Help Desk Specialist

Job Description

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

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