IT Field Service Help Desk Technician

Silvi Materials is seeking an on-site IT Field Service Help Desk Technician to provide day-to-day support across local and remote locations. This role supports communication infrastructure, end-user devices, and industry applications, with a strong focus on troubleshooting Windows and macOS, owning ticket progress, and escalating issues when needed.

The position operates in a real-world field support environment in Fairless Hills, PA, including travel to remote Silvi locations within the region as required. You will also support helpdesk documentation, assist with deployments, and mentor junior technicians while partnering with external vendors for timely resolutions and updates.

What you’ll do

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

Requirements

• Associate’s degree in Information Technology or a related field.
• CompTIA A+ certification (Required).
• CompTIA Network+ certification (Preferred).
• 3–5 years of IT support experience (Service Desk / Desktop Support).
• Strong knowledge of Windows operating systems.
• Experience with PC imaging design and configuration (preferred).
• Proven ability to troubleshoot independently and resolve complex issues, with strong analytical and logical troubleshooting skills.
• Excellent written and verbal communication skills; detail-oriented with strong documentation practices.
• Team-oriented mindset and the ability to support across departments; ability to manage multiple priorities in a fast-paced environment.
• Ability to troubleshoot printers and plant peripherals.
• Basic knowledge of Windows operating systems and networking fundamentals.
• Valid driver’s license.
• High school or equivalent (Preferred).
• Help desk: 5 years (Required).

Tools and systems you’ll work with

• Windows operating systems, 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, PC-based hardware
• Helpdesk knowledge base and helpdesk system

Benefits

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

Physical demands

• Use hands and fingers to type and move office objects.
• Sit for long periods of time.
• Hear sounds and recognize differences between them.
• See details of objects 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.

Application

Requested hourly compensation.

Work location: In person (Fairless Hills, PA, onsite).