Help Desk Support Technician II

The Help Desk Support Technician II position at Silvi Materials offers a range of benefits including:

• Leading benefits package
• Phenomenal benefits such as medical, vision, dental, prescription, vacation, paid holidays, and more
• 401(k) (at select locations) and/or pension options
• Tuition reimbursement program
• Comprehensive training and development opportunities
• Flexible schedule with overtime as needed

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.
• Serve as an escalation point for Tier I support and mentor junior technicians.
• Travel to remote Silvi locations within the region as required.

Qualifications

• A minimum of an 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
• Possess a valid driver's license