Senior Help Desk Analyst
Summary
Senior internal IT support role at a family-owned specialty food distributor in Philadelphia. The analyst serves as the escalation point for hardware, software, and network issues, manages the IT ticketing queue to SLA, and administers Active Directory and Microsoft 365 accounts for office and warehouse staff, 100% onsite.
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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