Service desk agent Hebrew Speaker

Summary:

This role will be to provide overall hardware/software support to employees and

incoming new hires. The position will assist in providing weekly reports, inventory

management, and other administrative tasks as needed.

Responsibilities:

 Image and install software on Windows and Apple laptops/desktops, including

iMacs, ensuring proper configuration for new setups, system moves,

additions, and changes.

 Provide remote software installation and support.

 Troubleshoot and resolve post-deployment issues across multiple platforms,

including Windows, MacOS, and mobile devices. Install, maintain, and

troubleshoot printers.

 Provide break/fix support as needed.

 Oversee the disposal, redeployment, and reclamation of hardware assets.

 Ensure all incoming equipment is properly tagged and entered the asset

management system.

 Maintain an accurate inventory of hardware and provide weekly reports on

physical counts and outflows of equipment.

 Coordinate shipping and logistics for hardware, ensuring timely deliveries and

returns.

 Coordinate data backup processes and support data recovery efforts,

ensuring data integrity and availability.

 Manage hardware refresh cycles, including warranty and out-of-warranty

repairs and replacements.

 Collaborate with external suppliers and vendors to schedule repairs for

malfunctioning hardware.

 Provide walk-up support for end users, addressing hardware and software

issues promptly.

 Offer specialized support to executives (VIPs), ensuring minimal disruption to

their work.

 Provide audio and video support, including system health checks and

troubleshooting.

 Work with external vendors to coordinate dispatch and repair support,

ensuring timely resolution of hardware issues. Open, manage, and close

service requests.

 Track and assign incidents, ensuring timely resolution in line with service level

agreements (SLAs).

 Manage the classification, assignment, and tracking of requests to ensure

efficient completion.

 Collaborate with cross-functional teams (e.g., HR, IT) to support the

onboarding process for new hires, ensuring seamless equipment provisioning

and setup.

 Ensure that all hardware and software resolutions align with company

policies, standards, and best practices.

Qualifications:

 Diploma/bachelor’s degree in information technology/related field OR

equivalent experience.

 3-5 years of IT experience, including technical training.

 At least 2 years of experience in a Global Service Desk Team or similar

support role.

 Strong knowledge of Windows and MacOS (including laptops). Experience

with Windows 10 imaging.

 Basic understanding of networking (TCP/IP, Windows Networking, Ethernet).

 Experience with networked printers (queue creation, server maintenance).

 Familiarity with MS Office Suite (Word, Excel, PowerPoint, Outlook).

 Experience using ITSM tools (e.g., Remedy, HP Service Center).

 Knowledge of Active Directory and Exchange (user accounts, mailboxes,

distribution lists).

 Remote desktop support (e.g., Bomgar, WebEx, SMS, Windows tools).

 Experience supporting desktop/laptop computers, printers, and mobile

devices (PDA, Blackberry).

 Support for various software (Adobe Acrobat, WinZip, browsers, VPN, etc.).

•  Strong written and verbal communication skills.