Senior Help Desk Administrator

Adesis, Inc.; Wilmington (DE); On-site; USD 80,000 - 100,000; Full time

Benefits offered by this job

Competitive base salary

Annual bonus program

Medical/Prescription Drug coverage

Dental and Vision for employees and 가족

Flexible Spending Accounts (FSAs)

Health Savings Account (HSA)

Group Term Life insurance

Short term disability

Long-term disability

Employee Stock Purchase Plan (ESPP)

401(k) company contribution

Annual charitable matching gift

Generous Paid Time Off

Job summary

Adesis Inc. is seeking a Senior Help Desk Administrator to provide advanced end-user support, systems administration-level troubleshooting, and project support across the company’s end-user technology environment.

You will support hardware, software, Microsoft 365, enterprise applications, networking, and devices across DE and NJ offices, balancing day-to-day tasks with strategic initiatives. This role requires strong customer service, technical ownership, and the ability to work with vendors

Qualifications

• 5+ years of progressive help desk, desktop support, systems support, or end-user technology experience in a corporate environment.
• Senior-level experience supporting Windows workstations, Microsoft 365, Active Directory, endpoint devices, printers, mobile devices, and common business applications.
• Strong troubleshooting across hardware, software, OS, applications, network, accounts, permissions, security.
• Working knowledge of TCP/IP, DHCP, DNS, LAN/WAN, endpoint management, remote support tools, remote monitoring.
• Experience with ticket-based support, prioritization, documentation, escalation, and expectation management.
• Ability to write clear technical documentation, routine reports, procedures, and end-user communications.
• Strong communication, organization, time management, follow-up, and prioritization.
• Willingness to travel between Delaware and New Jersey offices as needed.
• Relevant certifications such as CompTIA A+, Network+, Security+, Microsoft 365, Azure, or ITIL Foundation are preferred.

Responsibilities

• Provide advanced help desk support, including third-tier issue resolution through phone, email, instant messaging, and the ticketing system.
• Troubleshoot Windows operating systems, enterprise applications, network connectivity, endpoint devices, permissions, and related infrastructure.
• Triage, route, monitor, resolve, and document support tickets, ensuring clear findings, actions, and resolutions.
• Analyze event logs, compatibility issues, recurring incidents, and user-reported problems to identify root causes and permanent solutions.
• Stage, image, configure, deploy, refurbish, and support end-user equipment in alignment with company standards.
• Support onboarding by provisioning equipment, configuring user access, and setting up workstations for new hires.
• Track IT inventory and support global asset tracking, device management, and lifecycle management practices.
• Install and support software, hardware, printers, peripherals, and related technology at company locations, including Delaware and New Jersey offices as needed.
• Support Active Directory, Microsoft 365, SharePoint, enterprise SaaS applications, user access, permissions, workflows, and user how-to questions.
• Coordinate with internal IT teams, specialists, and vendors to resolve issues and support business operations.
• Create and maintain technical documentation, support procedures, end-user communications, and internal knowledge articles.
• Support automation, workflow improvements, SaaS integrations, onboarding improvements, IT projects, and departmental initiatives.
• Track and report ticket metrics, monthly status data, and support activity trends.
• Contribute to training on existing, new, and emerging technologies.
• Follow procedures that support company standards, ISO requirements, and internal IT governance practices.
• Work occasional non-business hours as required for maintenance windows, project activities, or urgent business needs.

Job description

Adesis Inc. is a subsidiary of Universal Display Corporation (Nasdaq: OLED), a global leader in organic light emitting diodes. Within our OLED Chemistry organization, we engage in research and development of new materials for use in the fabrication of OLED devices leading to the next generation of OLED displays.

Our R&D footprint encompasses almost 100,000 square feet of state-of-the-art laboratory and manufacturing space in two U.S. locations - New Castle and Wilmington, DE, centrally located in the Mid-Atlantic biotech/pharmaceutical hub.

We are an extraordinary company looking for extraordinary talent! If you would like to be a part of a multi-disciplinary team of scientists and engineers working on fast-paced and innovative OLED research programs that will impact the next generation of consumer electronics, then please come and join us!

Job Summary

The Senior Help Desk Administrator provides advanced end-user support, systems administration-level troubleshooting, and project support across the company’s end-user technology environment. This role supports hardware, software, Microsoft 365, enterprise applications, networking, endpoint devices, and related services across multiple locations. The position requires strong customer service skills, technical ownership, and the ability to balance day-to-day support with project-based work.

