Senior Help Desk Analyst

Julius Silvert, Inc; Philadelphia (Philadelphia County); On-site; USD 70,000 - 90,000; Full time

Job summary

Julius Silvert in Philadelphia, PA is seeking a Senior Help Desk Analyst to lead day-to-day IT support for our operations. You will resolve complex hardware and software issues, manage the ticketing queue, and ensure zero downtime for office and warehouse staff.

The role requires 4+ years in IT Help Desk or Desktop Support, expertise in Windows OS, Microsoft 365, Active Directory, and basic networking. Experience with warehouse equipment like Zebra printers and RF scanners is highly valued.

Qualifications

• 4+ years of hands-on experience in IT Help Desk or Desktop Support.
• Expertise in Windows OS, Microsoft 365 administration, Active Directory, and basic networking (TCP/IP, DNS, DHCP).
• Experience troubleshooting warehouse equipment (Zebra printers, RF scanners) is highly preferred.
• Strong customer service orientation with urgency and calm under pressure.

Responsibilities

• Serve as the senior escalation point for 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 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

IT Help Desk

Desktop Support

Windows OS

Microsoft 365 administration

Active Directory

Networking (TCP/IP, DNS, DHCP)

Warehouse equipment (Zebra printers)

RF scanners

Customer service

Job description

Company: Julius Silvert
Location: 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 Responsibilities

• Serve 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.
  

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Qualifications

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.