Senior Help Desk Analyst

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

Job summary

Julius Silvert, a Philadelphia-based specialty food distributor, seeks a Senior Help Desk Analyst to lead our day-to-day IT support operations onsite. You will resolve complex hardware and software issues, manage the ticketing queue, and ensure zero downtime for office and warehouse staff.

The role requires strong experience with Windows, Microsoft 365, Active Directory, and basic networking, plus familiarity with warehouse equipment such as Zebra printers and RF scanners.

Qualifications

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

Responsibilities

• Serve as senior escalation point for internal IT hardware, software, and connectivity issues.
• Provision, configure, and maintain workstations, mobile devices, warehouse scanners, and printers.
• Manage IT ticketing queue, prioritize, document, and resolve within SLAs.
• Administer user accounts and security settings across AD, Microsoft 365, and internal systems.
• Develop proactive solutions, scripts, or training to reduce ticket volume.

Skills

Windows OS

Microsoft 365

Active Directory

Networking basics

Tools

Zebra printers

RF scanners

Job description

Job Details

Job Location: PHILADELPHIA, PA 19124Company: 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.

#IND123

QualificationsQualifications

• 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.