Key Responsibilities

• Provide advanced help desk support, including third-tier issue resolution through phone, email, instant messaging, and the ticketing system.
• Troubleshoot Windows operating systems, enterprise applications, network connectivity, endpoint devices, permissions, and related infrastructure.
• Triage, route, monitor, resolve, and document support tickets, ensuring clear findings, actions, and resolutions.
• Analyze event logs, compatibility issues, recurring incidents, and user-reported problems to identify root causes and permanent solutions.
• Stage, image, configure, deploy, refurbish, and support end-user equipment in alignment with company standards.
• Support onboarding by provisioning equipment, configuring user access, and setting up workstations for new hires.
• Track IT inventory and support global asset tracking, device management, and lifecycle management practices.
• Install and support software, hardware, printers, peripherals, and related technology at company locations, including Delaware and New Jersey offices as needed.
• Support Active Directory, Microsoft 365, SharePoint, enterprise SaaS applications, user access, permissions, workflows, and user how-to questions.
• Coordinate with internal IT teams, specialists, and vendors to resolve issues and support business operations.
• Create and maintain technical documentation, support procedures, end-user communications, and internal knowledge articles.
• Support automation, workflow improvements, SaaS integrations, onboarding improvements, IT projects, and departmental initiatives.
• Track and report ticket metrics, monthly status data, and support activity trends.
• Contribute to training on existing, new, and emerging technologies.
• Follow procedures that support company standards, ISO requirements, and internal IT governance practices.
• Work occasional non-business hours as required for maintenance windows, project activities, or urgent business needs.

Required Qualifications

• 5+ years of progressive help desk, desktop support, systems support, or end-user technology experience in a corporate environment.
• Senior-level experience supporting Windows workstations, Microsoft 365, Active Directory, endpoint devices, printers, mobile devices, and common business applications.
• Strong troubleshooting skills across hardware, software, operating systems, applications, network connectivity, accounts, permissions, and security-related issues.
• Working knowledge of TCP/IP, DHCP, DNS, LAN/WAN concepts, endpoint management, remote support tools, and remote monitoring platforms.
• Experience with ticket-based support, including prioritization, follow-up, documentation, escalation, and support expectation management.
• Ability to write clear technical documentation, routine reports, procedures, and end-user communications.
• Strong communication, organization, time management, follow-up, and prioritization skills.
• Proven ability to work independently, take ownership of issues, recommend improvements, and follow through with limited supervision.
• Ability and willingness to travel between the Delaware and New Jersey offices as needed.
• Relevant certifications such as CompTIA A+, Network+, Security+, Microsoft 365, Azure, or ITIL Foundation are preferred.

Preferred Experience

• SharePoint administration experience, including permissions, site support, workflows, and Microsoft 365 integration.
• Experience with Windows Server, scripting, PowerShell, SQL queries, or related systems administration tools.
• Experience supporting Windows, macOS, iOS, Android, and other endpoint platforms.
• Experience supporting IT projects, automation, workflow improvement, and departmental initiatives.

Current Benefits At Adesis Inc.

• Competitive base salary and annual bonus program
• Medical/Prescription Drug coverage, Dental, and Vision for employees and family
• Option of Health and Dependent Flexible Spending Accounts (FSAs)
• Option of Health Savings Account (HSA)
• Group Term Life insurance, short term disability, and long-term disability benefits for employees
• Employee Stock Purchase Plan (ESPP)
• 401(k) company contribution
• Annual charitable matching gift
• Generous Paid Time Off

Annual compensation range

$80k-100k

At Adesis Inc., base pay is one part of our total compensation package. Individual compensation is determined by skills, qualifications, experience, and location. Compensation details listed in this posting reflect the annual salary range only, and does not include bonus, equity or sales incentives, if applicable.

Adesis Inc. – a subsidiary of Universal Display Corporation (Nasdaq: OLED), a global leader in organic light emitting diodes – is a premier contract development and manufacturing organization (CDMO) accelerating our clients’ success by bringing the innovation of a clean technology company to the biotech, pharmaceutical and specialty chemical industries.

Our innovative capabilities enable technology you use every day, ranging from OLED smartwatches, smartphones, automotive, IT and TVs to foldable electronic devices, lighting, medical devices and pharmaceutical breakthroughs.

To learn more about Adesis Inc., please visit adesisinc.com.