Help Desk Administrator

Position overview:

We are looking for a dedicated Helpdesk Administrator to deliver outstanding support for our infrastructure, desktop, enterprise web, and mobile applications. You’ll be the go-to resource for both on-site and remote employees, helping them resolve technical issues quickly and efficiently. This is an onsite role based in our Newtown, PA office. In-person attendance is expected Monday through Friday, so we are considering only local candidates.

A day in the life of a Helpdesk Administrator:

• Provide fast, professional, and friendly support to customers via phone, email, and remote tools in a dynamic environment.

• Troubleshoot hardware, software, and application issues, offering practical solutions or workarounds.

• Resolve as many issues as possible independently, escalating more complex problems to Level 2 support.

• Follow up with users to confirm that problems are fully resolved.

• Create clear, helpful documentation and “How-To” guides to support frequently asked questions and recurring issues.

• Apply critical thinking to solve complex technical challenges.

• Keep management informed of urgent or unusual requests.

• Maintain a positive and professional customer experience at all times.

• Proactively jump in to assist teammates or tackle unexpected issues.

• Travel occasionally to client sites as needed.

• Be available for emergencies outside regular business hours as part of on-call duties.

• Perform other duties as assigned.

The skills you will contribute to our diverse team:

• Associate’s Degree in Computer/Information Technology or equivalent experience.

• Minimum 1 year supporting end-users in a technical environment.

• 2+ years of direct customer interaction experience.

• At least 1 year providing Level 1 helpdesk support.

• Detail-oriented with a commitment to providing the right solution the right way.

• Basic knowledge of networking principles.

• Comfortable with Microsoft Office, especially Excel and Word.

• Team player with a collaborative mindset.

• Strong verbal and written communication skills.

• Effective problem-solving skills with an emphasis on root cause analysis.

• Eagerness to learn continuously and simplify complex technical challenges.

• Self-motivated with a strong work ethic and proactive attitude.

Who are we?

At SDI, we’re proud to help essential organizations across North America compete more effectively in a challenging global marketplace – and keep our economy moving. We do this by thinking differently, questioning conventional wisdom, and constantly challenging the status quo. We’re evolving the way leading manufacturers, multi-site retailers, and higher education think about their maintenance, repair, and operations (MRO) strategies – the critical supply chain of parts, materials, equipment, and consumables necessary to keep plants and facilities operating safely and productively. Every day, we help companies eliminate waste, minimize risk exposure, and stay competitive on an ever-changing world stage.

Why work for SDI?

The Philadelphia Inquirer named us as one of their Top Workplaces in 2023! Additionally, we pride ourselves on taking care of our employees. Here are some of the benefits we offer:

• Health insurance (medical, dental and vision).

• Training and development opportunities – 2023 winner of the People Accelerator award.

• Vacation, wellness days, pet bereavement days and 12 paid holidays.

• 401K with a company match.

• Tuition reimbursement.

• Student loan repayment assistance.

• Reimbursement for safety shoes.

• Discounted tickets to a variety of different vendors.

The pay range for this role is $40,000 - $50,000 annually. Individual pay depends on various factors, such as role level, relevant experience and skills, and location. Pay ranges are reviewed and typically updated each year. Offers are made within the pay range applicable at the time.

EEO

SDI is proud to be an equal opportunity employer committed to inclusion and diversity. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, or other applicable legally protected characteristics. If you have a disability or special need that requires accommodation for any part of the employment process, please let us know by contacting us at [email protected]. SDI participates in the E-Verify program.