Help Desk Support Technician II

Silvi Materials is looking for a Help Desk Support Technician II to support our on-site IT operations in Fairless Hills, PA. This role provides both on-premise and remote helpdesk assistance, handling Windows and macOS issues, networking, and infrastructure tasks, with regional travel and a mentorship component for junior technicians.

Responsibilities

• Provide on-premise helpdesk support for communication infrastructure, software applications, and endpoint peripherals across local and remote Silvi locations.
• Troubleshoot and resolve Windows and macOS issues using advanced tools to identify root causes and implement solutions.
• Monitor and respond to helpdesk requests, owning the ticket lifecycle from creation to resolution with accurate status updates and end-user coordination.
• Support and troubleshoot industry-specific batching and operational software; collaborate with external vendors to resolve issues and apply updates per change management policies.
• Demonstrate working knowledge of TCP/IP fundamentals and troubleshoot connectivity using command-line tools and approved diagnostics.
• Configure, install or replace infrastructure components including firewalls, Wi-Fi access points, wireless bridges, switches, VLANs, and network-attached peripherals.
• Build, deploy, and maintain outdoor kiosk systems, including truck scale serial/Ethernet components and PC-based hardware.
• Maintain IT asset inventory records and ensure organized, clean work areas.
• Assist the Silvi Helpdesk team with 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.
• Collaborate with internal teams to ensure successful deployments and timely resolution of critical issues.
• Maintain accurate documentation and develop build books for the helpdesk knowledge base.

Requirements

• 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

Technologies

• Windows
• macOS
• TCP/IP
• Command-line tools
• Firewalls
• Wi-Fi access points
• Wireless bridges
• Switches
• VLANs
• Network-attached peripherals
• Outdoor kiosk systems
• Truck scale serial/Ethernet components
• PC-based hardware

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

What Silvi Materials Offers

• Phenomenal benefits including medical, vision, dental, prescription coverage, vacation, paid holidays, and more
• Future-focused retirement options with 401(k) at select locations and pension opportunities
• Growth opportunities within the company and a tuition reimbursement program to support advancement

Physical Demands

• Use hands and fingers to type and move objects
• Sit for long periods
• Hear and distinguish sounds
• See details at near and far distances and differentiate colors
• Lift 20–55 pounds occasionally
• Kneel, stoop, crouch, bend, stretch, twist or crawl occasionally

Work Location

In person

Application Question

What is your requested hourly compensation?