What are the responsibilities and job description for the Help Desk Specialist position at Silgan Containers?
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Help Desk Specialist
We are seeking a motivated, customer-centric Help Desk Level I Specialist to join our Business Technology team. As the first point of contact for internal users, this individual will deliver prompt, courteous support, diagnosing and resolving basic technical issues to keep productivity high and systems running smoothly.
What We Can Offer You
Be part of a team where your contributions matter.
Help Desk Specialist
We are seeking a motivated, customer-centric Help Desk Level I Specialist to join our Business Technology team. As the first point of contact for internal users, this individual will deliver prompt, courteous support, diagnosing and resolving basic technical issues to keep productivity high and systems running smoothly.
What We Can Offer You
- An inclusive and collaborative culture where every team member is valued and recognized.
- Competitive salary and comprehensive benefits, including health, dental, vision, life, disability, and AD&D coverage.
- Supplemental benefits such as pet insurance, telemedicine access, and employee perk programs.
- 401(k) plan with employer match (after eligibility period).
- Paid time off and holiday schedule
- Tuition assistance for professional development and certifications.
- Opportunity to work in a stable, growth-oriented environment.
- Serve as the first point of contact for IT users — responding to inquiries via phone, email, chat, or in person.
- Diagnose and resolve common hardware, software, network, and peripheral issues (desktops, laptops, printers, mobile devices, password resets, software installs).
- Use tools and ticketing systems to guide users step by step toward solution, documenting all interactions.
- Escalate more complex issues to Level II or other IT teams, ensuring smooth, documented hand-offs.
- Assist with onboarding new employees: basic workstation setup, software access, and account provisioning.
- Maintain and contribute to the knowledge base by documenting FAQs, resolved issues, and best practices.
- Assist in asset tracking, inventory logs, and generate usage and issue-trend reports as needed.
- Participate in occasional on-call or after-hours rotation to help maintain continuity of service outside standard hours.
- High School diploma or GED (or equivalent).
- Minimum of 1 year of help desk or technical customer service experience.
- Solid familiarity with Microsoft Office suite (Word, Excel, Outlook, PowerPoint) and basic troubleshooting on Windows (and/or macOS) systems.
- Ability to clearly communicate technical information to non-technical users, both verbally and in writing.
- Basic networking knowledge (Ethernet, Wi-Fi, VPN) and peripheral setup.
- Customer-service orientation, strong attention to detail, multitasking ability, and organizational skills.
- A Certification or equivalent technical coursework a plus
- Experience with Active Directory, software licensing, mobile device management, and Adobe a plus
- America’s largest metal food packaging producer.
- A company that strives toward sustainability by reducing our carbon footprint, selecting like-minded suppliers, and providing recyclable products.
Be part of a team where your contributions matter.