Silvi locations within the region as required.

Qualifications:

• Associate's degree in Information Technology or a related field
• CompTIA A+ certification
• CompTIA Network+ certification (preferred)
• 3-5 years of IT support experience (Service Desk / Desktop Support)
• Strong knowledge of Windows operating systems
• PC imaging design and configuration experience (preferred)
• Proven ability to troubleshoot independently and resolve complex issues
• Strong analytical and logical troubleshooting skills
• Excellent written and verbal communication skills
• Detail-oriented with strong documentation practices
• Team-oriented mindset with a willingness to support across departments
• Ability to manage multiple priorities in a fast-paced environment
• Basic knowledge of Windows operating systems and networking fundamentals.
• Experience troubleshooting printers and plant peripherals.
• Strong problem-solving and communication skills.
• Possess a valid driver's license

Physical Demands

In a typical work setting, people in this job:

• Use hands/fingers to type and move office objects
• Sit for long periods of time
• Hear sounds and recognize the difference between them
• See details of objects that are less than a few feet away and far distances
• See differences between colors, shades, and brightness.
• Lift 20-55 pounds on occasion
• Kneel, stoop, crouch, bend, stretch, twist or crawl, on occasion

Silvi Materials does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factors.