IT Helpdesk Technician III

Sila•Moses Lake, WA

23h•Onsite

About The Position

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