IT Helpdesk Technician III

The IT Helpdesk Technician III at Sila is responsible for providing technical support across the manufacturing site, managing support tickets, troubleshooting hardware and software issues, and maintaining endpoint and user systems to ensure smooth operations in a safety-conscious environment.

• Manage and resolve support tickets across Windows, macOS, and mobile platforms, ensuring timely and satisfactory resolution.
• Configure, deploy, and maintain company endpoints using Jamf, Microsoft Intune, and SCCM, including security and compliance enforcement.
• Manage hardware lifecycle activities such as provisioning, asset tagging, decommissioning, and supporting workstation moves and setups.
• Support user account management and access provisioning across Active Directory, Entra , Okta, Google Workspace, and Microsoft 365.
• Troubleshoot and support conference room and audio visual technology, including collaboration platforms like Google Meet.
• Develop and maintain procedural documentation and how-to guides for supported systems and workflows.

• Five years of experience in a high-volume technical support role as the primary point of contact for enterprise users, with a service-oriented approach to a diverse user population including executive stakeholders.
• Advanced proficiency supporting Windows 10 and Windows 11 operating systems, with hands-on administrative experience across Jamf, Microsoft Intune, SCCM, Active Directory, Entra , and Okta.
• Working knowledge of macOS operating systems and experience with managing endpoints using Jamf.
• Experience supporting and troubleshooting Google Workspace and Microsoft 365, including account setup, license assignment, mail flow, calendaring, sharing permissions, and application-level issues.
• Experience configuring, deploying, and maintaining company-owned endpoints using Jamf macOS and Microsoft Intune SCCM Windows, including specialized workstations connected to lab and production-floor equipment running analytical or instrument software.
• Ability to enforce corporate security and compliance standards through automated patching, software distribution, and policy management, and perform periodic inspection of deployed systems.
• Experience managing hardware lifecycle activities including provisioning, asset tagging, decommissioning, inventory accuracy, and supporting workstation moves, equipment swaps, and new user setups.
• Knowledge of conference room and audio visual technology, including troubleshooting in-room AV systems and collaboration platforms such as Google Meet.
• Strong written and verbal communication skills, with the ability to communicate clearly with technical and non-technical audiences and to remain professional under pressure.
• Demonstrated ownership, follow-through, and discretion with sensitive matters, with good judgment to escalate issues appropriately and thorough documentation of work.
• Physical ability to lift and carry equipment weighing up to 50 lbs, walk long distances, stand for extended periods, and work at heights using lifts and ladders, in accordance with safety procedures.
• Ability to operate forklifts, scissor lifts, and ladders to service IT equipment at height or within production zones, with comprehensive training provided.
• Willingness to adhere to all site safety standards and policies, including proper use of Personal Protective Equipment (PPE) such as safety glasses, hard hats, and steel-toed boots, and complete all assigned safety training.
• Ability to identify and report safety concerns proactively, contributing to a strong safety culture.

Work environment perks:
On-site support in active manufacturing environment, adherence to safety standards, use of personal protective equipment (PPE), operating lifts and ladders, physical activity including lifting up to 50 lbs, walking long distances, and working at heights

Any additional benefits:
Part of a competitive Total Rewards package that can include benefits, perks, and equity