Batch Support Helpdesk Technician

Silvi Concrete Products, Inc.•Hatboro, PA

About The Position

The Batch Support Help Desk Technician provides front-line technical and operational support to ready-mix concrete plants. This role is responsible for troubleshooting batch computer systems, plant automation, ticketing issues, and communication between dispatch, drivers, and plant personnel. The position ensures minimal downtime and accurate production by resolving hardware, software, and operational problems quickly and efficiently.

Requirements

High school diploma or equivalent; Associate’s or technical degree preferred.
2+ years of experience in ready-mix operations, batching, dispatch, or plant support.
Hands-on experience with batching or dispatch software.
Basic knowledge of Windows operating systems and networking fundamentals.
Experience troubleshooting printers and plant peripherals.
Strong problem-solving and communication skills.
Possess a valid driver's license

Nice To Haves

Experience with Command Alkon, Sysdyne, Keystone, or similar systems.
Knowledge of concrete mix designs and plant operations.
Experience with remote support tools (RDP, VNC).
Basic SQL or database knowledge.
Prior IT help desk or technical support experience.

Responsibilities

Provide real-time support for batch computers, plant automation systems, and loadout controls.
Troubleshoot batching software and system errors affecting production.
Assist plant operators with production interruptions and calibration issues.
Support scales, moisture probes, printers, and batching peripherals.
Serve as first point of contact for plant and dispatch technical issues.
Resolve issues with batch computers, ticket printers, and network connectivity.
Document helpdesk tickets, resolutions, and recurring issues.
Coordinate with IT staff or vendors for advanced troubleshooting.
Work with dispatch to resolve order, ticket, and loadout discrepancies.
Verify product codes, mix designs, and job assignments.
Perform routine system checks and assist with software updates and backups.
Provide basic system training to plant operators and drivers.
Create and maintain standard operating procedures (SOPs).