Senior Help Desk Analyst

Julius-Silvert,-Inc.-1; Philadelphia (Philadelphia County); On-site; USD 65,000 - 85,000; Full time

Job summary

Julius Silvert in Philadelphia, PA is seeking a Senior Help Desk Analyst to lead daily IT support for our onsite staff and warehouse team. You will resolve complex hardware and software issues, manage tickets, and ensure zero downtime across locations.

The role requires 4+ years in IT help desk, strong Windows/M365/AD skills, and experience with warehouse devices like Zebra printers and RF scanners. Excellent customer service and urgency are essential.

Qualifications

• 4+ years of hands-on experience in IT Help Desk or Desktop Support, preferably within a logistics, manufacturing, or distribution setting.
• Expertise in Windows OS, Microsoft 365 administration, Active Directory, and basic networking (TCP/IP, DNS, DHCP).
• Experience troubleshooting specialized warehouse equipment (e.g., Zebra printers, RF scanners) is highly preferred.
• Strong customer service orientation with a sense of urgency and the ability to remain calm under pressure.

Responsibilities

• Serve as senior escalation point for internal IT hardware, software, and network issues.
• Provision, configure, and maintain user workstations, mobile devices, warehouse barcode scanners, and shipping printers.
• Manage the IT ticketing queue, ensuring all requests are prioritized, documented, and resolved within SLAs.
• Administer user accounts, permissions, and security settings across Active Directory, Microsoft 365, and internal platforms.
• Identify recurring IT issues and develop proactive solutions, scripts, or training documentation to reduce ticket volume.
• Collaborate with network engineers and external vendors to maintain the local IT infrastructure.
• Perform additional technical and administrative duties as needed to ensure continuous business operations.

Skills

Windows OS

Microsoft 365

Active Directory

Networking

Hardware troubleshooting

RF scanners

Zebra printers

Customer service

IT ticketing systems

Logistics environment

Job description

Company: Julius SilvertLocation: Philadelphia, PA (100% Onsite)Schedule: Monday – Friday, 8:00 AM – 5:00 PM (1-hour lunch break)About Us Julius Silvert is a fourth-generation, family-owned specialty food distributor with a century-long legacy of supplying extraordinary ingredients to the finest dining establishments. Our operations depend on seamless technology and immediate IT support.Role Overview We are seeking a highly capable Senior Help Desk Analyst to lead our day-to-day IT support operations. This role is the backbone of our internal IT service, responsible for resolving complex hardware and software issues, managing the ticketing system, and ensuring that our office and warehouse staff experience zero downtime.Key ResponsibilitiesServe as the senior escalation point for all internal IT hardware, software, and network connectivity issues.Provision, configure, and maintain user workstations, mobile devices, warehouse barcode scanners, and shipping printers.Manage the IT ticketing queue, ensuring all requests are prioritized, documented, and resolved within established SLAs.Administer user accounts, permissions, and security settings across Active Directory, Microsoft 365, and internal platforms.Identify recurring IT issues and develop proactive solutions, scripts, or training documentation to reduce ticket volume.Collaborate with network engineers and external vendors to maintain the local IT infrastructure.Perform additional technical and administrative duties as needed to ensure continuous business operations.#IND123Qualifications4+ years of hands-on experience in IT Help Desk or Desktop Support, preferably within a logistics, manufacturing, or distribution setting.Expertise in Windows OS, Microsoft 365 administration, Active Directory, and basic networking (TCP/IP, DNS, DHCP).Experience troubleshooting specialized warehouse equipment (e.g., Zebra printers, RF scanners) is highly preferred.Strong customer service orientation with a sense of urgency and the ability to remain calm under pressure.