IT Helpdesk Technician III

Who You Are

As the IT Helpdesk Technician III on the Data Systems team, you will be responsible for day-to-day technical support at our Moses Lake manufacturing facility. You will manage
incoming tickets and support a wide range of technical needs across the site, serving a diverse user base — from production operators on the floor to engineering, finance, and executive leadership.

You set the tone for how Sila employees experience IT. Every interaction you have is expected to reflect the standards of a mature, service-oriented function: responsive, professional, and thorough. You will operate within an active manufacturing environment and are expected to integrate seamlessly with site operations, including strict adherence to all safety protocols.

Responsibilities and Duties  

Support & Ticket Management

• Own the full ticket lifecycle across the Moses Lake site — intake, diagnosis, resolution, and follow-up — logging each interaction accurately, ensuring issues are closed to the satisfaction of the requester not just the system, and capturing resolutions in clear, reusable documentation for the team
• Deliver white-glove troubleshooting across Windows, macOS, and mobile (iOS/Android) platforms, peripheral devices such as printers and scanners, and conference room and audio/visual technology including Google Meet rooms
• Engage with professionalism and empathy at every step, with heightened care for high-visibility and time-sensitive issues, and retain ownership of the requester relationship through escalation and resolution
• Identify trends across recurring tickets, monitor system alerts and notifications, and surface opportunities to improve tooling, documentation, or processes — turning repeat issues into lasting fixes

Endpoint Management

• Configure, deploy, and maintain 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
• Enforce corporate security and compliance standards through automated patching, software distribution, and policy management, and perform periodic inspection of deployed systems to catch issues before they reach end users
• Manage hardware lifecycle activities including provisioning, asset tagging, decommissioning, inventory accuracy, and in-person support for workstation moves, equipment swaps, and new user setups across all facility areas — with attention to the end-user handoff at every stage

End-User Systems & Enablement

• Manage user accounts and access across Active Directory, Entra ID, and Okta — handling provisioning, group and role assignments, and routine policy tasks tied to onboarding, IT orientation for new employees, and day-to-day support
• Support and troubleshoot Google Workspace and Microsoft 365, including account setup, license assignment, mail flow, calendaring, sharing permissions, and application-level issues
• Develop and maintain procedural documentation and how-to guides across supported systems and workflows, contributing to a shared knowledge base that scales with the team

Knowledge and Skill Requirements 

• 5+ years 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 10/11 and macOS, with hands-on administrative experience across Jamf, Microsoft Intune, SCCM, Active Directory, Entra ID, Okta, Google Workspace, and Microsoft 365
• Working knowledge of conference room and audio/visual technology, including troubleshooting in-room A/V systems and collaboration platforms such as Google Meet
• Strong written and verbal communication skills, with the ability to adjust tone and depth for technical and non-technical audiences and to communicate clearly under pressure
• Demonstrated ownership, follow-through, and discretion with sensitive matters, paired with the judgment to escalate appropriately and the rigor to document the work

Physical Demands and Working Conditions

This role is based inside an active manufacturing facility. You will routinely provide on-site support in production zones and are expected to model exemplary safety behavior at all times.

• Adhere to all site safety standards and Sila safety policies without exception
• Maintain consistent and proper use of all required Personal Protective Equipment (PPE), including safety glasses, hard hats, and steel-toed boots
• Complete and remain current on all assigned site safety training
• Operate forklifts, scissor lifts, and ladders to service IT equipment at height or within production zones (comprehensive training provided)
• Identify and report safety concerns proactively, contributing to Sila's strong safety culture

Physical Requirements

• Ability to lift and carry equipment weighing up to 50 lbs
• Ability to walk long distances and stand for extended periods within an active manufacturing environment
• Ability to work at heights using provided lifts and ladders, in accordance with site safety procedures

 

The starting base pay for this role is between $30/hr and $39/hr at the time of posting. The actual base pay depends on many factors, such as education, experience, and skills. Base pay is only one part of Sila’s competitive Total Rewards package that can include benefits, perks, and equity.  The base pay range is subject to change and may be modified in the future. This role may also be eligible for overtime.
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