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Help Desk Support Technician II

Silvi Materials Fairless Hills, PA

Fairless Hills, PA

Today

Full time Application Support Customer Support End User Support

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Job Description

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?

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