Senior Help Desk Analyst

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

• 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.