Responsibilities

• Oversee day-to-day service desk operations and ensure timely, high-quality support for end users.
• Provide technical support for hardware, software, network, and access-related issues across primarily macOS and also Windows environments.
• Support remote employees in Israel, ensuring reliable access, connectivity, and available resources.
• Experience working with service desk tooling such as Jira Service Management
• Document troubleshooting steps, technical procedures, and create self-service resources.
• Execute onboarding and offboarding workflows, ensuring proper provisioning and deprovisioning of accounts, devices, and SaaS access.
• Administer directory company directory (Okta) and perform maintenance tasks such as provisioning and automating user groups, managing security rules, application assignments and troubleshooting identity related issues.
• Enforce IT policies, security standards, and compliance requirements throughout user lifecycle activities.
• Manage IT asset procurement, hardware lifecycle, and inventory through global vendors.
• Oversee endpoint management using JAMF including performing actions as well as basic configuration and compliance.
• Administer, configure, and troubleshoot organizational SaaS applications in alignment with MIS standards.
• Maintain conference rooms b , AV equipment, scheduling systems, and provide onsite meeting support for Zoom Rooms/Neat and Crestron based solutions.
• Maintain a strong understanding of modern IT technologies, best practices, SaaS & emerging tools.
• Follow, and IT procedures, policies, and operational standards.
• Identify repetitive service patterns and create simple AI-driven or low-code automations to reduce manual workload in cooperation with MIS Business Systems Developers.
• Leverage AI tools responsibly for troubleshooting, documentation, ticket triage, and workflow enhancements.
• Contribute to MIS initiatives focused on improving system reliability, reducing friction, and enabling scalable operations.

Requirements

Experience & Technical Skills

• 3–5 years of experience in IT support roles with progressive responsibility.
• Demonstrated experience with service desk operations and platforms (e.g., FreshService, Jira Service Management, Snipe-IT).
• Hands-on experience managing SaaS applications and identity platforms such as Azure Active Directory or Okta.
• Proficiency with endpoint management tools such as JAMF/Jump Pro or similar MDM’s
• Experience supporting macOS laptops and windows, including setup, configuration, and troubleshooting.
• Familiarity with core networking concepts such as Wi-Fi, VPN, DNS, and Zero Trust principles, with experience working with Cloudflare Zero Trust, FortiGate firewalls, and Meraki switches and access points
• Prior experience with IT asset procurement and vendor management.
• Ability to use generative AI tools for troubleshooting, documentation, knowledge creation, and workflow improvement.
• Experience or willingness to learn low-code/no-code automation tools.
• Comfortable identifying opportunities to automate repetitive support tasks.