Service Desk Specialist

About The Position

Silverfort is a cyber-security startup that develops a revolutionary identity protection platform. Using patented technology, our product enables strong authentication across entire corporate networks and cloud environments, without any modifications to endpoints and servers. In addition, we use advanced behavior analytics to apply adaptive authentication policies and prevent cyber-attacks in real time. 

Our mission is to provide industry-leading unified identity protection solutions for hybrid and multi-cloud environments. We develop cutting-edge cybersecurity technology that solves urgent customer needs today and is also a game changer for years to come. 

Silverfort’s team includes exceptional researchers, engineers, and technology experts who successfully tackle some of the most complex challenges in cyber-security. Silverfort has happy customers worldwide, strong market validation (including several industry awards), strategic partnerships with the largest security vendors in the world, and significant funding from leading VCs. 

As an Service Desk Specialist, you will oversee remote and on-site service desk operations, deliver assistance to end users, administer IT assets, and offer support to remote employees. Your role will involve hands-on experience in implementing and managing access to the system while keeping a high service level orientation. You will also support endpoint management solutions across various operating systems. In addition, your strong interpersonal skills will be crucial in fostering positive relationships and providing support to end users within the organization. 

Responsibilities

• Oversee service desk operations and ensure high-quality support for end users
• Onboard and offboard employees, ensuring smooth transitions and access to necessary IT resources
• Support remote employees, ensuring they have the necessary resources and access
• Interface with global IT asset vendors to procure and manage hardware and software inventory
• Handle service desk systems such as FreshService, Jira Service Desk, and ServiceNow
• Manage and maintain directory solutions such as Azure Active Directory, Office 365, and Intune
• Provide technical support for both hardware and software issues that employees encounter
• Maintain a strong understanding of the latest technologies and best practices
• Develop, document, and implement IT policies and procedures
• Administer and manage various SaaS applications
• Manage and maintain conference rooms, including AV equipment, scheduling systems, and meeting support
• Work with and support Windows and macOS laptops, including setup, troubleshooting, and maintenance

Requirements

• Minimum of 2–3 years of relevant experience in an IT support role, demonstrating progressive responsibility and growth
• Strong interpersonal skills and the ability to manage relationships with end users
• Fluent English communication skills – ability to interface effectively with English-speaking employees (a must)
• Ability to work collaboratively in a team environment and manage multiple assignments simultaneously
• Experience with service desk operations and IT asset management platforms (e.g., Snipe-IT, FreshService, Jira Service Management)
• Experience working with global IT asset vendors to procure and manage hardware and software inventory
• Experience in managing SaaS systems within an organization
• Demonstrated experience in managing and administering directory platforms (e.g., Azure Active Directory, Okta)
• Experience with endpoint management solutions such as JAMF, Intune, or VMware Workspace ONE
• Relevant IT certifications along with practical experience in Computer Science or related fields, including Helpdesk/Service Desk support, and basic networking knowledge