Help Desk Specialist

The Help Desk Specialist is part of the IT team, supporting 60 internal users globally and responding to all Help Desk tickets in a dynamic environment. Maintaining an active inventory of all IT assets, setting up new users, and assorted other IT-related tasks.
– Diagnose and resolve technical hardware, software and network issues and provide technical support
– Redirect technical issues to others as needed. Identify and escalate situations that require urgent attention
– Track and route problems and requests and document resolutions
– Respond to business-critical emergencies
– Respond to all end-user incidents and request tickets through an IT service management tool
– Document and streamline existing processes
– Train end-users how to setup and use new technologies
– Backup and restore the organization’s data files and systems
– Manage company assets / software license distribution
– Provide technical support for video conferencing, and audio / visual setups
Job Requirements
– 3+ years of experience in support and troubleshooting Windows & Linux OS platform, computer hardware, applications, networking, software licensing, backups, printers, phones, cell phones and peripherals. Install, configure and upgrade PC software and operating systems
– Experience with backup and restoration data files and systems
– Experience with G-suite / Microsoft Office 365
– Demonstrated understanding of concepts such as TCP/IP, DNS, DHCP, AD, VLANs
– Microsoft certifications – an advantage (MCITP / MCSE)
– Detail oriented; ability to document work and maintain accurate records
– Experience with end-user support; work with employees globally; excellent customer service and communication both verbally and orally (Hebrew and English)
– Stay user focused and quickly respond to technical requests either by phone, tickets, mail or in-person