IT Helpdesk Technician III

Sila • Moses Lake, WA

2d • Onsite

About The Position

We are Sila, a next-generation battery materials company. Our mission is to power the world’s transition to clean energy. To create this future, our team is building a better lithium-ion battery from the inside out today. We engineer and manufacture ground-breaking battery materials that significantly increase the energy density of batteries, while reducing their size and weight. The result? Smaller more powerful batteries that can unlock innovation in consumer devices and accelerate the mass adoption of electric cars to eliminate our dependence on fossil fuels. We're tackling one of the biggest challenges of our time every day, and together we're redefining what's possible. Are you ready to be a part of a team committed to changing the world? 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.

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

Responsibilities

• 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
• 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
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed