QTG - Service Desk - Junior Service Desk Technician

Purpose

A Junior Desktop Services Technician exhibits a passion towards a high level of customer satisfaction in assisting our users with their technical concerns. They are in charge of assisting clients with service and repair issues; responsible for logging their requests and providing first level triage.

Job Summary -As a member of our team you will:

• Resolve user issues remotely and in-office at the Tel Aviv office with a positive manner geared toward staff productivity while abiding by policies and procedures.

• Ensure all Service Requests are logged and resolutions fully documented.

• Perform repairs, upgrades, and other related services for Windows, Mac, and mobile technologies such as iOS and Android.

• Educate staff and leverage our enterprise-wide Knowledge Base.

Job Responsibilities

• Taking Initiative – Do what it takes to make our staff happy and productive with a good understanding of the big picture of our corporate values.

• Customer Service – Listening actively and building a rapport with our users.

• Learning – Absorbing team member experience while expanding on your own technical abilities.

• Team integration – Collaborating with other departments for efficient resolution. Willing to pitch in and help with other projects and initiatives as needed.

• Maintain, analyze, troubleshoot, and repair PC and Mac related hardware and peripherals.

• Install and support enterprise-wide applications such Windows 10 and 11, macOS, Microsoft Office, as well as departmental business applications.

• Maintain accurate PC, Mac, corporate phones, and printer inventory through our asset management software, Device42.

• Provide timely support on the Service Desk via Zoom phone, Google Chat, Slack, and our ticketing queue, Jira Service Management.

• Engage vendor support contacts to resolve technical problems with desktop computing equipment and software.

• Create and maintain documentation on projects and recurring procedures through 

• Utilize our Mobile Management, Identity and Access Solutions including Google Workspace, Microsoft Intune, Entra, Workspace One, Active Directory and more

Qualifications

• At least 1 year of job related experience in a modernized IT Helpdesk environment.

• IT Certification such as MS-900 or the Google IT Support Professional Certificate will be a strong asset

• Experience with scripting in Windows PowerShell is an asset.

• Excellent communications skills – fluent in Hebrew and English (oral and written) as you will work with people from around the globe!

• You’re a team player.